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  • Social Media Account Manager

    Job Locations 3 weeks ago(6/4/2018 2:34 PM)
    Requisition ID
    Posted Date
    Account Management & Client Services
    Remote US
  • Overview


    ICUC - The global leader in social media management services. 



    Position Title: Account Manager 
    Position Type: Salaried
    Reports to: Director, Client Services

    Location: Remote 

    Position overview

    As an ICUC Social Media Account Manager, you are on the front line, ensuring our client's needs are met and that we are delivering the best service possible at all times.  We succeed or fail by our reputation. Your goal will be to retain and grow their business by identifying and implementing the ICUC services that will help them meet their goals.


    You will work closely with our cross-functional teams to provide your clients with best-in-class service, building long-term client relationships in order to grow and develop each account.

    You also need to be a strategic thinker whose knowledge of social media best practices, emerging technology, and trends will be at the heart of your ability to respond creatively to client briefs, aiming to become their go-to social expert.


    Our Account Managers work across a diverse set of accounts; from full-scale, long-term projects for global brands such as The Walt Disney Company and Starbucks, to smaller scale campaigns for organizations such as the Salon and HelloWorld. These encompass a range of services, from pure social media moderation work with a focus on safety and brand protection to full implementation of social media engagement, insights and creative strategies.


    ICUC is a performance-driven, results-focused organization. As an employee, you are 100% autonomous and 100% accountable. This means you are trusted to determine when, where, and how to work to accomplish what you were hired to do. With a strong grasp of budget and project management, you will have overall responsibility for the efficient running of your accounts and continued growth of ICUC’s reputation for quality.



    • Growing the value and stickiness of each client's account.
    • Regular client account reviews, status meetings and presentations.
    • Ensuring timely delivery of client activity reports.
    • Having an in depth understanding of social media analytics and insights provided within activity reports.
    • Advising clients on social media best practices.
    • Ensuring all clients social media KPIs are met or exceeded.
    • Overseeing and ensuring our quality of service.
    • Understanding of Client Service best practices
    • Identify opportunities to sell in additional services that will help the clients meet their goals.
    • Set-up and implementation of social media projects.
    • Maintaining Salesforce, keeping your Opportunities and Projects up to date 
    • Leading on proposals and SOWs for your clients
    • Working closely with Resources, Training, Client Services and Quality Control on all accounts.
    • Ensuring all Content Specialists are trained on your accounts.
    • Excellence in time management for due dates, communication, responses, etc.
    • Not afraid to take lead and/or actively participate in all client and internal meetings
    • Working in partnership with other client agencies – media, creative and PR.
    • Keeping clients abreast of ICUC’s evolving services.
    • Contribution to new business pitches.
    • Working with senior management to shape ICUC’s strategic offer.
    • And other tasks that will come up on a young, fun, entrepreneurial company.


    You must have account management experience with the responsibility for major brands, operating as a primary client contact and working with senior client stakeholders. You will be able to demonstrate a passion for all things Social.

    • BA or BS in Marketing, Public Relations, Communications, Public Affairs, or related field, preferred, will substitute based on experience
    • MINIMUM 3-5-years account management specifically in the social media industry.
    • MINIMUM 2-year staff management experience
    • MUST HAVE hands-on social media experience.
    • MUST HAVE experience working with multiple major brands, managing their social reputations
    • Experience with social platforms, Facebook, Twitter, Instagram, Snapchat, Pinterest, etc.
    • MUST HAVE experience with community management and reporting, Hootsuite, Crimson Hexagon, Sprinklr, preferred.
    • Ability to travel to client meetings as needed (approx 5%)
    • Experience working in a fast-paced start-up is an asset.
    • Excellent written & verbal communication skills with engaging presentation skills.
    • High level of accuracy & attention to detail.
    • Strong sense of account ownership & pride in work.
    • Strong time management skills with the ability to plan, prioritize, monitor, & respond to changes quickly in a fast paced, entrepreneurial environment.
    • Ability to manage tight timelines, both solo and within a team, collaborate with other departments virtually, with the confidence to take the lead and guide other employees when necessary.
    • Proven history of developing new, sustainable processes.
    • Proficient computer literacy, proven through work experience in software applications, spreadsheet tabulations, social media coordination, etc.
    • Awareness of current social media trends.
    • Strong decision making skills coupled with good judgment.
    • Ability to multitask in a fast paced, entrepreneurial environment.
    • Good sense of decorum & brand appropriateness.
    • Friendly, diplomatic, & imperturbable self-starter with the willingness & desire to take initiative & get the job done.
    • The candidate will be required to undergo a Criminal Record Check.
    • Must adhere to ICUC internal company policy.


    Social Media

    • Proficiency with social media platforms.
    • Excellent knowledge of current events.



    • Must utilize a desktop computer or laptop meeting the minimum system requirements:
    • Running the latest version and update of the Operating System.
    • 4GB of RAM or more.
    • Must have an active and updated version of an anti virus software and ad-blocker.
    • Subscribe to high speed internet - minimum 30 mbps, or higher.
    • Must have adequate headset/mic. Webcams not required but encouraged.



    • Must be able to speak and write in English. Additional languages are considered a plus.
    • Excellent written, verbal and interpersonal communication skills with a high level of proficiency in written communication.


    About ICUC: 

    ICUC is the global leader in Social Media solutions for over 15 years. To date, ICUC consists of over 600 people, in over 35 countries, covering 50 languages around the clock. In an environment where the only constant is change, we create common ground between brands and audiences across communities and social media. Fueled by an unique culture built in and around meritocracy, we bring the passion, the know-how and the balance necessary to maintain the charted course we set for ourselves: to be the best, we employ the best. Are you ready to be part of the Team ICUC?



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