Careers at The Shelf
Account Supervisor (and Magician)
Overview of the Role
I’ve found that most of our job posts wind up with a backstory to get things kick-started… it hasn’t really been intentional, but backstories are helpful to understand how the role has evolved, and where you’d fit in and the importance of your role should you join us. So, here it is. 🧐
Sabrina, our Account Director, has been with us for 8 years. 3 years in, and after having hopped from marketing over to account management, she was promoted to being in charge of growing out our account management team. Over the next 3-4 years, she grew the team to around 7 account managers. After 7 people, we needed to continue scaling the team. So we began the process of splitting the role into two parts.
Elizabeth, a true go-getter of an account manager, was promoted to become our first Account Supervisor. At the time we weren’t totally sure exactly how her role was going to differ from Sabrina’s… and the next 6 months included a lot of trial and error to get the work divvied up in the way that made the most sense for scaling the account management team… and now we’ve hit our stride with it (along with tacking on additional layers of help from senior account managers).
While this has all been going on, our team has continued to grow exponentially. We now have 15 account managers (plus 4 part timers) and we are still aggressively hiring. And at this point, we’ve found that the sweet spot for the Account Supervisor is 8-10 Account Managers. What does that mean? Elizabeth is beyond stretched!.. so we need to contiue scaling her role into more + more Account Supervisors..which brings us to where you would fit in! 💞
Now that we’re all up to speed, let’s get down to brass tacks (whatever that means). Sabrina, like I said, heads up the team, so the Supervisor role sits right under her. She is in charge of hiring, scaling, optimizations, overseeing accounts at a very high level, and assisting the Account Supervisor with major issues that pop up. Meanwhile, the Account Supervisor is a role that gets more in the weeds. (So, if you’re not the type to get your hands dirty, you probably won’t like this role.)
You will be in charge of managing around 8-10+ account managers along with all the campaigns under each of them. For additional context, account managers oversee anywhere from 1-7 campaigns. I know this is a large range but the number depends on where each AM is in his/her training as well as our incoming workload and what each has proven to be able to handle. Some campaigns are easier than others… so let’s say the average is 4 campaigns, that means, 32-40 campaigns on average will be owned by you. 🦸
Hello… are you still there?
At the super highest level, you will be working with your Account Managers to ensure they are doing what they need to do be doing – on time, on brief – all while ensuring our clients are happy along the way. 🧑🏽🔬 You’ll also be leading all of the client calls for these campaigns, which requires charisma and the ability to handle all kinds of challenging conversations… even tense and/or aggressive ones… large groups and small… sophisticated clients and those that are brand spankin new to influencer marketing. 💪
Since this role is so client facing, we want you to be the type of person that people are drawn to, and equally, you are drawn to people as well. You love leading the charge and you wouldn’t have it any other way. 🧠
What You'll Be Up To
🏋🏽♂️ You’ll start out in this role with some rigorous training on how our campaigns and platform work and our various processes.
🎓 You’ll shadow Elizabeth day in and day out to understand how she operates, how she keeps AMs accountable to deadlines and work backs, how she problem solves with them behind the scenes to get things on track, and how she leads all client calls from beginning to end of the client relationshp.
🎯 You’ll get acclimated with our clients, their campaigns, requirements, and goals, so that you can slowly start to navigate these campaigns and corresponding meetings.
👩🏫 You’ll become an expert in our project management software and make it your cockpit for all things campaigns.
🎱 You’ll need to become a little bit clairvoyant when it comes to campaigns that might go awry and nip all of that in the bud before problems emerge.
👍🏽 On that same note, buds don’t always get nipped in time… so you’ll also need to be the master of problem solving. Things are constantly coming out of left field to throw you for loops. We need you to not become that Negative Nancy who responds with WTF… You need to be Positive Penelope responding with something like… “let’s break this shit down and figure this out! Go team!”. You’ll need to rally the troops and cheerleading everyone to a positive resolution. (I’ll also mention… we’re not crazy. We know there’s no way to avoid all problems. Shit happens. But what we do to handle that shit is what we care about. There are answers to every problem, even if they’re not totally obvious, so we’re looking to you to be open-minded and ready to brainstorm and propose solutions rather than letting things get you down.)
📅 Being a badass at scheduling, forecasting, and proactive planning should be part of your DNA.
