Job Description

Role Overview

The Key Account Manager (KAM) is responsible for building and maintaining long-term relationships with key clients, ensuring their business needs are met through exceptional service, creative solutions, and strategic account growth. This role acts as the primary point of contact for clients, aligning their brand goals with SMX’s services while coordinating internally with project management and creative teams to deliver impactful campaigns.

Key Responsibilities

Client Relationship & Brand Understanding

• Serve as the trusted advisor and main point of contact for key accounts.
• Develop a deep understanding of client brand direction, target audiences, and marketing goals.
• Build strong, lasting partnerships with clients to foster loyalty and repeat business.
• Monitor competitor activities and industry trends to proactively advise clients.

Account Management & Growth

• Manage client inquiries and requests across multiple channels (email, calls, meetings).
• Identify client needs and translate them into actionable briefs for internal teams.
• Proactively identify opportunities for upselling and cross-selling additional services.
• Track account performance, client satisfaction, and renewal opportunities.

Project Collaboration & Delivery

• Work closely with project management and creative teams to ensure briefs are accurate, complete, and aligned with client expectations.
• Collaborate on proposals, pitches, and presentations to deliver innovative solutions.
• Ensure timelines, budgets, and deliverables are consistently met.
• Review creative outputs (logos, colors, design elements) to ensure adherence to client brand guidelines.

Issue Resolution & Service Excellence

• Address client concerns and escalate issues to management when necessary for prompt resolution.
• Provide regular updates to clients on project status, ensuring transparency and trust.
• Collect client feedback and collaborate internally to drive service improvements.

Job Requirements

Skills & Competencies

• Strong interpersonal and relationship-building skills with the ability to influence at multiple levels.
• Excellent communication and presentation abilities, both written and verbal.
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Strategic thinking with the ability to align client needs with company services.
• High organizational skills with the ability to manage multiple accounts and projects simultaneously.
• Collaborative mindset, able to bridge communication between clients, creatives, and project managers. 

Qualifications & Experience

• Bachelor’s Degree in Business, Marketing, Communications, or equivalent.
• 1–3 years of experience in account management, client servicing, or key account roles (preferably in creative, marketing, or agency environments).
• Proven track record of managing key clients and delivering measurable business growth.
• Familiarity with project management tools and CRM systems is an advantage.

Skills