Careers at dotdigital

Senior Account Manager

This role provides customer strategy for a wide range of clients both within B2B and B2C sectors.

This role provides customer strategy for a wide range of clients both within B2B and B2C sectors, with responsibility for 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 ‘CPaaS 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 retention and client growth across all areas of the dotdigital proposition
  • Be a platform expert, working with other internal teams to ensure platform knowledge is kept up to date
  • Liaise with clients on a regular basis, handle inbound queries and act as the primary contact for specific clients
  • Manage the client relationship from on-boarding and the full client lifecycle
  • Identify client objectives and strategic business drivers
  • 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 1 years managing email or multi-channel marketing campaigns
  • Proven track record of achieving 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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