Careers at dotdigital

Senior Account Manager

This role provides customer strategy for a wide range of clients both within B2B and B2C sectors, with responsibility for cross selling, growth, customer retention, and success, while strengthening the overall relationship with existing customers.

The Senior Account Manager will deliver against financial targets, focusing on expansion within existing accounts of an established client base, primarily focusing on introducing existing SMS clients to the wider dotdigital Engagement Cloud proposition, including, Email, Marketing Automation, eCommerce, CRM Integrations and Managed Services.

Responsibilities

  • Identify opportunities that will support client growth by introducing areas of the dotdigital proposition not currently utilised by your client base
  • Liaise with clients on a regular basis, handle inbound queries and act as the primary contact for specific clients
  • Maximise and grow new relationships that will support client retention
  • Be a platform expert, working with other internal teams to ensure platform knowledge is kept up to date
  • Manage the client relationship from on-boarding and the full client lifecycle
  • Monitor client account activity to ensure the client is performing to their KPIs and benchmarks, checking for monthly spend, new client contacts and unusual or no activity
  • Investigate and resolve issues, escalating to Support or other internal teams as required
  • Coordinate day to day activity
  • Quarterly/Bi-annual/Annual client meetings with account plans for all paid for account management clients
  • Using our CRM to update client records, pipelines etc
  • Work with the rest of the team on actively running discussion for team knowledge building

Skills

  • Must have a minimum of 3 years sales and/or account management experience in a target rewarded environment
  • Must have a minimum of 1 years managing email or multi-channel marketing campaigns
  • Proven track record of achieving new or cross-sell targets, objectives and KPIs
  • Impeccable client relationship management skills
  • Experience managing accounts throughout the full life cycle
  • Pipeline management and able to demonstrate growth YoY of accounts
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