Client Account Manager

E2M is not your regular digital marketing firm. We're an equal opportunity provider, founded on strong business ethics and driven by more than 300 experienced professionals.

Our client base is made of digital agencies that need help with solving their bandwidth problems, cutting overheads, and increasing profitability. We need diligent professionals like you to help us help them. If you're someone who dreams big and has the gumption to make them come true, E2M has a place for you.

We’re a growing White Label Digital Agency looking for a highly dynamic, experienced and enthusiastic Client Account Manager to join our highly energetic and passionate team.

Job Profile

Duties

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.