About the Role
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 monitor client performance, identify opportunities for growth, and maintain strong, enduring relationships. Excellent communication skills, a proactive problem‑solving approach and a commitment to delivering exceptional service are essential.
Key Responsibilities
* Serve as 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.
* Regularly analyse client performance data, identifying trends, addressing issues, and implementing improvements to ensure clients achieve their objectives.
* Actively identify upsell opportunities to additional services, creating and implementing tailored strategies to maximise value and foster long‑term growth.
* Conduct at least one call with each client per month and 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.
* Anticipate potential challenges, respond with innovative and effective solutions to maintain client satisfaction and account success.
* Hold regular refresh meetings with clients to fully understand and align goals and objectives.
* Maintain visibility into client communications and activities, ensuring detailed notes, actionable items and measurable outcomes follow all meetings.
* Oversee invoicing accuracy, keep client accounts up to date, and resolve discrepancies promptly.
* Engage stakeholders at all levels of the client's organization and conduct quarterly updates with key owners or senior managers.
Requirements
* Strong attention to detail and a commitment to high‑quality work in all client management activities.
* Analytical mindset with the ability to interpret performance data and act on insights to drive positive outcomes.
* Exceptional communication and interpersonal skills, with the ability to build trust and rapport at all levels.
* Proven ability to identify and capitalise on growth opportunities within existing client portfolios.
* Highly organised and resourceful, managing multiple client accounts efficiently.
* Proactive, solution‑focused approach to addressing client challenges and enhancing overall satisfaction.
Core Competences, Skills and Personal Attributes
* Strong written and verbal communication and presentation skills.
* Effective workload management and prioritisation.
* Professional appearance and demeanor, determined, driven and willing to learn.
* Supportive, able to mentor others and collaborate across departments.
* Commercially focused and results‑oriented, generating new ideas and overcoming challenges.
Benefits
* Competitive basic salary with great progression options.
* Unlimited paid holidays.
* Hybrid working.
* Medicash Cash Plan covering medical support, massages, optical, dental, discounts and digital physiotherapy (cash‑back up to £995 per year).
* Employee Assistance Programme for mental health, financial guidance and wellbeing resources.
* Dog‑friendly workspaces in Stockton‑on‑Tees and Manchester.
* A high‑performance MacBook.
* Monthly perks such as Amazon vouchers, PlayStation credits, ASOS, H&M, Just Eat, etc.
* Free daily breakfast, fruit, hot and cold drinks and protein shakes.
* Weekly free brunch and lunch.
* Friday afternoon drinks to wind down for the weekend.
* Pension scheme.
* Cycle‑to‑work scheme and EV car scheme.
* Discounts across our brands.
* Regular team social events.
* Training and development.
Values
We champion our clients, believe in collaborative teamwork, create change, and care about what matters.
Equality and Diversity
Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspectives. We welcome applications from all members of the community.
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