Account Manager

About the role

The Account Manager owns the entire client relationship and delivery team engagement, serving as the primary point of contact and strategic link between our team and each client. They deeply understand each client’s business goals and manage overall strategy, solution, and revenue growth across three or more integrated digital marketing service lines, specifically search engine optimization (SEO), generative engine optimization (GEO), paid media, and earned media.

Responsibilities

• Managing a relationship with the client and all internal and external stakeholders.
• Communicating service results, expectations, and milestones to our clients. Including educating and coaching clients on service line processes, service offerings and capabilities, digital marketing best practices, and mutual expectations for a successful partnership.
• Discussing and developing integrated strategy between different digital marketing services.
• Presenting and assisting with reporting to show return on investment on services. Including managing and independently presenting performance data, analytics, and reporting to clients and internal stakeholders in a clear manner.
• Managing and leading client communication. Including but not limited to meetings and addressing client questions or concerns. That can look like leading quarterly business reviews (QBRs), general check-ins, scheduling meetings, and ensuring all deadlines are met following communication touchpoints.
• Able to showcase their knowledge of digital marketing and continue to grow their knowledge in SEO, GEO, paid media, earned media, and other forms of digital marketing practices.
• Being an advocate for our clients’ success.
• Being comfortable with a fast-paced role, as well as constant learning and growing within the industry, technology advancements, and the position.
• Serving as the primary internal liaison between clients and internal team members, including analysts, strategists, and other departments, ensuring timely communication and thorough documentation of all client-related conversations.
• Identifying opportunities for upsells, cross-sells, and ad spend increases, and collaborating with the internal sales team to implement solutions aligned with client goals.
• Meting expectations of a set client workload and client attrition rates of your assigned client roster.
• Securing contract renewals at least 30 days before a client’s term end date.
• Leading the onboarding and offboarding of clients, points of contact, and subject matter experts in collaboration with other assigned team members.
• Serving as the primary internal liaison between clients and internal team members, including analysts, strategists, and other departments, ensuring timely communication and thorough documentation of all client-related conversations.
• Ensuring a successful handoff between the Sales and Delivery teams, acting as the bridge that translates pre-sale commitments into a seamless client experience from day one.
• Collaborating with sales or leadership on proposals, scope of work changes, pricing, and change orders; presenting to clients as needed and ensuring appropriate internal approvals are secured.
• Supporting the finance team as needed with communication and next steps related to overdue invoices.

Qualifications

• Four-year college degree or higher.
• 2+ years of experience managing and talking with clients.
• 2+ years experience in digital marketing and in a digital marketing agency setting is preferred. Experience within paid search, paid media, SEO, GEO, and earned media is highly desirable.
• Solid organizational skills and the ability to self-start.
• Strong knowledge of Microsoft Office products.
• Strong writing/typing and verbal communication skills.
• Interest and practice using AI and automation tools.
• Experience working within project management and communication tools such as monday.com and comfortability working within defined standard operating procedures (SOPs) and documentation standards.
• Demonstrated ability to manage multiple client accounts simultaneously, prioritize effectively, and meet deadlines in a fast-paced, remote environment.
• Collaborative spirit and ability to thrive in an autonomous, remote-first environment.
• Curiosity and a drive to innovate.
• Excellent written and verbal communication skills.
• Creative problem-solving and adaptability in a fast-changing environment.
• Strong project management and organization skills.
• Strong understanding of digital channels.