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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 needed, and have the option of participating in a 9-day fortnight work pattern (every other Friday off, paid).
Responsibilities of the role include:
1. Building client relationships: We need someone 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 acquisitions. Understand their internal org structure and even know your immediate contacts' birthdays and work anniversaries.
2. Understanding success metrics: Know what success looks like for your client and ensure this is effectively communicated to your SEO strategist, empowering them to deliver great results that help retain or upsell your client.
3. Leading our delivery teams: The client/account manager is a central figure coordinating all delivery teams to meet client needs. While not managing these teams directly, you are ultimately responsible for client satisfaction and retention, galvanizing teams to deliver according to expectations.
4. Handling commercials: Keep track of renewal dates and create campaigns to show clients appreciation at renewal, including performance reports and growth projections to encourage continued or increased budgets. Collaborate with your SEO strategist on upsell campaigns.
5. Project Management: Prioritize workloads based on client importance, manage expectations, and ensure projects stay within scope without over-delivering.
6. Leading direct reports: Lead client executives, organize client work, support admin tasks, and ensure team happiness and clarity of responsibilities. Foster a positive environment, conduct one-to-ones, and develop professional growth plans.
Company structure and model:
Our client/account managers focus on client retention and satisfaction, working within a cohesive team including project managers and SEO strategists. Clients are divided into pods of up to 10, each led by a client/account manager, supported by client execs and dedicated SEO staff.
Requirements
Skills required for the role include:
* Strong commercial acumen with a proven track record of growing accounts
* At least 3 years experience as a client/account manager in a digital or SEO agency
* Experience with project management tools (preferably Asana)
* SEO or digital marketing experience
* Experience managing a team
* Excellent communication and leadership skills
* Calm under pressure
* Ability to manage multiple clients and deadlines
Benefits and Lifestyle:
* 9-day fortnight with every other Friday off (paid)
* All Bank Holidays off
* Agency shutdown between Christmas and New Year with paid leave
* Wellness & Lifestyle benefits including enhanced sick pay, mental health helpline, free counseling, wellbeing advice, lifestyle discounts, and cycle-to-work scheme
* Monthly professional development planning
* Enhanced parental leave policies
* Flexible working hours between 7:30 am - 8:30 pm, with options for flexitime and early/late finishes
* Office access via booking system
We are an equal opportunity employer and welcome applications from all backgrounds. Please inform us in advance of any reasonable adjustments needed during the application or interview process.
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