📓 To pop back into the job title (Account Supervisor)… you’ll be supervising Account Managers. So we need you to be a calm, patient, and positivity-exuding manager. We need you to gather all CONTEXT before jumping to conclusions or making rash decisions. Account Management is a tough role with each person balancing a ton of competiting tasks. It will be your job to make them feel supported. They will lean on you for your advice. Each person is different as is their learning styles, so you’ll likely need to develop different strategies for working with various personality types. At the end of the day, your team needs to respect you, trust you, and feel comfortable coming to you for anything.
✅ For employees that are struggling, you’ll need to work with them on performance improvement plans.
👨🏾💻 You’ll be client facing and leading the charge for them, so being super on top of all campaigns is critical. Prepping for these meetings is key. We need our clients to feel 100% taken care of.
😡 And in the rare case where clients are worked up, irritable, irate, etc… you need to be the type of person who can navigate these conversations on the spot with grace, figure out how to get that client back on a nice page, implement measures when necessary to prevent future mishaps from happening with other clients… and you need to also be able to compartmentalize and not let these convos affect you, your work, or life outside of work. We get through things together as a team… you will have the support you need to deal with each thing that comes up, so not to worry!
Summary of What We Care About
Here is a fun visual breakdown of the qualities and characteristics (related to this role) that we find important when hiring. (There are more qualities listed below that we feel are more global… these are specific to the Account Supervisor role.)
Here is a fun visual breakdown of the qualities and characteristics (related to this role) that we find important when hiring. (There are more qualities listed below that we feel are more global… these are specific to the Account Management role.)
Compensation + Perks
- We provide the usual benefits: 👩🏽⚕️ Medical, 🦷 Dental, and 👁 Vision. (The medical insurance is through Aetna, which is really pretty good.)
- We just started doing 401K’s (with a pretty sweet match, too)! Yay!
- We are all remote now, thanks to COVID-19… so that might be a perk if you hate commuting.
- If we ever decide to have an office again, you can be darn sure it’ll be super cool-looking and dog-friendly! 🐶
- We’re a small company without the typical corporate hoops… People who perform well end up advancing quickly.
- We’re a small yet nimble team that works hard and is incredibly supportive of one another. Particularly when looking at our Account Management team, you will find that each person is supportive and ready to lend a hand. (While the work itself might be challenging, we don’t want our people to feel challenged to get the help or coaching they need.) Our AM team meets as a group weekly just to check in and help each other through any and all campaign challenges. We also make time weekly for workshops so that everyone can get up to speed on the various things to learn in the industry (and with our platform too). Lastly, we meet with each smaller team daily to ensure that everyone feels ready to tackle their tasks for the day! Got more questions on culture or team structure? Feel free to ask me!
About The Shelf
- We’re a team of 30.
- We’re growing.
- We’re about as scattered as a team can be… East Coast, West Coast, the middle of the country… a bunch of us are in Canada, 1 in Ukraine, 1 in Russia… we like to keep our options open in terms of company retreat locations.
- About half of us are really funny.
- We’re currently working with some pretty amazing brands: Famous Footwear, Zenni Optical, KISS, Lenox, a big chain of malls (I don’t think I’m allowed to say who), a big toilet brand (again… I don’t think I’m allowed to say who, but you probably sit on this brand every morning), Honest Co., Hershey, Yelp… just to name a few.
Who to Send Your Application To
We’re a pretty down-to-earth bunch, so if you’re interested in applying, in lieu of an elaborate cover letter, you can email me at email@example.com, and include bullet points with the info requested in the next section…
What To Put In Your Email
- The job you are applying for.
- A link to your Linkedin profile.
- What job site sent you our way.
- Your location.
- Your phone number.
- A rundown on how experienced you are with the influencer marketing space… Have you worked with them? Have you done client work in the influencer space? Stuff like that.
- A summary of why you feel like you’d be good for this role.
- A note about your agency experience, if you have any (and why #agencylife is for you). Or, if you don’t have agency experience, why you thrive in this sort of fast-paced environment.
- Please let me know what sort of salary you have in mind. I’d hate to waste your time if you’re wanting a salary that’s beyond the realm of possibility for us.
- BONUS – Send a video clip with your application and share why you’re a good candidate and what makes you stand out for this role.
Tips on how to get your application noticed (assuming that’s what you’re shooting for):
- Applications that are submitted using a job site (instead of being emailed to the above email address) will not be considered.
