Client Relationship Manager

Foster interactions, grow impact, see the future.

A Kalamuna Client Relationship Manager (CRM) is a client-facing role that acts as a high-level liaison with client stakeholders and contacts.

You help close the sale by advancing contract execution and buy-in from all parties, and maintain the relationship going forward. In coordination with others, you’ll help form teams and forecast them.

Client satisfaction is your primary mandate. You will be our clients’ trusted ally and confidant. You will empathize with their needs and advocate for their interests to the internal project team. You will act as a conduit who converts expressed or anticipated needs into work within existing contracts, and into opportunities for new work by developing long-term digital strategies and plans with the client.

You can translate technical jargon and communicate with both technical and non-technical team members. You can inspire and entertain, and make friends easily.

Throughout the project lifecycle, you’ll provide budget and timeline oversight and report both to the client and the project’s internal Executive Stakeholder.

You will nurture and grow accounts, seek referrals, maintain references, and identify occasions to promote the value of our work to internal stakeholders and the client’s community in collaboration with Marketing and our social networks.

This position is salaried, with performance-based bonus potential.

Candidates for this full-time (40h/wk) remote position must reside in the US or Canada. If you’re a recruiter or agency, please don’t contact us.

What You'll Do

• Work with mission-driven organizations, higher education institutions, and government entities that are working to improve people’s lives
• Engage toward the end of the sales cycle to support and advance contract execution and buy-in from all parties
• Effectively build and maintain trust with clients
• Set and reset expectations; at times having difficult conversations to realign partnerships or preserve project margins
• Successfully nurture and grow existing accounts including managing renewals, identifying expansion opportunities, and seeking referrals & references
• Understand what is strategically relevant to a client’s industry
• Identify when new enhancements and initiatives should be incorporated into existing sales proposals and website case studies
• Identify when features and deliverables undertaken for other Kalamuna clients should be brought to the attention of clients you maintain relationships with
• Develop and execute long-term digital strategies that align with client goals
• Leverage subject matter experts for pre- and post-sales strategy
• Report on the health of ongoing accounts both qualitatively and quantitatively

Qualifications

• 5+ years experience in a similar role in an agency context
• Excellent presentation skills and speak the language of strategy
• Ability to draft and deliver compelling on-brand presentations, and communicate verbally and in writing with clarity, personality, and professionalism
• Fluency with SOWs, MSAs and similar agency contracting vehicles
• Experience maintaining deals and relationships in Customer Relationship Management software
• Understand the essentials of web strategy, design, and open-source web development in an agency context
• Familiarity with Content Management Systems, particularly Drupal and/or WordPress
• Ability to work with Marketing, Sales and Senior Leadership to help better express our market position and unique value proposition
• Understanding of and experience working with Agile methodologies

Bonus Points

• San Francisco Bay Area roots and/or residency
• HubSpot experience
• Community outreach – acting as a subject matter expert within our industry
• Ability to derive insights from Google Analytics
• Experience with client gifting and appreciation strategies
• Experience with procuring agency services from the client side
• Proposal writing, grant writing or journalism writing experience
• Public speaking, student government, stand-up comedy, or other “out-there” experience speaking to groups

Working With Us

People are at the ♥ of everything we do.

Kalamuna is driven by a civic spirit to help socially impactful institutions, nonprofits, and governments better communicate with constituents and do right by the people they serve. We bring digital communications to life for organizations as varied as Fair Trade USA, the American Foundation for the Blind, the Environmental Defence Fund, the Smithsonian, UC Berkeley, Stanford, and the Fine Arts Museums of San Francisco.

Kalamuna’s mission is to empower our clients with the research, strategy, design, and technology that will transform their organizations to better serve the needs of their audiences and communities. Kalamuna aligns itself in this manner to make each of our client’s missions our mission. We seek to be impactful, not only for our clients and partners but for the social good of our communities.

We’re committed to your excellence and continued development; we’re in this together. Kalamuna offers many benefits, including paid holidays, PTO, paid bereavement leave, parental leave, health insurance, long and short-term disability, a continued learning & travel stipend, an equipment fund, and retirement funds with 3% match. We offer flexibility in work hours and accommodations. When pandemic-free, we organize company-wide gatherings like team building workshops, conferencing, and additional fun.

We’re looking for individuals with a broad range of interests and experiences to be their authentic selves. Your story, your passion is what interests us most. Meet some of our team at https://youtu.be/K1rtt6oKGEs.

Commitment to Diversity

Kalamuna is committed to eradicating institutional discrimination and bias and to uplifting the lived experiences of all underrepresented communities.

As such, Kalamuna welcomes applications from all backgrounds, particularly from people of color; women; LGBTQ2S+ people; immigrants or refugees; people who are differently-abled; and people from low- or moderate-income backgrounds. Kalamuna is an equal opportunity, affirmative action employer and does not discriminate in its employment decisions on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, disability status, veteran status, military obligations, marital status and policy party affiliation, or on any other basis that complies with applicable laws.

If you’re a recruiter or agency, please don’t contact us. No exceptions.