Client Services Team
Full Time / Alresford, Hampshire

Senior Account Manager

Overview

CleverTouch Marketing is Europe’s leading marketing technology consultancy and software provider and a Sunday Times Top 100 Best Company to Work For. Created by marketers with Marketing Automation in mind, our mission is to help our customers learn and navigate the marketing technology landscape. We’re proud to have been awarded Marketo’s first International Partner of the Year in 2018, and B2B Marketing’s Consulting Partner of the Year in 2019.

It’s an exciting time to be a part of the CleverTouch team. From our beginnings in Marketing Automation, our evolution has taken us from pure consultancy to becoming a hybrid software and services and provider within the next 5 years. To support our growth and transition, we’re building a revolutionary place to work and our own utopia with new state of the art offices, a gym and a wellness centre.

Our reputation and training is second to none and this manifests itself in a thriving and prosperous environment where our employees are much in demand.

Key Responsibilities

  • To lead and manage a portfolio of client/s work with revenues c.£500K
  • To manage a small team of Account Managers who lead and support a broad range of clients across multiple MA platforms
  • To mentor, support and guide your team in the delivery of MA best practice client work, account management skills and processes and in building excellent client relationships that drive business development
  • To drive a strong team ethos across your team of report and the CS team as a whole
  • To drive client strategy across your account(s) and advise customers on how to achieve their business goals in the most effective manner by utilising their MA marketing activity efficiently, advising on campaign planning initiatives and ad hoc projects – ensuring that advice is delivered with confidence and gravitas
  • To manage your account(s) at a senior level, taking responsibility for revenue growth as well as the day to day management of the account(s)
  • To drive business growth through existing clients, developing a proactive action plan for your accounts (CDP) in order to meet client retention and budget targets
  • To build and sustain strong and long-lasting relationships with senior level client-side managers and directors maintaining frequent contact with any other third-party agencies used by each client
  • To specifically identify, purpose, upsell and implement new projects, initiatives and campaigns in order to meet and exceed client’s ROI and service expectations and to maximise revenue and profit for CleverTouch
  • Deliver client campaign plans and ensure the right activity is in place to meet client objectives
  • Motivate and support the technical delivery teams in delivering an outstanding service in order to retain and grow all client accounts, taking responsibility for the quality of client work carried out
  • Produce and monitor accurate and clear scenario planning forecasting
  • To support your Client Services Director and Business Director in new business acquisition
  • To support your Client Services Director in the on-boarding of new clients
  • Oversee the delivery of discovery work and project manage on-going retainer activity and project work for your account(s), ensuring work is delivered to the highest standard on time and to budget

Essential Skills

  • A minimum of 3 years’ MA experience in a senior agency role within a client services, planning or project management team within the digital and wider marketing sector
  • Specific experience of achieving significant improvements in results by devising and implementing innovative campaign strategies and ideas
  • Proven experience of managing large budgets (£300K+ p.a.)
  • Good understanding of design and development of complex MA campaigns and programmes of work
  • Experience of complex technical work
  • Project management experience
  • Marketing Degree /IDM/CIM marketing qualification, project management qualification or similar highly desirable
  • Analytical, with a proven ability to interpret large amounts of information, news, data and research quickly – and distil the most important/relevant information for intelligent strategic development
  • Highly numerate and passionate about delving into – and drawing insight from – data
  • High level customer relationship management skills with a proven ability to develop and maintain long lasting customer relationships
  • Highly commercial
  • Excellent working knowledge of major MA platforms
  • Good working knowledge of social media channels including Facebook and Twitter and their working relationship with MA platforms
  • Proactive and highly organised, with excellent information management skills a proven ability to multi-task
  • Excellent project management, campaign management and planning skills
  • Able to meet tight deadlines and remain calm under pressure
  • Excellent communication and presentation skills and ability to deliver clear concise ideas to internal and external stakeholders
  • Able to work both on own initiative and as part of a team
  • Able to recognise when services provided by other business units could benefit the client
  • Understands the role of marketing communications within a broader business context to ensure the agency role is marketing partner rather than supplier
  • Grasps how key businesses are structured internally
  • Understands company reports, key business theories and have an awareness of day to day business news
  • Excellent negotiation skills

Key Attributes:

  • Have a complete understanding of your client(s’) business and market
  • Excellent attention to detail
  • Analytical and inquisitive, with excellent attention to detail
  • Passionate about MA, with a general thirst for digital knowledge and a significant interest in new platforms and channels
  • Innovative and creative, with a concise, precise and effective approach to problem solving and the ability to develop, deliver and evaluate brilliant ideas founded on rock-solid strategic thinking
  • Ability to present complex technical strategies with confidence and gravitas
  • Ability to think both strategically and operationally
  • Bright, motivated and driven, with the motivation to lead by example
  • Positive thinker, with a can-do attitude
  • Reliable, flexible and cooperative
  • Diplomatic and tactful
  • Honest and trustworthy
  • Personable and approachable, with an enthusiastic and motivational nature and an overall passion for excellence
  • High energy and committed with a genuine sense of fun