- Please don’t have typos. (#FunLittleTip: Install Grammarly. It’s a game-changer.)
- It would be great if you could try to sound cool. We write in a colloquial, one-with-the-people-while-still-being-basically-grammatically-correct style. And while this style of writing is not a requirement, keep in mind that we receive a decent number of applicants every day, and 90% of those applications are boring AF. The ones that have a fun “voice” and quirky writing style immediately stand out. In a good way.
- Lastly, put yourself in the shoes of the person in charge of interviewing… What do you think that person would want to hear? Talk about that stuff and leave off anything that isn’t super relevant.
The Characteristics of People at The Shelf
Generally speaking, a lot of you will probably find this job post in line with your skill set, and I bet a lot of you probably have the skills necessary to perform the requirements of this role. But… the characteristics that define what it’s like to actually work with you are also very important to us. Think of these requirements more in terms of culture-fit requirements:
🕺 Our company has a very fast-paced environment. It might feel disorganized from time to time because we’re also a small company. We need each employee to be the type of person who can go with the flow. Who can adjust quickly. Who is able to embrace chaos with open arms when it decides to waltz through the door.
🏎 Due to the aforementioned fast-paced environment, you should be the type of person who is able to execute quickly… within time constraints. WHILE still maintaining quality. We don’t ask for the impossible. But what we don’t want to see are projects that are slapped together and riddled with issues when we’re in a time crunch. Instead, we’d like to see people make adjustments and figure out how to make it work. We’re looking for resourceful people who approach projects with that there’s-more-than-one-way-to-skin-a-cat attitude.
📈 I’ve never interviewed anyone who has said that they have bad work ethic… but there’s a big difference between people who show up and do what gets assigned to them, and those who take initiative… Those people who take pride in their projects and who go above and beyond because they have that drive for personal achievement and growth. We don’t want to micro-manage. We want to work with self-motivated people who are neurotic about quality.
✅ People who don’t proofread drive me nuts!
👿 While I feel like I shouldn’t have to mention this, we’ve worked with people in the past who ran around like a bunch of crazed loose cannons… yelling at coworkers, constantly complaining, deploying the cold-shoulder on a regular basis… passive aggressive. So if you’re not a nice person… that won’t really work for us. We really need everyone to exude positivity.
👂 You need to be receptive to feedback. This is a quality that we find candidates have trouble self-assessing. But try hard, because we give feedback when needed. We’re too small of a company to just let people do whatever they want to do. (Side-note… no one loves feedback. That’s fine. I don’t either really. But will you take it nicely? Will you incorporate it? Are you going to be passive aggressive while doing it? Have you ever been told not to “cut off your nose to spite your face”? These are questions you should ask yourself).
😺 Influencer marketing is constantly changing, so we’re looking for people who are curious and eager to learn. Let’s say, for example, a client mentions in passing how they’re doing whitelisting on Instagram (and we’ll assume you don’t know what that means). Are you going to just nod your head and say you understand it when you don’t? Or, are you going to jot down a note, do some research, and become a whitelisting expert for the next client conversation? Because we need the latter.
👩🏽💻 If you’re working remotely, you need to actually be working. No one likes a freeloader.
👆🏾 Are you ambitious? It’s not a requirement, but if you are… there’s lots of room for career growth. Plus, we like to hire our managers from within the team, so there is a very clear path to the next level (if that’s of interest to you).
Here at The Shelf, we truly believe it’s our differences that have allowed us to come together and form such a cohesive and all-encompassing whole. Our mission as a company is to help our clients stand out amongst the crowd… to be different and impactful. And since we’re a team made up of diverse people with all different backgrounds and experiences, we’re able to do this naturally. 🙋🏽♂️🙋🙋🏾♀️🙋🏼♂️🙋🏼♀️🙋🏾♂️🙋🏽♀️🙋🏾
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
So Is This Your Job Jam?
I could honestly go on and on (because I’m long-winded, in case you couldn’t tell that by now), but I’m going to stop here. The point is, you gotta have the chops AND play well with others. And if you’re giddy already, feeling like this job description is just so dead-on-b*lls accurate for you, perfect! We can’t wait to hear from you.
If you’re lacking a skill or two but still feel pumped, feel free to mention it in your cover letter. We’re a small company who’s big into personal growth and supporting up-and-coming go-getters!
Oh, and one last thing… Please add the word Toggle to your subject line when applying so that I know that you read this entire post.