Key Account Customer Service Specialist - Perfil agencia e marketing

Account Specialist

We are looking for an Account Specialist with an agency background to be the main point of contact between our clients and our internal team. This person gathers and refines briefs, turns client needs into clear requests for the teams, follows deliveries end to end, and keeps the client informed on timelines, status and results.

This role is for someone who has worked as a Key Account, enjoys solving problems quickly, and is comfortable in a fast-paced environment with multiple priorities and tight deadlines.

Responsibilities

• Run briefing meetings with clients, asking the right questions to understand goals, audience, deadlines, budget and success criteria.
• Turn the brief into clear, well-organized requests for internal teams (creative, planning, media, production, content, technology, etc.).
• Assign and prioritize requests internally, aligning scope, owners and timelines.
• Track project progress, anticipate bottlenecks, and ensure deliveries are on time and meet quality standards.
• Act as the client's main point of contact: report status, present deliverables, manage feedback rounds and record approvals.
• Manage expectations, negotiate deadlines and scope, and handle out-of-scope requests transparently.
• Identify and solve client issues quickly, bringing in the right teams and proposing solutions.
• Build long-term relationships with accounts, identifying growth opportunities and new projects.
• Keep account records organized: timelines, status reports, meeting notes and approval history.

Requirements

• Proven experience as a Key Account (KA) or in account management, preferably at an agency (advertising, digital, communications, events or similar).
• Experience running briefings and bridging clients and internal teams.
• Strong problem-solving skills, with the autonomy to find solutions and propose alternatives to clients.
• Experience in high-pressure environments, handling multiple accounts, competing priorities and short deadlines.
• Excellent organization and time management, with hands-on use of project management tools (e.g., Trello, Asana, Monday, Jira or similar).
• Clear, confident written and verbal communication with clients at different levels of seniority.
• Fluent English (mandatory), to lead meetings, presentations and email exchanges with international clients and partners.
• Bachelor's degree in Advertising, Communications, Marketing, Business Administration or related fields.

Nice to have

• Spanish at an advanced or fluent level.
• Experience serving international or multinational accounts, with teams in different countries.
• Knowledge of digital marketing, media and performance metrics.
• Experience managing account scope, hours and profitability.
• Postgraduate studies or courses in project management, negotiation or account management.

Soft skills

• Client focus: understands the client's business and advocates for them internally, while keeping a balance with operations.
• Resilience under pressure: stays calm and clear-headed during crises, last-minute changes and tight deadlines.
• Proactivity: anticipates risks and brings solutions before problems reach the client.
• Organization and ownership: follows every request through to final delivery, with no loose ends.
• Negotiation and assertiveness: knows how to say "no" gracefully, align expectations and defend deadlines and scope.
• Teamwork: brings different teams together with respect and good communication, fostering a collaborative environment.

Benefits

• SulAmérica health insurance
• Meal allowance of R$ 45 per day
• Parking or transportation allowance
• English and Spanish classes for all employees
• Birthday day off
• TotalPass (gym and wellness)