Critical Mass is a team of 1,800 inspired folks based in 12 offices around the world, providing full-service digital capabilities for the greatest brands on Earth. Our secret sauce is our uncompromising design standards, our relentless focus on customers, and an ability to put powerful new technologies to work for our clients. We work with the best—Apple, Nike, Mars Wrigley, Nissan, Diageo, Airbnb, BMW, BNY Mellon, Johnson &amp; Johnson, and many more—brands who strive for connected digital ecosystems and unparalleled experiences. We help them get there by gaining deep insight into their consumers and orchestrating data, AI, design, media, and tech stacks around human stories. We’re a global agency founded in Canada, but digital is our home. If you know us, then you know we’re a special, quirky place that attracts big talent and tiny egos. (We actually give out a “so f-n nice” award—lots of them). But just because we’re friendly doesn’t mean we’re not a force to be reckoned with. We’re driven. Relentless. And we live our values. We’re Critical Mass, but our friends call us CM. Please call us CM!

Critical mass

Group Creative Director

Project Manager

<div>As a Senior Account Manager, you are the client’s champion within the agency. You’re looking to flex your skills growing and managing client relationships, but you still want some direction. Good news—you’ll get strategic guidance from an Account Director or Client Partner. Client satisfaction, account revenue growth, and overall business profitability is on your shoulders—but you’re up to the challenge. Most importantly, you’ll be a leader within the agency and your clients—from mid to senior level—regard you as a trusted advisor to deliver excellent digital experiences.
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You will:
<ul>
<li>Manage client relationship.</li>
<li>Own the success and satisfaction of client relationship.</li>
<li>Build relationships with senior members of client organisation.</li>
<li>Own client satisfaction, targeting a 100% client reference-ability.</li>
<li>Lead projects and initiatives to delivery.</li>
<li>Create opportunities for deeper collaboration and interaction that reinforces the client’s status as an innovative participant in the creation of cutting-edge solutions.</li>
<li>Understand all disciplines to provide quality assurance of project deliverables, while maintaining best practices and solutions across functions.</li>
<li>Provide leadership, support, and ongoing guidance to team members.</li>
<li>Provide internal teams with appropriate insight into client’s strategic business initiatives.</li>
<li>Has a point of view on industry structure, trends, initiatives, and issues</li>
<li>Provide insights into organisational opportunities for cross and up-sell opportunities.</li>
<li>Over see the development of detailed proposals and statements of work.</li>
<li>Significantly grow the client relationship in terms of revenue generated and account profitability.</li>
<li>Proactively sell and manage customer expectations and communicates project and profit risks to internal team.</li>
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You have:
<ul>
<li>4-5 years of Account Management experience in a digital agency.&nbsp;</li>
<li>Experience with site development, specifically involvement in large scale site design, build-out and maintenance and enhancements.</li>
<li>Previous experience working within the Alcohol and / or Luxury categories would be advantageous.</li>
<li>Demonstrated understanding of CRM, content management, analytics, digital marketing, eCommerce, and internet technologies.</li>
<li>Knowledge of programs, projects, and management processes and toolsets.</li>
<li>Demonstrated abilities in negotiation and leadership.</li>
<li>Excellent written and oral communication skills, including presentation.</li>
<li>A comprehensive and detailed knowledge of issues within e-business, including a strong working knowledge of third-party solution providers.</li>
<li>Excellent interpersonal skills, especially in situations involving consensus and team building.</li>
<li>Ability to handle multiple tasks simultaneously.</li>
<li>Team-oriented mindset and ability to work with remote or decentralised teams.</li>
<li>A keen sense of creative thinking and problem solving.
The Talent Team at Critical Mass is focused on ensuring we provide the best training,&nbsp;onboarding, and employee experience possible!&nbsp; Our new hires &amp; employees are the future of our organization, and we want to set you up for long-term success.&nbsp; In&nbsp;an&nbsp;effort to do so, we&nbsp;expect our team&nbsp;to work from an office&nbsp;4&nbsp;days a week.&nbsp; The ask stems from our want to:
Strengthen opportunity for continuous learning
Improve collaboration and team&nbsp;relationships.
Increase employee engagement
This hybrid model balances the need for individual flexibility while maintaining the relentless customer focus we provide at CM.&nbsp; We understand that not everyone may feel comfortable with this expectation, so we ask that you please let&nbsp;us&nbsp;know immediately if there are any concerns so we can help navigate accordingly.
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