At Jordan Digital Marketing, great account management combines performance and partnership. We believe the strongest client relationships are built on three foundational pillars: Empathy, Strategy, and Proactivity. These pillars guide how we show up for clients in every interaction, every deliverable, and every moment of friction or celebration.
Here’s how we approach each one, what red flags we watch for, and how we course-correct when needed.
Empathy: Understand the Humans Behind the Metrics
Empathy is about meeting clients where they are – not just in the business, but as people. It’s reading the room, listening closely, and adjusting your communication style to match what they need.
This is how we bring empathy forward in our interactions:
- We tailor our tone and level of detail based on the client’s familiarity with performance marketing.
- We ask clarifying questions instead of assuming.
- We show that we get what’s hard (tight budgets, slow approvals, stakeholder pressure) and reflect that understanding in our recommendations.
Red Flags to Watch
- The client contact seems stressed or frustrated but isn’t saying it directly.
- You're noticing shorter replies, less engagement, or skipped meetings.
- Feedback is vague or unclear.
How We Respond
- Step back and ask: “How are things going on your end?”
- Acknowledge what you’re sensing instead of pushing more work or updates.
- Adjust the cadence or level of detail to match where your contact is.
Strategy: Bring a Point of View That Moves Things Forward
Effective strategy happens when you own the vision and show up with conviction. A strong strategic partner doesn’t say, “We could do A, B, or C.” They say, “We recommend B, and here’s why.”
When we build strategy, we:
- Use data to frame clear, prioritized recommendations.
- Connect performance to business outcomes, not just platform metrics.
- Take initiative to bring forward tests, pivots, and long-term roadmaps.
Red Flags to Watch
- You’re defaulting to "what do you want to do?" instead of offering POVs.
- Your updates are too tactical or reactive.
- The client is driving all agenda items or testing ideas.
How We Respond
- Come to calls with 2–3 POVs, ranked by impact.
- Tie your recs to business goals, not just cost or volume.
- If you don’t know the best path forward yet, say so, and share what you’re doing to figure it out.
Proactivity: Solve the Problem Before It Becomes a Bigger One
Proactive account management means staying one step ahead. It’s about anticipating needs, raising flags before they escalate, and identifying gaps in the plan before they become performance issues.
We do this by:
- Surfacing trends and opportunities early, even if they’re not fully baked.
- Flagging potential issues (such as creative fatigue or budget pacing) before they appear in performance.
- Looking across accounts and clients to apply learnings that drive faster wins.
Red Flags to Watch
- Performance surprises the client (positively or negatively).
- You’re reacting to client questions instead of pre-empting them.
- You’re always playing catch-up after a campaign ends.
How We Respond
- Build and maintain a proactive calendar for launches, reporting, and optimizations.
- Flag risks as soon as you see them and offer a backup plan.
- Check in regularly with your internal team to get ahead of platform or cross-client trends.
The best client service is rooted in trust built through empathy, strategy, and proactivity over time. Our goal is to be the kind of partner who gets invited into the hard convos, not just the easy wins.
That means owning the hard parts, adjusting when things get off-track, and always asking, “What’s the most helpful thing I can do for this client right now?”
Want to work with a team that sees the bigger picture and shows up with heart and hustle? Let’s talk.