Social Media Account Management

TL;DR: When the previous manager left, social media scheduling operations lacked oversight, leading to failed posts, missed schedules, and service lapses for clients. I stepped in with no transition or training, took full ownership, and ensured seamless execution. Managing over 3,600 posts across 12+ client accounts, I eliminated errors, restored reliability, and conducted an audit to address service gaps. Most clients never experienced disruptions, and the system now runs smoothly.

Key Insights:

• Adaptability & Ownership – Took over a critical function overnight, learned the system on the fly, and ensured it ran without issues.

• Problem-Solving & Attention to Detail – Diagnosed and fixed recurring post failures, account restrictions, and overlooked scheduling gaps.

• Crisis Management & Process Improvement – Identified service lapses, conducted an audit, and provided actionable insights to the customer success team.

• Reliability & Business Continuity – Maintained client satisfaction by ensuring social media operations continued smoothly, despite the sudden transition.

For a detailed breakdown of this case study and the strategies that drove these results, keep reading.

Case Study: Social Media Account Management & Crisis Recovery Executive Summary

When the previous manager left, the responsibility of managing our clients’ social media scheduling via Hootsuite landed on my desk with no transition period or training. It had been years since I had last used the platform, but the function needed immediate oversight. Without direct supervision, small errors had started accumulating—failed posts, missed schedules, and one client whose content had gone unscheduled entirely, resulting in a lapse in service.

Managing over a dozen client accounts, I became responsible for scheduling 3,600 posts at a time—three posts per client over a 100-day period, the platform’s limit. This required attention to detail, reviewing posts for accuracy, making judgment calls on timing, and troubleshooting errors in unexpected places—from platform glitches to account restrictions.

As I stepped in, I worked through the backlog, fixing errors and ensuring that content was being delivered as expected. Some issues were simple scheduling adjustments, while others required recovering account access, submitting appeals to platforms, or reworking workflows to prevent further disruptions. The client whose posts had been left unscheduled needed a deeper audit, and I compiled a report for our customer success team so they could address the service gap and ensure the client’s needs were met.

Once I took over, the failed posts stopped. Alerts that had previously gone unresolved were now being addressed immediately. Most clients never noticed the transition. There were no disruptions, no drop in service—just the reliability they had always expected.

A Role Without a Roadmap

There was no structured handoff or guide—just an essential function that needed to keep running. It was a situation where there wasn’t time to pause or wait for direction. The job had to be learned while doing it, the gaps filled as they appeared. It wasn’t just about maintaining a system but making sure it was running better than before.

There are always roles and responsibilities like this—areas that need attention but don’t have a clear owner, processes that slowly break down without oversight, or teams stretched too thin to monitor everything. In this case, I stepped in, figured it out, and ensured it kept moving forward without interruption. Additional Information: With over a decade of experience managing hundreds of social media accounts—dating back to before the Myspace era—I understand the importance of consistent, strategic posting and audience engagement. While stepping into this role was second nature, the real takeaway was my ability to adapt instantly, put out fires, learn new systems on the fly, and create a seamless transition—all while prioritizing the client experience.

I take full ownership of my work, never place blame, and thrive under pressure. Whether it’s taking over a full department, stabilizing a struggling function, or ensuring a critical process runs without disruption, I bring the leadership, problem-solving, and execution needed to make it happen. If you're looking for a social media operations expert who can step in, take ownership, troubleshoot issues, ensure seamless execution without disruption and deliver results from day one, let's connect!

Click here to contact me!