our job listings

We're Hiring an Account Manager

Position: Account Manager
Location: Fully Remote
Type: Currently looking for both contract and full-time (M-F, 8:30am-5:30pm ET) positions
Experience: 3+ years, with a strong focus on managing website projects

Position Overview

As an Account Manager at Needlestack, you will serve as the primary liaison between our clients and our agency, driving strategic growth for the accounts you manage and helping ensure the successful completion of various projects and tasks. Your time will be split between building strong client relationships and managing various projects and support requests. You will be a crucial part of ensuring client satisfaction and the long-term success of the accounts you manage.

Successful Outcomes

Client Onboarding and Relationship Ownership
- Onboard new clients and provide a seamless transition from prospect to partner.
- Build and maintain strong, trust-based relationships through proactive communication, clear follow-through, and consistent value reinforcement.
- Create clear client meeting agendas to maximize efficiency and effectiveness.
- Lead client calls, updating clients on past progress and aligning on next steps, priorities, and decisions needed.
- Regularly update stakeholders on project statuses, clearly communicating:
  - what was completed
  - what’s in progress
  - what’s blocked (and why)
  - what decisions/inputs are needed
  - what is coming next
- Identify risks early (scope creep, unclear requirements, approvals lagging, technical risk) and escalate appropriately before commitments are missed.
Intake, Briefing, and Providing Clarity to Team
- Receive new support requests, confirm receipt, and add the work to Asana.
- Write and/or review detailed creative briefs that effectively communicate the goals and requirements of a new project, task, or campaign.
- Proactively chase missing client inputs/assets/access needed to begin or complete work (copy, imagery, logins, approvals, etc.) and document what’s outstanding.
Internal Alignment and Coordination
- Lead internal project meetings to ensure the entire team is aligned where needed.
- Document key client decisions, context, and approvals in our various systems to reduce rework and prevent “lost context” across the team.
- Coordinate with Traffic & Resource Manager and Project Manager(s) to understand delivery commitments, then communicate those commitments to clients and manage expectations if priorities or constraints change.
- Flag scope creep, document the change, align internally on impact, and support the change-order and approval process before work proceeds.
Value Communication and Growth Signals
- Articulate our value to clients by sharing insights and results generated by our team.

Description of Role & Responsibilities

Big Picture Responsibilities:

Client Relationship Management: You are the primary owner for client communication and satisfaction.
Client-Facing Project Management: You lead the client-facing coordination of work: owning clarity, expectations, approvals, and smooth handoffs to the internal team.

Day-to-day Responsibilities:

Onboard new clients and provide a seamless transition from prospect to partner.
Write detailed briefs that effectively communicate the goals and requirements of a new website project, support task, or digital marketing campaign.
Lead internal project kick-off meetings to ensure the entire team is sufficiently “baselined.”
Collaborate with Resource Manager and internal team to assign tasks, monitor progress, and ensure timely delivery of client projects.
Ensure scope of work is followed and negotiate adjustments when necessary.
Regularly update stakeholders on project statuses, identifying risks, and ensuring expectations are met.
Create clear meeting agendas to ensure we maximize our productivity and accomplish our objectives.
Articulate our value by sharing insights and results we generate on behalf of our clients.

Soft Skills:

Strategic Thinking: You understand the “big picture” goals of an account and can initiate and manage the projects and tasks that align with these goals.
Clear and Responsive Communication: You respond to emails in a timely manner and drive the conversation on client calls.
Owner Accountability: You take ownership of the accounts you’re managing and seek the client’s short- and long-term success.
Cross-Functional Collaboration: You bridge the gap between the client’s needs and our team’s efforts, fostering collaboration across teams and helping ensure that all projects, tasks, and campaigns are aligned and executed cohesively.
Resilience and Adaptability: You adapt to changes and client challenges with resilience, adjusting strategies and tactics as needed.
Natural Curiosity: You think about ways we can proactively help our clients achieve their online objectives and grow their business.

Qualifications

3+ years of experience in a website design agency, with a proven track record of managing multiple clients and projects across industries.
Strong proficiency in Asana (or a comparable project management system), Google Workspace, Slack, Claude, Chat GPT, and other collaborative tools. Experience with Asana AI Studio and Missive is a plus but not a requirement.
Exceptional written and verbal communication skills, with the ability to create persuasive presentations when needed.
Proven ability to leverage AI to enhance personal productivity, creatively solve problems, automate processes, and deliver better results for the accounts you’ve managed.
Proven ability to balance client satisfaction with project management, ensuring both strategic and operational success.
Experience working with luxury real estate and hospitality clients is a plus but not a requirement.

This role offers a unique blend of client management and project leadership, perfect for a motivated professional ready to contribute to Needlestack’s growth while enhancing their account and project management skills.

Living Out Our Values

At Needlestack, our core values are the bedrock of everything we do. These values are not superficial slogans that we toss around from time to time; they are deeply held beliefs that guide our actions, decisions, and interactions every single day. They shape our culture, inform our decisions, and drive us to hold ourselves to a higher standard and achieve the best possible results for our clients. Here’s what we believe:

We are strategic & creative in everything we do.
We are detail-oriented and expect excellence.
We are effective in helping our clients reach their goals.
We are responsive and communicate clearly.
We are honest and do the right thing no matter what.