Customer Care Executive jobs in United States

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

Account Manager

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

As our Account Manager, you will be responsible for maintaining a positive and prosperous working relationship with the client, growing and supporting potential opportunities within existing clients, creating client interest in new deliverables, and supporting with new business proposals. You will be central in translating our client's vision into business requirements, reviewing team deliverables, providing strategic oversight, and bringing the right mix of agency capabilities to the forefront in response to briefs. You will possess high expertise on digital trends and technologies and have a hunger for continuing your professional development.

What you'll do:

• Play the role of the main point of contact for client partners, supporting the creation and maintenance of account growth plans
• Support the Account Directors and Managing Director and work with the Project Manger on day-to-day project management to ensure work efficiency and effectiveness
• Generating revenue & profit targets as defined for accounts.
• Manage multicultural projects, coordinate teams and clients; spot risks and issues, support resourcing, control the schedule and budget
• Gain and maintain knowledge of clients' business, industry and competitors
• Up-selling and cross-selling consulting services within the client business
• Obtain key client information and transfer accurately to project teams to ensure effective scoping of work.
• Support new business opportunities from start to finish - putting tender submissions in place, driving proposals
• Build financial management skills, including preparation of billing and monthly projections for review
• Be a role model for stewardship between the client and the agency by balancing the account's needs while avoiding unnecessary expenditures and negotiating required costs.

What you'll need:

• Minimum 3-4 years of client contact experience in a creative agency, communications, or customer service environment; demonstrated impact on the communication and online strategy for major clients.
• Agency experience would be advantageous
• Outstanding ability to lead, convince, and inspire in a client-service environment; superior listening, interviewing, meeting facilitation, presentation, and writing skills.
• High knowledge and expertise in digital - and personal perspective on Internet trends and technologies, business and site performance analysis, user-centred design process.
• Proven ability to lead, mentor, and collaborate in a team-oriented workplace.
• Prior leadership role at growth-oriented creative or interactive firm.
• Must be proactive, a self-starter and an excellent communicator both verbal and written.
• Ability to create coherent and persuasive presentations with proficiency in Word, Excel, Outlook and PowerPoint.
• Possesses superior communication skills, both internal and client facing.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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