The Digital Maze (www.thedigitalmaze.com) is a leading digital agency based in Derby, UK. We are a highly innovative creative team specialising in digital marketing strategies and web development, committed to empowering businesses of all sizes with exceptional online growth. As a trusted partner in navigating the dynamic digital landscape, we are expanding our services and seeking a highly skilled and experienced Digital Account Manager to join our team. Purpose of Role/Job Description We are looking for a highly motivated and organised Digital Account Manager to join our growing Client Success Team. You will work across a portfolio of clients, differing in size across a variety of sectors. You’ll be expected to act as the lead contact for our support and smaller development clients, while also providing support across a range of marketing and web accounts. You will be responsible for overseeing a portfolio of support and hosting clients, ensuring that requests, updates and small development tasks are efficiently triaged, scheduled and delivered through our internal teams. You’ll act as the primary point of contact for these clients, ensuring their requests are handled efficiently while maintaining excellent communication and service standards. Working closely with our development and marketing teams, you will help coordinate and prioritise a high volume of smaller requests, ensuring tasks are clearly scoped before they reach the delivery teams. We are looking for candidates who ideally have marketing knowledge, strong organisational and prioritisation skills, as well as the ability to identify and solve problems. Most importantly, you will need strong communication skills and have the ability to build meaningful relationships & rapport with your clients. This position plays a key role in contributing towards the continued growth of The Digital Maze. Key Responsibilities - Account Management & Client Delivery Client Relationship Management & Account Ownership Act as the primary point of contact for a portfolio of support, hosting and smaller digital marketing clients. Build and maintain strong, long-lasting client relationships through regular communication and proactive support. Ensure clients receive a consistently high level of service and that expectations around delivery and timelines are clearly managed. Identify opportunities to strengthen client relationships through additional services, improvements or strategic recommendations. Support the wider Client Services team by assisting with smaller marketing accounts and client communications where needed. Support senior account managers with project coordination, reporting and client communications on larger accounts. Account Delivery & Coordination Work closely with internal marketing and development teams to ensure work is delivered to the highest standard and within agreed timelines. Translate client requests and requirements into clear, actionable briefs for internal teams. Coordinate smaller digital projects, marketing tasks and development requests to ensure efficient delivery. Assist with internal resource planning and scheduling for smaller client requests. Support & Ticket Management Own and manage the Zendesk support queue for support and hosting clients. Triage incoming support requests and ensure they are clearly defined before reaching the development team. Prioritise support requests appropriately based on urgency, complexity and client SLAs. Ensure clients are kept informed of progress and outcomes. Internal Collaboration Work closely with development, marketing and design teams to ensure smooth and efficient delivery of client work. Ensure requests passed to delivery teams are clearly scoped and prioritised. Support the wider Client Services team with account coordination and operational tasks where required. Mandatory Skills: Previous experience in account management, project coordination or digital support roles, ideally within an agency environment. Familiarity with digital marketing services such as SEO, PPC or content marketing. Maintaining positive relationships with clients, external partners and internally within the agency. Have the ability to ‘translate’ and communicate effectively with those who don’t have a technical understanding. Excellent communication skills both verbal and written. Be highly communicative, proactively updating all internal and external stakeholders. Be effective at planning, monitoring and reviewing. Be decisive and able to work well under pressure. A fantastic plate spinner and able to prioritise when dealing with several requests/clients at once. Highly organised, efficient and process driven. Desirable Knowledge / Experience Experience working with ticketing systems such as Zendesk or similar platforms. Understanding of website development processes and CMS platforms. Who We Are The Digital Maze is an umbrella agency, taking the skills and talents of: Boom Online Marketing Frogspark Evolve Retail Across these brands, we've been delivering quality brochures and e-commerce sites, along with maintaining and improving marketing performance, to SMEs and above for over a decade, and we're not stopping any time soon. The whole business is an approximately 30-strong team of professionals working in: SEO PPC Content Marketing Web Design & Development Benefits Here's what you can expect to get when you join our team: 25 days of holiday per year, plus bank holidays. Hybrid working (Remote & Office). Office visits are a minimum of twice per week; however, our office is available for you to use as much as you'd like to. Free day off for your birthday. An annual salary of £27,000 - £30,000 (depending on experience). Annual pay reviews. Workplace pension. Paid Health Awareness apps. Cycle to Work scheme. Excellent career progression within a growing business. You choose where you want your career to take you. Enhanced sick pay. Hybrid Working Model available. Company-paid social events throughout the year. Our Values At The Digital Maze, we operate on five central values: Thinking Big - We think big and long term, taking our clients on a continuous growth journey. Customers, first - We focus on getting a return for our clients, producing work we're proud of that shows your passion and creativity. Committed & empowered - We are careful and considerate about what we commit ourselves and our company to. Each of us has ownership and pride in our vision and work. Talking straight - We are open, smart, and direct but operate with humility. Having fun and celebrating - We acknowledge the great results our team achieves every day, celebrating their efforts and accomplishments. We want to improve continuously in everything we do and are always open to suggestions from our team. We're committed to creating a fair and enjoyable workplace regardless of gender, race, religion, background, or anything else and will continue working to improve this industry.