高级客户经理

### **Company Overview:**

Privately owned and operated, Digible was founded in 2017 with a mission to bring sophisticated digital marketing solutions to the multifamily industry. We offer a comprehensive suite of digital services as well as a predictive analytics platform, Fiona, that is the first of its kind.

At Digible, Inc. we love to celebrate our diverse group of hardworking employees – and it shows. We pride ourselves on our collaborative, transparent, and authentic culture. These values are pervasive throughout every step of a Digible employee's journey. Starting with our interviews and continuing through our weekly All Hands Transparency Round-up, values are at the heart of working at Digible.

We value diversity and believe forming teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds and different industries to apply. Come join us and find out what the best work of your career could look like here at Digible.

**Digible Core Values:**

- **Authenticity**- The commitment to be steadfast and genuine with our actions and communication toward everyone we touch.
- **Curiosity**- The belief that a deep and fundamental curiosity (the "why") in our work is vital to company innovation and evolution.
- **Focus**- The collective will to remain completely devoted and ultimately accountable to our deliverables.
- **Humility**- The recognition and daily practice that "we" is always greater than "I".
- **Happiness**- The decision to prioritize passion and love for what we do above everything else.

### **The Role:**

Digible is looking for a Senior Account Manager to join our team!

Our Client Services department is responsible for cultivating extraordinary relationships with our clients, making strategic recommendations that demonstrate a deep understanding of client goals, and ensuring digital campaigns and products are meeting and exceeding expectations.

The Senior Account Manager joining this team will be directly responsible for managing the agency's most strategically complex client relationships, characterized by higher MRR/ARR and requiring senior-level strategic guidance, cross-functional coordination, and proactive account leadership. The Senior Account Manager will own the strategic direction and performance of all digital aspects of their clients' campaigns, including all Digible’s Paid and Organic service offerings.

The Senior Account Manager will also act as a product expert for Digible’s tech platform, Fiona, serving as a resource for adoption, feedback, and strategic integration. The Senior Account Manager has in-depth digital knowledge, exceptional communication and leadership skills and thrives in a fast paced, collaborative environment.

**You’ll love this job if you:**

- Love talking to clients, building relationships and finding ways to proactively provide value
- Serve as the internal expert on your clients. Ask thoughtful, inquisitive questions to deepen your understanding of each client’s business, goals, challenges, and priorities.
- Are energized by developing others — you find real satisfaction in watching an AM you’ve coached level up
- Want to own client strategy, not just execute it — you think in terms of long-term portfolio health and expansion
- Are ready to lead department initiatives end-to-end, not just contribute to someone else’s
- Can balance a full client book with big-picture departmental thinking — and make both look easy
- Thrive on presenting to clients — QBOs, market analyses, strategic recommendations — you command the room
- Have a point of view on the industry and want to shape how Digible shows up as a thought leader
- Have an appetite for process improvement — you spot inefficiency and fix it, you don’t just flag it
- Naturally think “we” — and know that means developing the people around you, not just doing great solo work

**What you’ll do:**

**Client Strategy, Retention & Expansion**

- Serve as the primary strategic point of contact for a portfolio of 5–8 clients or one Enterprise Account spanning 110-130 properties, owning the health and direction of each relationship
- Lead Quarterly Business Outlooks (QBOs) — delivering in-depth market and portfolio analyses live to clients each quarter, paired with clear, data-backed expansion recommendations.
- Own both retention and expansion across the portfolio, proactively aligning solutions to client goals to drive measurable revenue growth.
- Oversee advanced, cross-channel digital marketing strategy spanning Paid Search, Paid Social, SEO, Organic Social, Geofencing, Display, Reputation Management, Email, and Native.
- Utilize Account Coordinators to execute all level 1 tasks
- Sustain a monthly retention rate of 96%+ and a client response time under 5 hours.

**Department Leadership & Initiatives**

- Lead departmental initiatives end-to-end, scoping the work, setting milestones, driving accountability, and owning the outcome.
- Identify and implement the latest technology (AI) to drive process improvements that strengthen scalability and efficiency across the team, turning lessons from individual accounts into reusable practices where appropriate.
- Contribute to company-level initiatives that fuel long-term departmental and business growth.
- Develop case studies and success stories that reinforce client investment and elevate Digible's market presence.

**People Development & Mentorship**

- Provide structured mentorship to Account Managers and Coordinators through regular check-ins, feedback on reporting interpretation and coaching next-level readiness
- Set and reinforce best practices across the team, acting as a standard-setter who makes successful approaches reusable rather than simply a top individual performer.

**Product & Platform**

- Support product demos and client onboarding to drive effective platform adoption and gather actionable user feedback
- Partner with Product and Development teams to translate client needs and usage patterns into feature enhancements and platform improvements
- Surface and help troubleshoot platform issues and bugs, ensuring client-impacting concerns are communicated and resolved effectively
- Provide input on product functionality, user experience, and UI improvements based on client feedback and real-world usage

**Your Success Will Be Measured By:**

- Retention % on assigned portfolio ≥96%
- CSAT ≥85
- Response time SLA: <5 hours
- Report accuracy: 100%
- QBO completion: 100% of assigned clients, quarterly
- Expansion recommendations delivered per quarter: ≥1
- % of expansion recommendations adopted
- % YoY revenue growth by client
- Mentorship: ≥2 AMs/Coordinators

While this job description outlines the core expectations of the role, it’s not a full list of everything you’ll do at Digible. We believe in leaning in — hitting your key goals, sharing insights, and finding new ways to elevate performance, process, and client success.

**You should have:**

- 6+ years in a client-facing role, with a proven track record of managing high-volume portfolios
- 5+ years of digital marketing experience including paid search, paid social, display, and geofencing
- Experience Working in a fast paced agency environment
- Proven success in delivering measurable growth for client portfolios
- Strong leadership and mentorship skills
- Demonstrated success leading Quarterly Business Reviews or equivalent executive-level client presentations
- Experience leading projects or initiatives from initiation through completion — not just contributing to them
- Strong leadership and mentorship skills — you’ve developed others and can point to their growth
- Multifamily, Senior Living, or Student Housing experience is a plus

**Pay, perks and such:**

- Annual Salary: $87k - $100K
- Discretionary Bonus
- 4-Day Work Week (32 Hour Work Week)
- WFA (work from anywhere)
- We offer 3 weeks of PTO as well as Sick leave, and Bereavement
- We offer 11 paid holidays
- 401(k) + Match
- 75% employer paid health benefits (Medical, Dental, and Vision)
- We offer $75/ month reimbursement for Physical Wellness
- We offer $75/ month reimbursement for Mental Wellness
- $1000/year travel fund for employees who have been with Digible 3+ years
- Dog-Friendly Office
- Paid Parental Leave
- Monthly Social Events
- Weekly Lunches and Snacks for in-office employees

##### HEADS UP! We believe in transparency throughout our hiring process. To help us ensure a great fit, we'll ask you to share a few professional references during the hiring process who can speak to your experience and skills. It’s all part of our commitment to open, honest communication and our core values: Focus, Authenticity, Humility, Curiosity, and Happiness.