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:
1. Ability to deeply understand client needs and business objectives to successfully identify opportunities for growth.
2. Outstanding communication and relationship-building skills to establish trust and long-lasting partnerships.
3. 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
4. Conduct at least one call with each client per month.
5. Schedule a minimum of one, annual face-to-face meeting with each client.
6. Perform a comprehensive website review for each client once a year.
7. 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.
Requirements
8. Strong attention to detail and a demonstrated commitment to delivering high-quality work in all aspects of client management.
9. Analytical mindset with the ability to interpret performance data and act on insights to drive positive outcomes.
10. Exceptional communication and interpersonal skills, with the ability to build trust and rapport at all levels of an organisation.
11. Proven ability to identify and capitalise on growth opportunities within existing client portfolios.
12. Highly organised and resourceful, with the ability to manage multiple client accounts effectively and efficiently.
13. Proactive and solution-focused approach to addressing client challenges and enhancing their overall satisfaction.
Core competences, skills and personal attributes
14. Strong communication skills, both written and verbal
15. Strong presentation skills
16. Strong workload management and prioritisation skills
17. Well presented, well spoken, articulate and professional
18. Determined, driven and willing to learn
19. Supportive and ability to mentor others
20. Skilled at working across departments and leveraging relationships to achieve shared goals
21. Commercially focussed and results orientated
22. Ability to generate new ideas
23. Ability to overcome challenges
Benefits
24. Competitive basic salary with great progression options
25. Unlimited paid holidays - yes, that's not a typo!
26. Hybrid working
27. Medicash Cash Plan – covering everything from medical support, massages, optical, dental, a discounts platform, and extras like SkinVision and digital physiotherapy. Cash back up to £995 per year, completely paid for by us!
28. Employee Assistance Programme – access to Vivup for mental health support, financial guidance, and wellbeing resources
29. Great working environments; our Stockton on Tees and Manchester workspaces are also dog-friendly
30. A high-performance MacBook
31. VS Perks, have a monthly treat on us; from Amazon vouchers, PlayStation credits, ASOS, H&M to Just Eat, there's something for everyone!
32. Free daily breakfast, fruit, hot and cold drinks and protein shakes
33. Weekly free brunch and lunch
34. Friday afternoon drinks to wind down for the weekend
35. Pension scheme to help you save for the future
36. Cycle to work scheme
37. EV Car scheme
38. Discounts across our brands
39. Regular team social events
40. Training & development
Our Values
We champion our clients
We believe in every retailer's potential to succeed online and celebrate each milestone of their journey with them.
We are one team
We believe in the power of collaboration - within our teams and with our clients. Together, there’s nothing we can’t achieve.
We create change
The future of eCommerce is always evolving. Where others see uncertainty, we see an opportunity to lead.
We care about what matters
We are committed to making the world a little brighter and doing what’s best for our people, our community, and our planet.