Client Account Manager - Design/Development Agency

Job Profile:

The Client Account Manager must have IT Product/Service Division Experience and will be responsible for overseeing the client accounts in a growing agency environment.

Duties include:

- Be the primary point of contact for E2M clients.

- Work with clients to ensure they are finding value in our services.

- Ensure exceptional customer experience.

- Be a customer advocate while capturing customer feedback and reporting requests to Project Management and Development team.

- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.

- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

- Maintain a revenue base by managing account retention and renewal.

- Overseeing the client's account from a delivery perspective.

- Providing strategic guidance to build relationships.

- Being a liaison between client and technical project managers, Account Managers.

- Flexible time management.

- Coordinating with internal resources to ensure all objectives are achieved on time and on budget.

- Bringing creative solutions to operational challenges.

- Work cross-functionally with the larger to create a cohesive experience throughout a customer's lifecycle.

Requirements:

- 2-4 years experience at a creative, digital marketing, OR web design/development agency.

- Prior experience handling/delivering projects in web and eCommerce technologies (WordPress, WooCommerce, Shopify, and BigCommerce) is an added advantage.

- Passion for great work, and the process + strategies to drive it.

- Knowledge of web technologies and digital marketing (no coding experience is required).

- Track record of managing successful web design and development projects.

- Reverence of multitasking as an art form.

- Clear, concise, direct communication style.

- History of client growth and profitability.

- Strength in building relationships across clients and internal teams.

- Vested interest in growing an agency and contributing to its culture.

- Experience in project management and collaboration software is a plus (Basecamp, ClickUp, etc.

- Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.

- Proven track record working with Sales, Pre-sales and Account Manager to deliver client services effectively.

- Passion for technology and innovation.

- Excellent communication and presentation skills.

- Strong understanding of business processes and their implementation methodology.

- Prior experience working with North American clients across different time-zones.

Essential Functions:

- Take accountability and ownership of all client relationships (regardless of scale).

- Coordinate with internal team members to ensure project requirements, scope, and deliverables are understood and deadlines are met on time with consistency and accuracy.

- Regularly communicate with clients and provide best-in-class service to meet their needs.

- Proactively identify, manage, communicate, and mitigate risks to timing, scope and budget.

- Work with the sales team to create proposals, budgets, and timelines.

- Guide and direct solutions for any project-related issues that arise.

- Manage budgets and projects within our project management system (current software includes Basecamp and ClickUp).

- Monitor and proactively report financials for each client to senior leadership on regular basis.

- Extremely attentive to detail.