---
title: Account Coordinator Role Definition
type: article
created: '2026-04-05'
updated: '2026-04-05'
source_docs:
- raw/2026-02-18-account-coordinator-1st-round-interview-zach-123352902.md
tags:
- account-coordinator
- client-management
- role-definition
- client-tiers
- asymmetric
layer: 2
client_source: null
industry_context: null
transferable: true
---

# Account Coordinator Role Definition

## Overview

The Account Coordinator is a client-facing, communication-heavy role focused on **retaining existing Tier 2 and Tier 3 clients**. This is not a sales or new-business role — success is measured by client satisfaction, retention, and timely delivery of work. The role serves as the primary relationship owner for approximately 10–12 clients.

This definition was articulated during the [[wiki/hiring/interviews/account-coordinator-zach-birkenthal-round-1|Zach Birkenthal Round 1 Interview]] and reflects Asymmetric's current operating model.

---

## Client Tiers

| Tier | Approx. Count | Meeting Cadence |
|------|--------------|-----------------|
| Tier 2 | ~5–6 clients | Bi-weekly |
| Tier 3 | ~5 clients | Monthly |

Clients are tiered based on retainer size, active project volume, and growth potential. The Account Coordinator owns Tier 2 and Tier 3 relationships exclusively; Tier 1 clients are handled separately.

**Ideal client profile:** Medium-sized B2B, service (e.g., HVAC, lawn care), or e-commerce businesses without an internal marketing team. Decision-maker is typically the owner, founder, or an executive — enabling faster approvals and project momentum.

---

## Core Responsibilities

- **Primary point of contact** for all client questions, requests, and escalations
- **Run client meetings** to present completed deliverables and gather feedback
- **Triage inbound requests** and route project work to the appropriate specialist
- **Conduct quarterly pulse checks** to assess satisfaction and identify upsell opportunities (website rebuilds, new channels, etc.)
- **Attend in-person client meetings** approximately once per quarter per client, often batched with the owner (Mark) attending

### What This Role Is Not
- Not responsible for new client acquisition
- Not held to sales quotas
- Not expected to execute specialist work (SEO, ads, copy, etc.) — only to have a working high-level understanding of each channel

---

## Success Metrics

The primary success metric is **client satisfaction and retention** — keeping clients happy, preventing churn, and ensuring deliverables are completed on time. Upselling is encouraged during pulse checks but is secondary to relationship health.

---

## Support Structure

The Account Coordinator does not operate alone:

- **Assistant:** Handles administrative tasks — drafting meeting agendas, sending recaps, scheduling
- **Specialists:** Execute all project and channel work (SEO, paid ads, content, web, social, CRM)
- **Owner (Mark):** Attends in-person quarterly meetings; involved in second-round hiring decisions

---

## Meeting Cadence

- **Day-to-day:** Primarily remote; expect 1–2 client meetings per day
- **Quarterly:** One in-person meeting per client, typically batched geographically with Mark attending
- **Pulse checks:** Every ~3 months per client to review performance, satisfaction, and expansion opportunities

---

## Tooling

| Category | Tools |
|----------|-------|
| Project Management | ClickUp |
| CRM | HubSpot, Salesforce, Pipedrive |
| Meeting Notes | Fathom (AI recording + summary) |
| AI / Copy Assist | Claude, Gemini, ChatGPT |
| Presentations | AI-assisted tooling (TBD) |

Candidates are not expected to arrive as experts in all tools. ClickUp training is provided. CRM familiarity (especially HubSpot) is a plus.

---

## Ideal Candidate Traits

As described by Karly Oykhman during first-round interviews:

1. **Personable** — builds genuine rapport with clients beyond just delivering results
2. **Proactive** — responds to emails and requests promptly; does not let things sit
3. **Well-spoken and well-written** — thoughtful, typo-free communication; represents the agency professionally
4. **Reachable** — available to teammates during working hours, especially in a remote setting
5. **Marketing-literate** — enough familiarity with SEO, paid ads, content, and CRM to hold informed conversations; does not need to be a practitioner

---

## Related

- [[wiki/hiring/interviews/account-coordinator-zach-birkenthal-round-1|Zach Birkenthal — Round 1 Interview]]
- [[wiki/knowledge/client-management/client-tier-structure|Client Tier Structure]]
- [[wiki/knowledge/tooling/clickup-overview|ClickUp Overview]]
- [[wiki/knowledge/tooling/hubspot-overview|HubSpot Overview]]