Client Success & Project Lead

ERM Consultants Canada Ltd.; United States; On-site; USD 60,000 - 69,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Medical insurance

401(k)

Job summary

ERM Consultants Canada Ltd. is seeking an Account Executive to serve as the primary liaison between ERM MCA and its clients, driving strong relationships and effective communication from project initiation to completion.

The AE will own project details, coordinate cross-functional teams, manage budgets, and ensure on-time, on-budget delivery aligned with client objectives, while proactively pursuing opportunities for growth.

Responsibilities

• Serves as the primary point of contact for day-to-day client communications.
• Builds and maintains strong client relationships founded on trust, responsiveness and accountability.
• Keeps clients informed of project status through weekly status reports, timelines, meetings, and other written or verbal communications.
• Receives and documents client briefings, feedback and approvals, ensuring information is communicated accurately to internal teams.
• Understands client business objectives and keeps agency teams informed about relevant client, industry and sustainability developments.
• Supports account growth by actively listening for new opportunities and identifying additional client needs.
• Owns project details from initiation through completion.
• Coordinates project timing, resources, budgets and deliverables across agency teams.
• Collaborates with internal teams to develop, maintain and adjust project schedules as priorities evolve.
• Maintains complete and accurate project documentation, including job setups, files, briefs, approvals and historical records.
• Ensures all projects are executed accurately, efficiently, on time and within budget.
• Tracks projects through project management and agency systems, proactively addressing potential delays or issues.
• Demonstrates exceptional attention to detail and "sweats the small stuff" to ensure high-quality execution.
• Works closely with account leadership, creative, research, digital and production teams to move projects forward.
• Keeps internal teams informed of project status, client feedback and potential concerns.
• Initiates and prepares first drafts of creative briefs and project documentation.
• Reviews work product prior to client delivery to ensure accuracy and alignment with project objectives.
• Coordinates client reviews and approvals for creative, production and project materials.
• Supports project budgeting, forecasting, billing and invoicing processes.
• Reviews billing schedules and invoice descriptions for accuracy.
• Maintains client projections and assists with revenue forecasting.
• Monitors project budgets and alerts account leadership to potential scope, budget or timeline concerns.
• Supports change order development and scope management efforts.
• Identifies opportunities for account growth and additional agency services.
• Supports proposal and scope development efforts as requested.
• Represents the agency at industry, client and community events.
• Builds professional relationships that strengthen the agency's reputation and business development efforts.
• Manage day-to-day account activities for assigned clients.
• Monitor and respond promptly to client emails, calls and requests.
• Coordinate project workflows, timelines and deliverables with internal teams.
• Prepare meeting notes, conference reports, status updates and client communications.
• Track project progress and update schedules in agency project management systems.
• Maintain accurate records in project management and related agency platforms.
• Review client budgets, billing schedules and invoices for accuracy.
• Prepare first drafts of creative briefs, project briefs and change orders.
• Escalate project risks, budget concerns or client issues as needed.
• Identify opportunities to strengthen client relationships and contribute to account growth.
• An effective Account Executive consistently:
• Maintains high client satisfaction and trust.
• Delivers projects on time and on budget.
• Demonstrates exceptional organization and attention to detail.
• Builds productive partnerships with clients and internal teams.
• Maintains accurate project, billing and forecasting information.
• Proactively solves problems and manages risks.
• Supports account growth and agency business objectives.
• Operates with professionalism, accountability and a client-first mindset.

Job description

ERM Consultants Canada Ltd. is seeking an Account Executive to serve as the primary liaison between ERM MCA and its clients, driving strong relationships and effective communication from project initiation to completion.

The AE will own project details, coordinate cross-functional teams, manage budgets, and ensure on-time, on-budget delivery aligned with client objectives, while proactively pursuing opportunities for growth.