Ignite Visibility is a leading US-based digital marketing agency. The Account Manager is responsible for developing and managing client relationships that promote retention, growth, and loyalty. This includes and is not limited to all Client Service activities and outcomes in the company relating to client retention, churn, growth, resigns, and up-sells. The goal of the Account Manager is to grow client lifetime value and promote client satisfaction. This role is remote within the U.S. and residents of all 50 U.S. States are eligible to apply.
Essential Responsibilities:
- Serve as the lead point of contact for all custom account management matters
- Build and maintain strong, long-lasting client relationships
- Advise clients on digital marketing strategies and channels
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Ensure engagements maintain company margin goals
- Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
- Establish and implement the Account Management department roadmap
- Client onboarding, support, adoption, advocacy, retention, renewals, and up-sells
- Foster collaboration within the team and across marketing verticals
- Manage client services outcomes to increase retention rates and reduce churns
- Partner with internal teams to effectively solve client problems and provide strategies
- Expand revenue in accounts through cross-selling and up-sell opportunities
- Own the client upsell and renewal process from end to end
- Achieve assigned upsell goals
- Influence client’s lifetime value through customer satisfaction, loyalty, and overall NPS performance
- Drive new business growth through greater advocacy and reference-ability
- Lead client check-in calls & QBRs
- Manage client listening points through surveys, Executive Sponsor sync calls, exit surveys, and more
- Coach production teams through pre-call syncs, on-call feedback, post-call syncs, and consistent identification of growth opportunities for the entire account team
Required Qualifications
- Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
- Demonstrate ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Excellent listening, negotiation, and presentation abilities
- Experience delivering client-focused solutions to customer needs
- Solid experience with CRM software (e.g. Salesforce, Hubspot)
- 5+ years experience in client account management/client success experience
- Expert customer service experience and knowledge
- 5+ years of sales and business development experience
- 5+ years of experience working in digital marketing
- Experience managing multiple agency clients/accounts
- Excellent business acumen and experience working with business executives.
- Exceptional verbal and written communication skills, including the ability to effectively communicate and present ideas and solutions to internal and external customers
- Bachelor’s degree in marketing, business, communications, or closely related field
- Keen attention to detail and ability to grasp the big picture
- Proven ability to build rapport with clients
- Proven ability to lead a team/department
- Strong problem-solving skills
- Robust organizational and time management skills, including the ability to effectively prioritize work and meet deadlines
Why Ignite Visibility?
- A collaborative environment focused on client success and career development
- Fully remote workforce with optional San Diego office
- Two-time Landy Award Winner (Search Marketer of the Year & Best Paid Search Initiative)
- Named Fastest-Growing Private Companies in San Diego (2016-2020)
- Named Best Places to Work in San Diego 2017, 2020
- Named Inc 5000 Fastest Growing Companies 2017-2022
Benefits
- Competitive salary base + commission & bonus
- Full comprehensive health, dental coverage, vision coverage
- Fully remote work setting
- Generous paid vacation and sick time including your birthday off & extra time off around major holidays
- 401k-retirement plan with employer match
- Employee advancement and clear growth potential
- Company-sponsored professional development opportunities
Ignite Visibility is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.