Account Manager

We’re looking for an Account Manager to join our Client Success team, based in either our Stockton-on-Tees or Newcastle upon Tyne office.

This role is a vital part of ensuring the success and satisfaction of our clients by acting as their trusted advisor and primary point of contact. You will be responsible for monitoring client performance, identifying opportunities for growth, and maintaining strong, enduring relationships. You will possess excellent communication skills, a proactive approach to problem-solving, and a commitment to delivering exceptional service.

This role requires:

• Ability to deeply understand client needs and business objectives to successfully identify opportunities for growth.
• Outstanding communication and relationship-building skills to establish trust and long-lasting partnerships.
• Meticulous attention to detail, ensuring accuracy and excellence in all client interactions and deliverables.

Responsibilities in the role

Client Communication and Relationship Management

The primary contact for clients, delivering clear, professional, and timely communications that foster trust and strengthen relationships. Build a deep understanding of each client’s unique needs and goals.

Performance Monitoring

Regularly analyse client performance data, identifying trends, addressing issues, and implementing improvements to ensure clients achieve their objectives.

Sales Growth Opportunities

Actively identify opportunities to upsell additional services to existing clients, creating and implementing tailored strategies to maximise value and foster long-term growth.

Client Deliverables 

• Conduct at least one call with each client per month.
• Schedule a minimum of one, annual face-to-face meeting with each client.
• Perform a comprehensive website review for each client once a year.
• Provide a monthly value-add item to each client, such as industry insights or trends prepared by the marketing team.

Proactive Problem Solving

Anticipate potential challenges or issues, responding with innovative and effective solutions to maintain client satisfaction and account success.

Goal Alignment

Conduct regular refresh meetings with clients to fully understand their goals and objectives, ensuring strategies remain relevant and aligned with their evolving priorities.

Operational Management

Maintain comprehensive visibility into client communications and activities, ensuring all meetings are followed up with detailed notes, actionable items, and measurable outcomes.

Account Advocacy

Oversee the accuracy of all invoicing and ensure client accounts are kept up to date, resolving any discrepancies promptly and efficiently.

Stakeholder Engagement

Establish and maintain regular communication at all levels of the client’s organization, including conducting quarterly updates with key stakeholders such as owners or senior managers.