Digital Account Manager

TN United Kingdom; Cheltenham; On-site; GBP 30,000 - 60,000

Job description

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We’re looking for an experienced client/account manager who has a proven track record for delivering success to clients with an emphasis on retention and upselling. We promote a culture of work life balance where we encourage staff not to work late, take time back in lieu if they need and have the option of participating in a 9-day fortnight work pattern (every other Friday off, paid).

Responsibilities of the role include:

Building client relationships: We need someone who is obsessed with their clients and their businesses. You’ll need to know everything about them from their financial calendar, to whether they are gearing up for an IPO or lining up any acquisitions, you’ll need to understand their internal org structure and even know your immediate contacts' birthdays and work anniversaries.

You need to know what success looks like to your client and to make sure that is translated effectively to your SEO strategist. This will empower your strategist to deliver great results that will help you retain or potentially upsell your client.

Lead our delivery teams: The position of client/account manager is a fulcrum position where you will be joining up all the delivery teams to ensure they are all pulling in the right direction to fulfil your clients’ needs.

While you will not be managing the other delivery teams directly, the buck ultimately stops with you on client satisfaction and retention, so it is key you are up to the challenge of galvanising the teams to deliver results according to the clients’ expectations.

Commercials: It is important you have a handle on when your client contracts are up for renewal and how this affects the profit and loss account of our agency.

You’ll need to anticipate renewal dates and create campaigns to really show the clients the love when their contract is up. This also means creating performance reports and projections on future growth to encourage them to continue or even up their budget. You will be encouraged to work with your SEO Strategist on building these campaigns to work in key upsells.

Project Management: You will also be comfortable with prioritising workloads based on the commercial weight of the clients. While we always want to deliver the same high standard to our clients, the client/account manager will have to understand which clients might need to take priority if we ever need to juggle resources.

This also means managing clients’ expectations and ensuring projects are kept within scope and are not over-delivered upon.

Leading direct reports: You will also have client execs working for you to help organise client work and support with admin tasks while chasing up deliveries. Your team will consist of one or two client execs. It will be your responsibility to lead this team.

This means not only ensuring they are delivering the work but also making sure your team is happy and each of them have a good understanding of where they fit and what their responsibilities are.

You will be there to create a positive team environment and consider your team’s wellbeing and work life balance too. This means leading one-to-ones and creating bespoke professional development plans to show them clear lines of progression. It’s important you don’t just manage your team but lead and empower them too.

Company structure: Our client/account managers are here to do just that, manage the clients.

The accelerate model we’re building out focuses on using a trifecta of internal stakeholders working cohesively to maintain client and agency performance. These three core individuals include:

1. an client/account manager - responsible for retention and ensuring the client is happy and well looked after

2. A project manager - responsible for the work getting done effectively and profitability without over or under delivering

3. An SEO strategist - responsible for results, this means setting KPIs with the client and ensuring they are delivered upon

We expect our client/account managers to be just that, client/account managers who manage clients. While you’ll need to know about SEO and understand how it works well enough to earn our clients trust, your core focuses are on retention, and commercials. Work with the SEO strategist closely and empower them to run and manage the strategy to best deliver results based on your clients needs.

We have separated clients into different pods with a maximum of 10 clients per pod, led by a client/account manager and one or two client execs, and their own dedicated SEO strategist and SEO execs.

Requirements

Skills required for the role include:

• Great commercial acumen - must be used to not just retain clients but have a proven track record of growing accounts

• At least 3 years previous or current experience as a client/account manager in a digital marketing agency or preferably an SEO agency

• Experience with project management tools (preferably Asana) desired

• SEO or digital marketing experience

• Experience managing a team

• Great communication and verbal skills

• Great leadership skills

• Calm under pressure

• Ability to juggle multiple clients and deadlines

Benefits

• We offer a 9-day fortnight, so you get every other Friday off paid

• We have all Bank Holidays off

• We shut the agency down for a further three days of paid time off between Xmas and New Year

• Enhanced Sick Pay

• 24/7 mental health helpline

• Free counselling sessions by phone, video call or face-to-face

• Range of online wellbeing support advice

• Access to hundreds of immediate discounts and savings across high street and household brands

• Monthly professional development planning

• Enhanced Paternity leave

• Enhanced Maternity leave/adoption policy

• Flexitime: Work your hours anytime between 7:30am - 8:30pm

• Work additional hours one day to have an early finish/late start another

• Access to the office whenever you need, via booking system

We are an equal opportunities employer and welcome applications from all different backgrounds. In order for us to be able to give you the best interview experience possible, please let us know in advance if you require any reasonable adjustments to the application or interview process and we will gladly see how we can accommodate them.