Executive Assistant & Project Manager Role We are seeking a highly organized and proactive professional to support the leadership of our Client Experience team. This dual-role position is critical to optimizing internal workflows that drive client satisfaction, increase retention, and enable cross-sell/upsell opportunities across our portfolio of digital marketing services. Key Responsibilities - Align with CX leadership on top priorities, organizing calendars, prepping materials, and following up on key initiatives. - Manage internal workflows, track project progress, and surface client retention and upsell opportunities. - Keep the team organized by updating task boards, documenting action items, and coordinating with cross-functional teams within Strategy, Revenue, and People. Core Responsibilities Strategic Support - Serve as a strategic right-hand to CX leadership: manage calendars, prep for meetings, prioritize follow-ups, and ensure timely communication. - Assist in preparing materials for client QBRs, cross-functional team meetings, and executive presentations. - Handle sensitive information with confidentiality and professionalism. Project Coordination & Workflow Management - Own end-to-end internal project coordination related to client retention initiatives, account health tracking, and upsell/cross-sell planning. - Build and maintain Asana task boards, timelines, and progress trackers for leadership priorities. - Coordinate with internal teams (Revenue, Strategy, Operations & People) to ensure smooth handoffs and aligned objectives. Client Retention & Growth Enablement - Track and support execution of client retention efforts, including satisfaction surveys, renewal checkpoints, and milestone touchpoints. - Monitor and flag cross-sell/upsell opportunities based on client lifecycle and service gaps. - Support rollout of new CX processes that enhance client experience and retention. Operational Support & Development - Streamline team rituals (weekly syncs, quarterly planning, monthly metrics reviews) and maintain centralized documentation. - Assist in the development and dissemination of CX best practices, templates, and playbooks. - Report on team KPIs and help identify process improvement opportunities. Requirements & Qualifications - 3+ years in an executive assistant, project manager, or operational support role (agency experience preferred). - Proven success in managing complex projects with multiple stakeholders. - Excellent written and verbal communication skills. - High proficiency in project management and productivity tools (e.g., Google Workspace, Slack, Asana). - Detail-oriented, proactive, and solution-focused. - Strong understanding of client lifecycle and digital marketing agency dynamics is a plus. Performance Metrics - Client retention rate and timeliness of client health check initiatives (completed vs. planned). - Number of identified growth / upsell opportunities supported through internal tracking. - % of leadership projects delivered on time and task completion rate within Asana. - % reduction in administrative turnaround times for the leadership team. - Accuracy and completeness of reporting dashboards and documentation.