The Account Manager will be responsible for the overall management of each client assigned, striving to make sure the client receives maximum value (ROI) on their investment with the DMS products. The Account Manager will proactively research the clients’ products and ensure they are constantly improving month over month, delivering superior customer experience and product performance. The Account Manager will maintain a professional image of our company, products and services with their clients and work closely with them to ensure a superior level of customer care and accuracy.  This position will also be responsible for continuous customer outreach and support ensuring a high level of customer retention.  The Account Manager will have the ultimate responsibility for the client’s satisfaction and the client’s long-term success.

 

ESSENTIAL FUNCTIONS: 

Point of contact for all client communications for assigned clients. Performs monthly audits on the client’s product performance and makes recommendations to fulfillment on all adjustments deemed necessary to improve the overall ROI.  Follows prescribed methods for extending high-quality and timely product performance reviews through direct customer contact adhering to scheduled customer outreach plan. Coordinates workflow with other internal work groups to ensure timely completion for all changes needed to improve client’s performance. Resolves all account issues originating from either in-bound customer calls or requests from other internal work groups, including but not limited to payment, collections, product performance or any other customer concerns. Records all client contacts and keeps record of all interactions with their clients. Answers routine questions from sales department personnel regarding customer account status.  Engages in recommending additional product solutions to customers’ digital marketing plan during customer consultations including introduction and offering of new products along with recommending changes to existing products to improve digital performance.  Involves assigned Digital Media Professional as needed to achieve upsell opportunity. Will work in many platforms including but not limited to Diad, Salesforce, Trello, Teams, Gong and Transactis. Performs other related duties as assigned.

 

EDUCATION/EXPERIENCE:

One to three years of experience working in sales, sales support, IMS, marketing and/or customer service environments is preferred for this position.  Experience with web applications or in a web environment is a plus.

 

SKILLS / QUALIFICATIONS:                                                                                                

The candidate must have a detailed work ethic, be highly motivated, well organized and be able to communicate effectively with customers, as well as diverse groups of individuals including all levels of employees and management.  Must have strong interpersonal skills and be very customer focused.

 

Must possess excellent communication skills, both written and verbal, with strong attention to detail.

 

Computer skills are mandatory for this position including a high level of proficiency using the internet, Microsoft Word, Excel, Power Point. 

 

Must have solid time management skills and be able to handle multiple tasks in a fast-paced atmosphere where priorities change, and deadlines are rigid.