Account Coordinator Role Structure

Overview

Asymmetric is restructuring its account management function by splitting the traditional Account Manager role into two distinct positions: a client-facing Account Coordinator (AC) and an internal Strategist. This separation is designed to let each function go deeper — the AC focuses purely on relationship management and communication, while the Strategist owns internal project oversight and strategic direction.

This structure was described in detail during a first-round interview for the AC role. See ^[1] for the source conversation.

Role Split: AC vs. Strategist

The previous model had Account Managers doing both jobs. The new split allows the AC to spend more time on rapport and responsiveness rather than getting pulled into strategic or production work.

Client Tiers

Clients are assigned to tiers based on three factors: retainer size, growth potential, and project complexity.

Tier 1 — Top Tier

• High-dollar clients with complex, multi-stream projects (e.g., Amazon inventory management, CRM sales flow optimization)
• Managed by the VP of Strategy and the Owner
• Not the primary responsibility of the AC

Tier 2 — Mid-Tier

• The core focus of the Account Coordinator role
• Cadence: bi-weekly Zoom calls
• Mix of ongoing marketing work and project-based engagements
• May include some CRM or growth-adjacent work

Tier 3 — Third Tier

• Smaller clients with narrower scopes
• Cadence: monthly calls
• Primarily analytics-focused: ad performance reviews, website reporting
• Fewer active projects; still managed by the AC

Communication Triage Framework

The AC is expected to handle inbound client requests using a tiered triage approach:

Simple Requests (< 5 minutes)

• AC handles directly without routing
• Examples: pulling a quick ad performance snapshot, answering a basic status question
• Goal: fast, responsive communication

Complex Requests (> 5 minutes)

• Routed to the appropriate internal specialist (Google Ads, web dev, content, etc.)
• AC coordinates the handoff and follows up with the client once complete

Hot Issues / Escalations

• Issues with reputational or relationship risk (e.g., a typo in a sent email, a client complaint)
• Escalated immediately to the Strategist (Karly) or the Owner (Mark)
• AC does not attempt to resolve these independently

Rule of thumb: If it takes more than five minutes to look up and send, it goes to a specialist.

AC Responsibilities Summary

• Serve as the primary day-to-day contact for mid- and third-tier clients
• Schedule and run recurring client calls (bi-weekly or monthly depending on tier)
• Field inbound requests and route them to the correct internal team member
• Present completed deliverables to clients
• Acknowledge all requests promptly with an ETA, even if resolution is pending
• Attend quarterly in-person client visits in the greater Madison, WI area to build rapport

Work Model

• Remote-first, 8 AM–5 PM Central Time
• Office available in Madison but not required for daily use
• Hybrid requirement: at least one in-person client visit per quarter within the Madison area
• Team is distributed across the U.S. and internationally

Client Success Framework

The AC operates within a broader OKR (Objectives & Key Results) framework set quarterly with each client:

• 3 objectives per quarter, each with measurable key results
• Example: Objective — Improve sales efficiency → Key Result — Increase phone call answer rate by 50%
• Monthly internal reviews check that active tasks are actually tied to a current objective (to avoid effort spent on low-impact requests)

This framework is owned by the Strategist but the AC is expected to understand and reference it when managing client expectations and prioritizing requests.

Related

• ^[1]
• ^[2]
• ^[3]
• ^[4]