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 ^[1] and reflects Asymmetric's current operating model.

Client Tiers

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

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

• ^[2]
• ^[3]
• ^[4]
• ^[5]