Marketing Account Manager/Client Success Manager

(Change-maker, Challenge lover, Creative thinker)

Department: Client Success

Location: Sydney Office – Unit A1, 35-39 Bourke Road, Alexandria NSW 2015

Salary: $110,000 - $140,000, depending on experience

Application Form : https://wkf.ms/45VL8LI

Only applications submitted via this form will be considered:

You

Who are you? Who are we looking for?

We’re on the lookout for an exceptional individual who not only thinks outside the box but is ready to redefine how the box is built.

You’re a strategic thinker with a robust marketing background, deeply understanding the strategies, channels, and diverse projects our clients undertake.

Your ability to connect with clients and transform their ideas into impactful realities sets you apart.

This role demands resilience, creativity, and a passion for tackling challenges head-on in a dynamic, fast-paced environment.

You’ll excel at managing projects, ensuring client profitability, and navigating the complexities of various marketing initiatives—from campaign ideation to rebrands and beyond.

You simply love GSD! A personal mantra might be, 'I see only the destination, and all obstacles must give way' (gotta love Winston)

At Step Change, our clients and our team are the two pillars that drive our success. As a Client Success Manager, you’ll be the crucial link that harmonises both, blending your marketing expertise with strong relationship-building skills to deliver outstanding results and foster long-term partnerships.

The Role

As a Client Success Manager, you’ll be more than just a thinker; you’ll be a builder.

We need someone who thrives in a truly fast-paced, dynamic environments, loves a challenge, and always seeks new ways to innovate.

This role is perfect for someone who excels in project management and loves creative output.

Client Relationships: Manage and enhance relationships with our high-value clients, ensuring their needs are met and exceeded.

Creative Translation: Translate client needs and briefs into actionable tasks for our creative teams.

Marketing Expertise: Bring a robust marketing background with hands-on experience across various channels, including website projects, social media campaigns, TVCs, and OOH.

Strategic Insight: Understand Value Propositions, Go-to-Market Strategies, and Purpose Discovery, and translate these into actionable client work and creative outputs.

Branding Projects: Experience in branding, rebranding, or refreshing existing brands will set you apart.

Team Management: Manage and mentor your team to bring out the best in the individual and the team for exceptional client outcomes

Willingness to learn the Step Change ways: Dive into our unique approach, embrace our values, and apply them to deliver innovative, tailored solutions. We want someone who’s not just following a formula but actively evolving with us.

Us

The ‘Why Step Change’ Pitch…

"We inspire Step Changes in businesses and teams."

Why should you join us? Simple: We’re different. At Step Change, we embrace strategy AND creativity and encourage you to bring your whole self to work.

We also have a strict "W*nkers Don’t Work Here" policy (see more here). We believe work should be a place where you feel trusted and empowered to ideate, create, collaborate, and celebrate—with less ego and more humility.

You’ll be surrounded by people who are hungry, humble, and smart, and we expect the same from you.

Our values aren’t just words; they’re how we operate:

· Radically Honest: We value transparency and authenticity — even when it's hard.

· Being My Word: We deliver on our promises. You'll deliver on yours.

· We Before Me: Teamwork drives our success. Care for your team, they'll care for you.

· Being Unstoppable: We thrive on challenges. We only grow outside comfort zone.

· Bringing a WOW: We exceed expectations. We don't mind the old 'jazz hands'

What We're Looking For

A little more about what you’ll be doing, and what skills and qualifications we imagine you’ll have.

Responsibilities:

Value Champion: Uphold our core values, contributing to a positive and productive work environment.

Client Liaison: Serve as the primary point of contact for clients, ensuring high standards of service across both retained and project-based engagements.

Session Facilitator: Lead client sessions with support from a Client Success Executives, involving senior leadership for complex issues when necessary.

Marketing Strategist: Develop and implement integrated marketing strategies, campaigns, and business development plans tailored to client needs.

Creative Oversight: Ensure that creative outputs align with client objectives and brand guidelines.

Project Manager: Oversee the end-to-end management of accounts and projects, ensuring alignment with business and client goals.

Budget Manager: Monitor project timelines and budgets to ensure profitability and successful delivery.

Cross-functional Collaborator: Facilitate collaboration across departments to secure necessary resources for client projects.

Team Leader: Provide leadership, mentorship, and direction to your team, fostering a supportive and collaborative environment.

Process Optimiser: Continuously seek ways to improve processes and outcomes, enhancing efficiency and client satisfaction.

Performance Monitor: Track and achieve key performance indicators (KPIs) related to profitability, client satisfaction, and project quality.

Yep... it's the whole box and dice here!

Skills and Qualifications:

Experienced Professional: 5+ years of experience in marketing or credible agency, with an account management background. Ideally, you have a mix of in-house and agency experience.

Strategic Thinker: Strong understanding of marketing channels, strategies, and the timelines required for various creative outputs.

Brand Specialist: Experience with branding and rebranding initiatives is highly regarded.

Client Relationship Manager: Proven ability to manage client relationships and lead complex projects across multiple channels.

Problem Solver: Excellent problem-solving, organisational, time management, and leadership skills.

Proactive Communicator: Ability to anticipate client needs and provide tailored solutions.

Team Manager: Experience leading a small team, including creatives, is essential.

Remote Work Savvy: Experience working with remote teams and resources is a plus.

Educational Background: A bachelor’s degree in Marketing, Business Administration, or a related field is preferred.

Our Recruitment Process

The best we can do for our A-players is hire more A-players.

So please forgive us on the difficulty on becoming a stepper, as it’s worth it once you’re in!

Our recruitment process might have the following steps:

A quick video you prepare to show us your ‘flair’.

A cognitive general intelligence test (GIT) just for benchmarking.

A quick hello zoom call to make sure you match what you’ve sent in.

A live ‘exam’ style task so we get to see how we’d ‘play’ when it gets real.

The standard structured interview you’d expect with a values alignment check.

Reference checks so we know how to get the best out of you from people who know you.

How do you apply?

Submit your CV and video with this link: https://wkf.ms/45VL8LI

Please note our team will only review applications via this form.

APPLICATION FORM: https://wkf.ms/45VL8LI

At Step Change, we know that a diverse team leads to a wider range of perspectives, innovative ideas and better results. We encourage applications from people of all backgrounds, experiences, and perspectives. Even if you don't meet every requirement but feel you have the right energy and drive for this role, we want to hear from you. Join us and bring your unique strengths to our dynamic team.

Let's create something extraordinary together!