Account Manager

To be an integral part of this small team, you will be managing the client experience from the moment their website goes live.  Responsible for a portfolio of 70 clients, you will be nurturing on-going relationships as well as being an Ambassador for the Make Me Local brand.  Our clients mean everything to us, we make a genuine difference to their businesses and when they make a request to us to make a change to their website then we must react to this by firstly truly understanding their needs and then making sure that our development team action the request rapidly. Reporting to the Sales Director, you will be the first point of contact for your clients, so it’s a prerequisite that your manner is professional, welcoming, understanding - this is NOT a sales role, it is purely making sure that we help our customers update their online presence as and when they need to. NO SALES TARGETS You will meet with your clients every quarter, being thoroughly prepared and then conduct a full business review to understand their requirements in an ever-changing world, make suggestions for improvements and present successes. You will have a keen eye for visuals, have a meticulous eye for detail, perfect English grammar and be exceptionally well organised.  We have a ‘phone first, email second’ standard, so it’s important that you are happy to communicate in this manner plus we expect you to find ways to offer value to our clients so that every single experience is one that is memorable for the right reasons. RESPONSIBILITIESMaking and attending review meetings to build customer relationships and ensure that we are giving our clients value - – sometimes out of regular working hours if our clients are only available at these timesWorking with our remote teams to ensure that we are communicatingResponding to email requests - often phoning to clarify our understanding. Co-ordinating customer website change requests with our development teamQuality checking amendments to ensure that our high standards are maintained.Reacting to customer issues instantaneously and owning the issue through to resolution.Ensuring that customers have a positive experience from the point of project completion onwardsEnsuring customers are retained by Make Me Local and expectations are exceededCarrying out customer service phone calls to establish any concerns or queriesUnderstanding how best to contact individual customers, preferring to phone rather than email. Exceeding customer expectations in the delivery of our productIdentifying and prioritising own tasksDelegating appropriate tasks in an efficient mannerMaintaining our CRM systemUsing project management software, Trello, to track the progress of updatesTo build strong on-going relationships with customers and be the first point of contact for Make Me LocalResponding to customer queries, sometimes out of regular working hoursPERSON SPECIFICATIONA minimum of 5 years proven account management experience, in a digital roleB2B background, solution driven personAble to communicate with all levels of people, from a plumber to a business owner – this is NOT a boardroom sales role.Happy working in a fast-paced environment, with multiple tasks running at any one timeDemonstrable in-depth experience in digital marketing/web industry Ability to comprehend and effectively understand the unique advertising requirements of SME’s.Outstanding interpersonal verbal, and written communication skills, including an ability to communicate technical information in layman’s terms. Be able to communicate and influence with gravitas. Strong attention to detail, excellent organisation, and presentation skillsAn analytical mindset and approach.Highly motivated, with a proven track record of working to deadlines. Understand the commercial requirements of 100% CRM compliance. Full clean driving license and access to your own car (mileage paid)Ideally you will have a working knowledge of the web industry, either corporate or SME and a good understanding of SEO and digital marketing. COMPANY BENEFITSBasic salary ‘competitive’ Flexible working options open to discussion subject to finding the right candidate.Holiday Entitlement starting at 23 days plus bank holidays, increases with length of service to 28 days.Pension Scheme Frequent team social eventsFriendly office dog