The account manager plays a crucial role in managing client relationships, ensuring exceptional service delivery as well as looking for ways to bring additional value beyond the scope of the engagement. The primary goal of an account manager is building and nurturing long-term relationships with all our clients, ensuring their SEO strategies are effectively delivered and are aligned with their business goals.
The account manager is a key point of contact for clients outside the ongoing day to day interactions they will have with the delivery team. They work with the Head of SEO to ensure consistent high levels of campaign performance and they communicate effectively with internal teams to maintain exceptional service delivery.
The account manager is responsible for anticipating and addressing any issues that may arise during the service delivery process and excel at identifying upsell and cross-sell opportunities. The success of an account manager at Re:signal is measured by client satisfaction and account retention, contract renewals and account expansion.
Responsibilities
- Client relationship management
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- A key point of contact for assigned clients, creating strong, trust-based relationships
- Positioning yourself and the key strategic lead as trusted advisors to the clients and to ensure the agency is seen as business critical
- Demonstrating interest in and understanding of the clients business, industry, competitors and customers
- Understanding the clients’ business objectives and how these align with the strategy set out by our SEO strategists
- Working with the delivery team to relay key performance insights to clients
- Leading quarterly business reviews from an account management perspective
- Developing Client Growth Plans with the Head of SEO to help understand where the opportunities are for Re:signal to bring more value to clients.
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- Service delivery
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- Monitoring the performance of clients’ SEO strategies against business objectives
- Ensuring clients receive the highest level of service, addressing any issues or concerns promptly and professionally
- Supporting the delivery team to manage client expectations regarding timelines, deliverables and outcomes
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- Contract renewals & upselling
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- Proactively identifying opportunities for upsells within our agency scope
- Working with Senior SEO strategists to prepare proposals for clients to upsell & cross-sell
- Driving contract renewals by working with Senior SEO strategists to build seamless renewals into the quarterly business review structure
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- Reporting & analysis
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- Understanding of client reports as provided by the delivery team and the ability to translate these into high value snippets for key client stakeholders
- Relaying strategic insights and suggestions from the delivery team to the client that may benefit their business objectives
Essential skills
- Time management
- Excellent interpersonal, communication and presentation skills
- Ability to manage multiple client accounts and priorities
- Strong understanding of SEO principles and how they contribute to business growth
- Proven experience in a similar role
- Self-motivated, resilient and focused on achieving success for clients
- Google Suite proficiency (Docs, Sheets and Slides)
Preferential skills
- Experience in upselling and cross-selling digital marketing services
- Familiarity with common SEO tools (Google Analytics, Semrush and AHREFs)
- Understanding of other digital marketing channels outside of SEO
- Familiarity with an agency’s financial forecast
KPIs
- Client retention and contract renewals
- Client satisfaction scores
- Growth of client accounts
General Tools
- Basecamp
- Google Drive, slides, docs & sheets
Some of the benefits
- Social and team events
- Training budget and conference attendance
- Monthly personal wellness budget
- Sick pay (after the qualifying period)
- Office swag and hoodie
- Macbook (or laptop equivalent)
