Social Factor is growing and we’re looking for a full-time Technical Account Manager to sit onsite with one of our key clients. The Technical Account Manager will be a primary contact for our client’s team, agency partners and vendors, providing real time expertise, support and guidance around best practices, issues, and capabilities for a variety of social media tools. This person would be a hands-on professional, with excellent problem-solving skills, a strong understanding of digital marketing initiatives and analysis, and enjoys working with and building relationships with a variety of different personality types.

 "A day in the life of" will include:

  • Being seen as an expert in social media insights and tools with the ability to articulate and communicate these with authority to clients and colleagues
  • Serving as the primary day-to-day point of contact for software tool vendors to perform auditing and liaising with internal teams
  • Supporting client, partner and vendor relationships in collaboration with the greater account team 
  • Tracking Social Media assigned budgets for all vendors, optimizing the spend and identifying any savings opportunities
  • Leading monthly social meetings with social publishing tool users across the enterprise to share platform product releases, align on upcoming initiatives, address tool-specific questions, provide channel updates, and collaborate on activities
  • Oversee the maintenance of an internal Social Media Resource Center, updating with new best practice one-sheeters, request forms, design templates, and more
  • Leading Social Media Council via quarterly call and newsletter, ensuring key marketers are up to speed on the latest social releases and trends
  • Proactively approaching business objectives and challenges with a thoughtful and strategic perspective
  • Building strong rapport with new and existing clients 
  • Identifying and communicating needs for project team members on assigned work streams 
  • Actively leading or participating in regular update meetings to facilitate ongoing internal and client communication 
  • Actively participating in client delivery teams to enhance and deepen client relationships 
  • Collaborating with the greater team to track and measure the success and business impact of all efforts

Required Skills:

  • Experience creating social media reports and report design
  • Experience with Powerpoint
  • Experience using and setting up Brandwatch (or similar social listening tool), including knowledge of boolean query language and ability to refine queries to focus on the right data
  • Expertise with Google Analytics
  • Proficiency with using Sprinklr, Khoros, or similar social media tools
  • Budget management
  • Excellent presentation skills

Our ideal candidate will have:

  • 3+ years of experience in customer and/or technical support roles, ideally with a focus on web applications and Enterprise Software Solutions
  • 3+ years of experience working with customers, managing relationships and setting customer expectations
  • Prior experience in an account and/or client-facing project management role, with an excellent understanding of workflow and managing fast-paced, multi-faceted projects
  • High energy with the proven ability to manage initiatives to successful completion
  • Proven ability to multitask in a dynamic, rapidly growing organization with tight deadlines
  • Confidence managing priorities and deadlines as a part of a large enterprise team
  • Strong interpersonal and communication skills 
  • Strong organization and problem-solving skills
  • Ability to quickly develop rapport and positive working relationships with clients and co-workers
  • Excellent follow-through and professionalism
  • Proactive and solution-oriented approach
  • Sound client service and business acumen 
  • Ability to collaborate effectively at all levels and functions 
  • Experience working with teams in multiple locations 

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