Account Manager (French or German speaking) Remote UK -York office

Account Manager (French or German speaking)

Salary:

£27k-£32 per annum.

Location:

Remote UK or York office

Expiry date:

Ongoing

Overall Purpose:

The purpose of the role is to help our clients to achieve their goals through effective strategies and seamless project management while receiving excellent customer service. The key aim is to ensure high customer satisfaction that helps to maintain and expand the business.



Key accountabilities:

Strategy and Planning

  • Follow the latest trends in the economy and marketing to be able to consolidate the most suitable strategies for clients from different verticals targeting international markets
  • Take an in-depth interest and research the client’s business and sector
  • Understand the client’s goals and seek opportunities to proactively suggest strategies to increase their ROI
  • Collaborate with digital strategists and operational teams to acquire in-depth support and advice for the best strategies
  • Ensure the strategies are communicated to the clients through strong and convincing presentations
  • Take an initiative-taking approach and recommend creative solutions that the client might have not thought about. Function as a strategic advisor rather than just executor
  • Translate strategy plans into financial proposals and negotiate contracts

Project management

  • Ensure all the necessary paperwork is in place for the project from start to finish, including invoicing
  • Demonstrate excellence in every step of the project management life cycle and ensure its adherence to Account Management service standards
  • Ensure all the necessary resources are secured for the execution of the project
  • Work out a clear timeline of the project and map a logical sequence of tasks
  • Brief operational teams on the detail of the tasks and client’s expectations
  • Keep the client updated about the status of the project at all times
  • Act as the key communicator between the client and operational teams for any questions and clarifications
  • Provide solutions and take corrective actions when problem-solving
  • Ensure the project is delivered within the agreed timeline and according to the agreed standard
  • Seek clients’ feedback, measure their satisfaction and explore opportunities to get a testimonial or create a case study

Business development

  • Be aware and work towards the financial targets of the company. Be accountable for meeting the company’s business objectives and financial targets
  • Nurture your clients to facilitate repeated and new business as well as referrals
  • Seek to expand your client portfolio by identifying opportunities with your existing clients as well as wider contacts
  • Forge relationships with past clients to ensure high departure referral rates and significant cross-selling opportunities
  • Create client development plans, and drive them through execution to facilitate accounts growth
  • Conduct ad-hoc analyses and mini-audits to identify gaps in clients' current digital marketing strategies and customise our value proposition to maximise upselling opportunities for business growth
  • Participate in and contribute to the company’s marketing efforts
  • Use the opportunity to raise awareness for Webcertain through social media, events, etc. Promote new Webcertain services and solutions
  • Proactively contribute to the improvement of the company’s systems, and processes and facilitate innovation

Key Performance Measures:

a) KPIs for retaining customers:

  • Achieve & maintain a high client retention rate (percentage of expiring contract renewals vs. drop-offs)
  • Achieve & maintain a low customer churn rate (percentage of clients who cancel their contracts or fail to renew them)
  • Achieve & maintain a high customer satisfaction score

b) KPIs for strengthening relationships:

  • Driving referrals to gain new customers
  • Outreach engagement to make clients respond to a new service offering or show interest in our wider service portfolio

KPIs for growing revenue:

  • Achieve assigned sales targets and meets expectations for profitability
  • Customer Upsell Revenue – obtain revenue via upselling
  • Contract Extension Revenue – obtain revenue from contract extensions
  • Customer Referral Revenue – obtain revenue from client referrals

Skills and attributes required:

Essential:

  • Experience in a digital agency environment
  • Knowledge of various digital search marketing techniques and activities
  • Knowledge and understanding of analytics systems, and an ability to interpret data to make informed decisions/recommendations
  • Experience with using a variety of tools for digital marketing analyses (e.g. SEO tools, PPC tools, etc.)
  • Proven track record of building excellent customer rapport
  • Proven track of high client retention rate & referral generation
  • Ability to prioritise and effectively manage time and schedules across many different projects simultaneously
  • Ability to thrive under pressure
  • Excellent consultative communication and presentation skills
  • A polite, friendly and diplomatic manner
  • Ability to relate to a wide range of people
  • Ability to troubleshoot and learn on the fly
  • Ability to generate ideas and innovate
  • Committed and flexible attitude to the job
  • Excellent budgeting skills and ability to handle finances
  • Excellent People Management skills
  • Fast and accurate computer skills, excellent Excel, Outlook and PowerPoint skills
*This job description is not restrictive or definitive in any way and should be regarded as a guideline to the duties required and may be amended in the light of changing circumstances following consultation with the post holder.

*All applicants must have the unrestricted right to work in Spain

Want to view our career opportunities?

View job listings