Digital Marketing Account Manager

About the role

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 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.

Responsibilities

• 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

Requirements

• Bachelor’s Degree
• Knowledge of and ability to communicate all digital services
• Ability to build strong client relationships
• Confident presenting to clients via phone and in-person
• Minimum 1 year of experience with paid search, social, and display marketing platforms, and tracking/tagging methods
• 5+ years of total professional experience
• Ability to manage change and maintain a positive attitude

Benefits

• Medical, Dental, Vision, Short-Term Disability, and Life insurance
• 401(k) plus match, to help plan for your future
• Paid time off (starting at 15 days), plus paid holidays, paid sick days, and paid personal days
• Flexible Fridays
• Option to work completely remote
• Access to senior management and mentoring opportunities
• Optional COVID-safe company gatherings