Job Description

Marketing Account Manager - South AfricaFull job descriptionJob Title: Account Manager (Customer Success Manager)Location: RemoteOverview:The Account Manager serves as the primary liaison between clients and the agency, ensuring seamless communication, exceptional service, and measurable results. This role is crucial in maintaining strong client relationships, retaining clients, and identifying growth opportunities. Fast, thorough responses to client inquiries and proactive communication are key responsibilities. Additionally, the Account Manager contributes to the development and improvement of standard operating procedures (playbooks) to enhance service delivery.Responsibilities:Act as the primary point of contact for all assigned clients, ensuring swift and thorough responses to inquiries, concerns, and updates.Build and maintain strong relationships with clients to ensure satisfaction and retention.Monitor client campaigns across SEO, PPC, creative, and other fulfillment teams, ensuring alignment with goals and KPIs.Facilitate regular client meetings (weekly, bi-weekly, or monthly) to review performance, discuss strategies, and gather feedback.Track campaign metrics, flagging and addressing any potential issues proactively.Collaborate with internal teams to troubleshoot challenges and implement client-requested changes efficiently.Identify and present upsell or cross-sell opportunities to clients based on their goals and campaign performance.Maintain accurate records of client communications, performance metrics, and deliverables in the project management system (e.g., ClickUp).Contribute to the creation and refinement of internal playbooks, documenting best practices and improving workflows.Provide detailed monthly and quarterly performance reports to clients, showcasing results and actionable insights.Support onboarding for new clients, ensuring a smooth transition and clear alignment on goals.Key Skills & Qualifications:2+ years of experience in account management or client-facing roles, preferably in a marketing or digital agency.Exceptional verbal and written communication skills, with the ability to explain complex strategies in an understandable manner.Strong organizational skills, with the ability to manage multiple client accounts and prioritize effectively.Intermediate understanding of digital marketing channels, including SEO, PPC, and social media advertising.Proficiency with project management tools (ClickUp, Asana, or similar) and communication platforms (Slack, Zoom).Fast and thorough responsiveness to client communications, demonstrating professionalism and care.Experience in identifying upsell opportunities and presenting them to clients persuasively.Fluent in English, with excellent interpersonal skills to build rapport and trust.Key Performance Indicators (KPIs):Client Retention Rate: 95% or higher.Client Satisfaction Score (CSAT): 90% or higher.Response Time to Client Inquiries: Under 2 business hours.Project Deliverables on Time: 98% or higher.Upsell/Cross-Sell Success Rate: 15-20% increase in client spend per quarter.Join our team and play a vital role in delivering exceptional client success and driving growth for our partners!Job Type: Full-timeWork Location: In personApplication Deadline: 2025/02/05

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