Client Operations, Strategic Account Manager

About us: Highwire is a modern strategic communications and digital marketing agency designed for disruptive companies. We work with high-growth technology companies and established brands looking to reinvent themselves. 
At Highwire, we believe that storytelling fuels transformation. And the most impactful stories represent all voices and perspectives. As a values-driven agency, we foster an inclusive environment where everyone—regardless of age, race/ethnicity, size, shape, gender identity, sexual orientation, religion and different abilities–can feel safe, celebrated and worthy. 
We ensure every Highwire Walker has unique support to climb to success. Our commitment to diversity, inclusion and belonging is permanent and foundational to our business and culture. We aspire to change our industry and build a better future for all.
Our people-first culture is driven by four core values:Inclusion AlwaysGrowth MindsetTeam Empowerment Fierce Distinction 
We’re looking for individuals with big ideas, strong opinions, and the energy to bring them to life. If you thrive in an environment that values personal accountability, high standards, and boundless motivation, this is the opportunity for you. Be part of our award-winning culture and contribute to an exciting and growing business where you can make a real impact. 
We are based in San Francisco, with offices in New York, Boston, and Chicago. However, we are also open to hiring in the following states: Connecticut, Florida, Indiana, Michigan, Missouri, New Jersey, North Carolina, Oregon, Pennsylvania, Texas, Utah, Vermont, and Washington.
About the role: Highwire Client Operations, Strategic Account Managers are our in-house relationship experts and go-to consultants for all things related to marketing strategy within the Digital department. Each team member “owns” several accounts, acting as a dedicated point of contact and internal advocate for our clients. They also agilely perform functions related to content strategy, relationship management, and marketing systems according to their expertise. They are also intellectually curious and will go out of their way to read and learn more about a variety of industries that our clients operate in. 

Essential Functions

• Client communications — replying promptly and conscientiously to client emails, comments, and messages; setting appropriate expectations and boundaries; identifying upsell opportunities or signs of churn; and fostering positive overall relationships
• Running client syncs — preparing meeting agendas, capturing action items, and scheduling action items
• Project management — including scheduling client projects, assigning work to the internal team, communicating considerations to stakeholders, and maintaining work trackers
• Proofreading and delivering content such as blog posts, web pages, ebooks, and data reports
• Compiling resources and noting feedback related to client projects, competitors, goals, etc. 
• Executing basic content strategy exercises, including keyword research and topic brainstorming
• Publishing blog content via client CMS platforms, including HubSpot, WordPress, and Contentful
• Deploying weekly update emails via HubSpot that share key stats and upcoming milestones
• Compiling reports that outline program performance using tools such as Google Analytics, Ahrefs, and HubSpot
• Designing full-funnel inbound content plans
• Auditing client SEO performance and consulting on best practices
• Writing abstracts for various forms of content, including search-optimized blog posts, data reports, and surveys.
• Hosting content theme development sessions with clients
• Conducting interviews with subject matter experts
• Drafting strategic briefs for content writers
• Client onboarding — scheduling task flows and preparing onboarding decks for kick-off calls with new clients. 
• Uploading and organizing resources and reference materials related to client accounts. 
• Maintaining a library of communications templates for use in Gmail and Slack (e.g., template for content delivery). 
• Coordinating the production of internal training materials for new accounts and assisting in updating info as needed. 
• Coordinating the production of client-specific content templates with the editing team. 
• Creating and maintaining templates used by the Client Operations team for project management (e.g., work tracking Google Sheet template)

Requirements

• 2+ years experience in a professional role and comfort navigating the corporate space
• Working knowledge of search engine optimization and content marketing fundamentals
• Confidence with short-form writing and understanding of long-form content structure
• Aptitude for relationship management and project management
• Exemplary organization and time