Content Analyst/Account Manager Job Description

Job Summary

The Content Analyst/Account Manager (AAM) serves as the primary contact for the clients and is the lead person responsible for customer satisfaction. The AAM is expected to produce and deliver high-quality products and consistently provide outstanding customer service to all assigned accounts. The AAM must establish and maintain trust-based relationships with internal and external stakeholders. Hiring in Virginia, Missouri and Kansas.

Company Description

Infoition provides integrated media monitoring, measurement and analysis services. Through a combination of search technology and human analysis, Infoition performs a comprehensive search of print, online, broadcast and social media channels. We track which messages are conveyed, measure volume and sentiment, and identify who is leading the discussions throughout industry coverage to help our clients evaluate and refine their communications strategy. Founded in 2003, and driven by our commitment to client service, Infoition has maintained a retention rate of more than 90%, including Fortune 1000 companies, Congressional and White House offices.

Key Areas of Responsibility

?      Establish and strengthen Infoition’s relationship with assigned customers by serving as the primary, day-to-day point of contact.

?   Proactively engage the client to notify them of new Infoition products/services as well as identify opportunities to strengthen or add to current products and services

?   Provide quick, accurate, and valuable responses to customer requirements that appropriately reflect Infoition’s ethics of customer service.

?   Reinforce in words and action Infoition’s value propositions, helping to build the case for contract renewal and upsell opportunities throughout the year.

?      Manage the delivery of all assigned media monitoring, measurement, and analysis products and services, ensuring all deliverables adhere to Infoition’s quality standards and production requirements.

?   Convene and coordinate appropriate  resources to effectively and efficiently deliver quality products and services.

?   Work with Operations to access all relevant publications and to obtain subscriptions when necessary.

?   In coordination with Operations, ensure proper record keeping of all client-related contract documentation, correspondence and contact information,

?   Actively pursue improvements to all production processes and direct potential improvements to the VP of Content.

?      Collaborate among appropriate representatives of Content, Operations, and Business Development Teams to secure customer retention and smooth product deliveries.

?   Collaborate with Operations Team to ensure appropriate invoicing and collections for each customer.

?   Collaborate with the Technology Team to resolve any technological obstacles or improvements needed to maintain customer satisfaction.

?   Collaborate with the Business Development Team to maximize sales opportunities via demonstration products or trials.

?   Collaborate with the Business Development Team’s Account Executives to maximize customer retention and expand customers’ use of Infoition products and services.

 ?     Identify media monitoring, measurement, and analysis needs of assigned customers outlining potential expanded/new products and services. 

 ?     Recognize and share sensitive or valuable communications with Team members and VP of Content.

?      Contribute positively to Infoition’s business environment, encouraging professional, cultural and financial growth among all colleagues and across the entire organization.

?   Serve as Team Leader when called upon to do so, and cooperate with each acting Team Leader.

Tasks  (%= typical daily requirements)

?      Contribute to production of daily deliverables (65%).

?      Respond to customer inquiries and engage them in conversations about the value of the content and quality of the deliverables to their mission (15%).

?      Provide training and professional development to research and analysis staff in conjunction with the VP of Content and Operations (5%).

?      Collaborate with Operations and Technology Teams to ensure seamless customer experience (5%).

?      Other assigned duties, including document maintenance, customer renewals, demos, and professional development (10%).

Reports to: VP of Content

Collaborates with:Other industryAccount Managers, Corporate Officers and Directors as needed.

Direct Reports:Staff members as required to produce and deliver products/services.

Knowledge, Skills, and Abilities

• Bachelor's degree required. Two or more years experience in journalism, public relations, public policy or related field preferred.
• Ability to write, edit and present effective media analysis.
• Understanding of how to utilize and leverage online search tools, including social-media search tools.
• Organizational and time-management skills.
• Effective communicator across a variety of formats, including email, phone, and in person.
• Ability to work independently or as part of a team.
• Ability to balance detailed requirements with big-picture vision, mission, goals and demands.
• Technical competence to utilize suites of online and offline resources and conduct basic trouble-shooting.
• Handle deadlines and pressure situations well.
• Plan and carry out responsibilities with minimal direction and/or supervision.
• Team-oriented attitude and willingness to pitch in wherever/whenever needed.
• Desire to advance leadership skills and assume leadership roles.
• Possess keen analytical skills (able to observe a situation, discern a problem) and report details.
• Willingness to pursue professional development through independent academic/seminar training courses/sessions.
• Ability to provide effective intra-company feedback and professionally evaluate others’ work.