Digital Marketing Account Manager

The Account Manager is accountable for managing and strengthening relationships with our enterprise/multi-channel clients. With the ultimate goal of bringing new client ideas and solutions, the focus is to exceed client expectations through management, oversight, and execution across several digital channels (paid search, social, display, search engine optimization, email, and web). The primary responsibilities in this role are to act as the liaison and agency point of contact between clients and internal teams ensuring clients’ needs are met; focus on improving client satisfaction and retention; track and manage contract renewals and upsells; collaborate and provide strategic support cross-functionally. The ideal candidate for this role will be self-driven, passionate about pushing boundaries and driving initiatives forward, gets energized by speaking with clients and helping their businesses succeed, and loves to find solutions and paths forward even when circumstances are not highly structured.

Requirements

Account Management (80%)

• Serve as the primary point of contact for your book of clients
• Provide proactive interaction via phone, email, video conferencing, and in-person
• Act as a liaison between clients and internal teams
• Understand expectations and communicate onboarding timeline, goals and strategy, and the best way to deliver reports and deliverables to clients
• Ensure client goals and execution tactics are aligned

• Improve communication across departments and increase the visibility of strategy across teams for clients utilizing multiple services
• Resolve client complaints and issues; communicate with senior staff internally when escalation is needed and appropriate
• Focus on retention of clients through quality execution, relationships, and strong client service
• Contract management (including renewals, upsells, ad-hoc fee negotiations)
• Work with channel team managers to establish account priority

Cross-Functional Support (15%)

• Join the sales team on prospective client meetings and assist with audits/preparation
• Serve as a liaison between the sales and channel teams to enhance sales materials, and channel team understanding of the sales process
• Develop case studies and testimonials

Process Improvement (5%)

• Develop new and refine existing processes that can be utilized across teams (client onboarding, reporting, internal cross-channel communication, etc.)
• Improve process, manage execution, and help communicate account launches, budget/kicker/media updates, and renewals to Operations
• Make sure that accounts are linked and we have proper access, billing info included