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 Always

Growth Mindset

Team 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. 

• 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)

• 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 management skills
• Fluency in G-Suite and assured in learning new programs
• Comfort and confidence in spellchecking between 1,000-4,000 words of content per day
• Someone who is able to work in front of a computer screen and type for the majority of the business day
• Someone who is capable and confident in performing video calls on behalf of Highwire
• Someone who is available to work Monday through Friday during standard business hours in a U.S. timezone (PT/MT/CT/ET)

• Experience in the B2B technology space (or a passion for emerging technologies)
• Experience in digital marketing and publishing environments like WordPress, HubSpot, etc.
• Experience with customer relationship management software like HubSpot CRM or Salesforce
• Experience with reporting tools like Google Analytics, Google Search Console, HubSpot Analytics, etc.
• Proficiency in web-based project management software like Kantata, Asana, Monday.com, Wrike, or similar
• Previous agency experience is an asset but not required
• Must be comfortable in a client-facing role and have excellent written and verbal communication skills
• Must demonstrate the ability to articulate ideas effectively and engage with diverse stakeholders, ranging from C-level executives to interns

• Competitive salary
• Merit-based bonuses and promotions
• Hybrid work model to suit your schedule and lifestyle
• Excellent vacation policy including an extended break for summer and winter holiday
• Participate in Empower Hours on Fridays; Team has the ability to log off by 3 pm
• 401K Match
• Medical and dental benefits/ FSA
• Paid Parental Leave
• Commuter Benefit
• Home office equipment stipend
• Growth Mindset Stipend of $100 annually for books, exhibitions, etc.
• Technology reimbursement
• Wellness benefit
• Donation Match
• Full-time writing Coach
• Mentorship
• Monthly recognition programs
• Employee referral bonus
• New business referral bonus
• Quarterly Highwire fun events – Thanksgiving is our favorite holiday
• Dog-friendly work environment
• Extremely supportive, nurturing environment with many opportunities for learning and growth

The duties delineated above will vary depending on the needs of each specific account, and in no way states or implies that these are the only duties to be performed by this employee. This individual will be required to follow any other instructions and to perform any other duties requested by his or her supervisors. 

We are actively seeking candidates who possess a genuine passion for tech PR and are excited to expand our team. As we continue to grow our agency, we are proactively building a pipeline of exceptional individuals to connect with and consider for future opportunities.

If you are enthusiastic about the world of tech PR and are eager to embark on a rewarding career in this field, we encourage you to start the conversation by applying today. We value your interest in our agency and look forward to hearing from you.

Apply now and let's explore the possibilities together!

Job Alert

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