Client Experience Lead, Cross-Functional Delivery

Known; New York (NY); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Unlimited paid time off

401k with company matching and no vest

Generous medical plan

Paid parental leave

Job summary

Known’s Client Experience team drives client relationships and sets quality standards for delivered work. As a Client Experience Manager, you will lead cross-functional teams, partnering with Directors and VPs to ensure projects are on time and within budget.

You’ll coordinate meetings, manage timelines, oversee deliverables, and collaborate with creative, strategy and execution teams while mentoring junior CX staff from our New York office.

Qualifications

• 6+ years of agency, consulting, brand manager or similar professional services experience.
• Proven AOR experience as lead contact and skilled at forging and growing a strong relationship with client and leading partner agency roster.
• Account or project management experience, especially for an annual account relationship and/or highly technical or detail-oriented projects.
• Effective partnership skills to form relationships with creative, strategy and media teams, ensuring the highest quality, strategically sound work that delivers on clients’ objectives.
• Superb communication, storytelling, and presentation skills.
• A strong understanding of agency financials including creating statement of works and managing hourly reporting and resourcing.
• The ability to think strategically, analytically, and proactively about diverse business problems.
• The ability to manage and be accountable for client satisfaction, growth and retention.
• A desire to work on challenging problems that require flexibility in approach.
• Act as a mentor for junior CX staff, providing mentorship, career development support, and a responsive approach to both challenges and opportunities.
• Positive and collaborative mindset
• Ability to flex across clients from various industries including Entertainment, Financial, Non-Profit
• Experience working with entertainment clients is a plus
• Experience working closely with media teams is a plus

Responsibilities

• Coordinate and project manage client engagements across scoped accounts, partnering with Directors and VPs.
• Own end-to-end client engagement, ensuring on-time delivery within budget and maximizing value.
• Leverage industry expertise to identify needs and craft tailored, high-impact solutions.
• Embrace experimentation and innovate to address client requests.
• Lead cross-functional teams and foster collaboration across creative, strategy, and execution units.
• Mentor junior CX staff and promote growth-minded culture.
• Be present in the New York office and engage in team, cross-functional, and client meetings.

Skills

AOR experience

Account management

Project management

Partnership skills

Communication skills

Storytelling

Analytical thinking

Client satisfaction

Mentorship

Team collaboration

Job description

Known’s Client Experience team drives client relationships and sets quality standards for delivered work. As a Client Experience Manager, you will lead cross-functional teams, partnering with Directors and VPs to ensure projects are on time and within budget.

You’ll coordinate meetings, manage timelines, oversee deliverables, and collaborate with creative, strategy and execution teams while mentoring junior CX staff from our New York office.