Job DescriptionAbout Alpenglo Digital Alpenglo Digital is a leading digital marketing agency specializing in supporting brands that target the Spanish-speaking market in the US. We provide comprehensive digital solutions that include SEO, content marketing, paid media, social media, and more. We are seeking a dynamic and experienced Head of Client Success fluent in both Spanish and English to join our team and lead our client partnerships to new heights. Position Overview: The Senior Account Manager is crucial in managing key client accounts, overseeing the execution of digital marketing strategies, and leading account management teams. This position involves taking a proactive approach to client relationship management, ensuring the delivery of high-quality work, and driving client satisfaction and account growth. The Senior Account Manager works closely with the Account Director or CEO/COO to align account activities with overall business goals. This role requires a high level of accountability, executive communication, and day-to-day ownership. Success in this position means being proactive with data, quickly adjusting strategies when performance is at risk, and ensuring that both internal and client-side teams move forward with clarity, urgency, and alignment. What Success Looks Like in This Role: - Lead with data and insight, checking performance daily and translating results into clear, strategic updates that resonate with C-level leaders. - Build executive trust during high-pressure scenarios by speaking with clarity, confidence, and responsiveness. - Proactively manage project momentum—even when waiting on client approvals—by setting clear expectations, documenting ownership, and escalating appropriately. - Shield your team from blame by showing documented efforts, escalating diplomatically, and maintaining control of the timeline. - Know how to shift gears fast: when something isn’t working, you lead the adjustment and communicate the “why” before you’re asked. Key Responsibilities: - Client Relationship Management: - Serve as the primary point of contact for key client accounts, maintaining strong, positive relationships—especially during periods of performance risk. - Communicate effectively and confidently with senior client stakeholders, including C-suite executives, translating performance insights into strategic recommendations. - Lead critical conversations when account stability is at risk, proactively rebuilding trust through clear data narratives, strategic pivots, and visible responsiveness. - Understand client goals and objectives, ensuring all projects and campaigns align. - Proactively address client needs and concerns, providing solutions and ensuring satisfaction. Project Oversight: - Lead the execution of digital marketing campaigns, overseeing the work of Account Managers and other team members. - Ensure all deliverables meet quality standards, are on time, and stay within budget. - Manage multiple projects simultaneously, prioritizing tasks effectively. - Establish clear roles and timelines for both internal and client-side teams; ensure all dependencies and blockers are documented and communicated. - Escalate delays appropriately and tactfully, shifting accountability to where it belongs while maintaining partnership dynamics. - Proactively flag risks to timeline, budget, or performance early—before clients raise them—by maintaining high visibility and daily review of project and campaign health. Team Leadership: - Mentor and support Account Managers and Account Coordinators, providing guidance and feedback. - Facilitate collaboration between team members and across departments (creative, analytics, SEO, developers, leadership, etc.). - Act as a resource for resolving complex issues and challenges within the team. Performance Analysis and Reporting: - Monitor and analyze campaign performance, providing actionable insights to clients and internal teams. - Prepare and present performance reports, ensuring KPIs are consistently met or exceeded. - Collaborate with the Account Director or COO to identify opportunities for account growth and optimization. Business Development: - Identify and pursue opportunities for upselling and cross-selling additional services to clients. - Participate in client pitches and presentations, supporting new business efforts. - Contribute to the development of proposals and strategic plans for existing clients. - Ability to use a persuasive, storytelling approach to show what the client can gain by implementing new services. Skills Needed: Client Relationship Management - Communication Skills: Strong verbal and written communication skills to effectively manage client relationships and concisely convey complex ideas. - Customer-Centric Approach: Ability to understand client needs, provide tailored solutions, and maintain high levels of client satisfaction. They can bring new ideas to the table to keep overdelivering on client expectations. - Conflict Resolution: Proficiency in managing client expectations and resolving issues diplomatically and efficiently. - Strategic Partner: Can move client relationships from order takers to strategic partnerships. Strategic Thinking and Problem-Solving: - Analytical Skills: Ability to analyze data, assess campaign performance, and provide actionable insights to improve client results. - Creative Problem-Solving: Innovativeness in developing solutions to client challenges and optimizing strategies for better outcomes. - Strategic Vision: Capability to see the bigger picture and align campaigns with clients’ long-term business goals. - Executive-Level Responsiveness & Strategic Communication - Able to interpret data in real time and quickly communicate performance insights to C-level stakeholders. - Ability to builds trust through clarity, responsiveness, and composure—especially during high-stakes scenarios or account turbulence. - Proactive Project Accountability & Cross-Team Coordination - Drives project progress even when external factors threaten momentum. - Anticipates blockers, sets firm expectations, and uses tools and communication to clearly document ownership and action steps—ensuring the agency is never seen as “dropping the ball." Project Management: - Organizational Skills: Strong ability to manage multiple projects, prioritize tasks, and ensure deadlines are met without compromising quality. - Attention to Detail: Ensures all aspects of a campaign, from strategy to execution, meet quality standards and client expectations. - Time Management: Efficient in juggling competing priorities and delivering on time across multiple accounts. - Digital Marketing Expertise - Technical Knowledge: Proficiency in digital marketing channels, tools, and platforms (e.g., SEO, PPC, social media, Google Analytics). - Campaign Management: Experience in planning, executing, and optimizing digital marketing campaigns across various channels. - Data-Driven Decision Making: Ability to interpret metrics and analytics to drive decisions and optimize performance. - Leadership and Team Management - Mentorship and Development: Ability to lead, mentor, and develop junior team members, fostering a positive and productive team environment. - Collaboration: Excellent teamwork and collaboration skills to work effectively with cross-functional teams, including creative, media, and analytics departments. - Empowerment: Ability to delegate tasks and empower team members while maintaining accountability and oversight. Financial Acumen: - Budget Management: Experience in managing budgets, ensuring that campaigns are delivered within financial constraints while maximizing ROI. - Revenue Growth: Ability to identify upselling and cross-selling opportunities within client accounts, contributing to the agency’s growth. - Profitability Focus: Understanding of how to maintain and improve the financial health of client accounts. - Adaptability and Resilience: - Flexibility: Ability to adapt to changing client needs, industry trends, and internal processes while maintaining high performance. - Resilience: Capable of handling high-pressure situations and maintaining composure in the face of challenges. Negotiation and Influence: - Negotiation Skills: Proficiency in negotiating project scope, pricing, and terms with clients to ensure mutually beneficial outcomes. - Influence: Ability to persuade and influence both clients and internal teams to achieve the desired outcomes. - Industry Knowledge: - Market Awareness: Staying up-to-date with the latest industry trends, tools, and best practices in digital marketing. - Competitive Insight: Understanding of the competitive landscape and how to position the agency’s services to stand out in the market. - Ethical Leadership and Integrity: - Transparency: Ensuring honesty and transparency in all dealings with clients and internal teams. - Accountability: Taking responsibility for both successes and setbacks and fostering a culture of accountability within the team. Valuable experiences tasks: - Client retention and satisfaction rates. - Successful delivery of projects on time and within budget. - Achievement of client KPIs and campaign goals. - Growth of client accounts (e.g., upselling additional services). - Team performance and development metrics. What We Offer: - Competitive compensation - Vacation and holiday paid time off - Professional development opportunities - Opportunities for career advancement within a growing agency - Collaborative and inclusive company culture If you are passionate about digital marketing, have a knack for client communication, and want to make a difference in the Spanish-speaking market, we would love to hear from you! Job Type: Full-time