Senior Account Manager at Critical Mass

San José, San José Province, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Digital Media, Advertising, AutomotiveIndustries

Requirements

Proven experience (5+ years) in account management or a similar client-facing role within digital media, creative, or project management environments
Strong understanding of digital media landscapes and technical campaign launches, DCO or media planning/activation experience is a strong plus
Excellent communication and relationship management skills, both internally and externally
Analytical skills with the ability to interpret data, use pivot tables, and identify optimization opportunities
Exceptional attention to detail and organizational skills, ensuring accuracy and confidence in all deliverables
Experience mentoring, training, or overseeing junior team members and delegating work effectively
A collaborative, proactive approach and comfort working cross-functionally with diverse teams
High level of initiative, adaptability, and a genuine passion for delivering client success

Responsibilities

Take ownership of a roster of clients, building and managing trusted agency and client relationships across a variety of verticals (with a strong presence in automotive)
Act as the primary point of contact for DCO campaigns, ensuring seamless, timely, and high-quality project delivery from concept to completion
Collaborate closely with internal teams—including activation, strategy, development, and design—to translate client needs into clear, actionable deliverables
Submit and manage workflow through internal ticketing systems (Hive), ensuring tasks are resourced and tracked effectively
Mentor and support junior account managers, delegating work and fostering professional growth within the team
Oversee and uphold rigorous quality assurance standards, ensuring all deliverables meet client expectations and ArtBot’s high standards
Analyze campaign performance data, identify optimization opportunities, and provide clients with actionable insights
Participate in account financial management, including monitoring billing, securing POs, and identifying upsell or cross-sell opportunities

Skills

Key technologies and capabilities for this role

Account ManagementClient Relationship ManagementDynamic Creative OptimizationDCODigital MediaProject ManagementCampaign Performance AnalysisQuality AssuranceTicketing SystemsHiveMedia PlanningMedia Activation

Questions & Answers

Common questions about this position

What benefits does Critical Mass offer?

Critical Mass offers global maternity and parental leave, competitive benefits packages, vacation, flex days, and sick days, access to online services for families and new parents, Summer Fridays (off at 3:00 PM every Friday), 12 Affinity Groups, internal learning and development programs, and enterprise-wide employee discounts.

What is the salary range for the Senior Account Manager position?

This information is not specified in the job description.

What experience and skills are required for this role?

Candidates need 5+ years in account management or similar client-facing roles in digital media, creative, or project management, strong understanding of digital media and DCO, excellent communication and relationship skills, analytical skills for data interpretation, attention to detail, organizational skills, mentoring experience, and a collaborative proactive approach.

What is the work environment like at Critical Mass?

The role involves joining a dynamic team at the intersection of creative, media, and technology, collaborating closely with internal teams like activation, strategy, development, and design, while mentoring junior account managers.

What makes a strong candidate for this Senior Account Manager role?

A strong candidate has 5+ years of proven account management experience in digital media or similar, DCO knowledge as a plus, excellent communication and analytical skills, mentoring experience, and a proactive collaborative mindset with passion for client success.

Critical Mass

Digital experience design and marketing agency

About Critical Mass

Critical Mass is a digital experience design agency that creates engaging digital solutions for clients in various industries, including automotive, finance, healthcare, and retail. The agency focuses on delivering tailored digital strategies, user experience (UX) design, and technology solutions. Their services encompass website design and development, digital marketing campaigns, social media management, and data analytics. Critical Mass differentiates itself from competitors through its collaborative approach, working closely with clients to co-create solutions that resonate with their target audience. The company aims to simplify complex digital challenges and provide user-friendly solutions while nurturing talent through programs like the Critical Mass Artist In Residence (CM AIR) and Trailhead.

Calgary, CanadaHeadquarters

1996Year Founded

$238KTotal Funding

M_AND_ACompany Stage

Data & Analytics, Consulting, Consumer SoftwareIndustries

1,001-5,000Employees

Benefits

Professional Development Spending Account that can be used for conferences, courses, subscriptions, books

Competitive pay and benefits

Match charitable donations up to $100USD

Flexible, reasonable work-from-home arrangements whenever possible

Risks

Emerging digital agencies in Canada threaten Critical Mass's market share.

Rebranding with BlackSquare may misalign with Diageo's brand vision, affecting collaborations.

Public health disinformation focus may attract scrutiny, impacting reputation in studied regions.

Differentiation

Critical Mass excels in advanced UX design and data analytics.

The company specializes in voice interface design and AI-driven customer interactions.

Critical Mass offers integrated marketing communications and omnichannel strategies.

Upsides

Increased demand for personalized digital experiences boosts Critical Mass's core services.

The rise of e-commerce aligns with Critical Mass's expertise in digital identity solutions.

Growing digital ad expenditure in Canada expands the market for Critical Mass's services.

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