Digital Account Manager

3 days ago

Delhi Division, India Logicsofts.com Full time

Job Description – Client Success / Account Manager

Location: Kirti Nagar, Delhi (On-site)

Type: Full-time


About Us - We are a fast-growing digital agency with two verticals:

• LOGICSOFTS → SEO & digital marketing agency (UK/USA/Europe)

• Wave69 → Web design, SEO & marketing for the adult industry (global clients)


We’re looking for a Digital Account Manager (Digital Marketing CSM) to manage client relationships, ensure smooth delivery, and drive upsells & retention.


Responsibilities:

• Act as the primary point of contact for assigned clients (SEO, Paid Ads, Web Design, Hosting).

• Understand client business goals and ensure our services are aligned to them.

• Coordinate with internal teams (SEO, Ads, Web Dev, and Support) to ensure projects are on track.

• Deliver weekly/monthly performance reports to clients.

• Handle escalations and ensure issues are resolved quickly.

• Build strong relationships to increase retention and upsell opportunities.

• Keep CRM/Excel updated with client interactions, tasks, and next steps.


Key Result Areas (KRAs):

1. Client Relationship Management – Maintain trust & satisfaction across all accounts.

2. Delivery Oversight – Ensure projects/services are delivered on time & within scope.

3. Upselling & Cross-selling – Identify opportunities for add-on services.

4. Retention & Churn Management – Reduce client churn and maximize renewals.

5. Reporting & Communication – Timely reports, calls, and updates.


Key Performance Indicators (KPIs):

• Client Retention Rate: 90%+ retention across accounts.

• Upsell Conversion Rate: Minimum 15–20% of accounts upsold in 6 months.

• Response Time: Acknowledge client queries within 4 working hours.

• Project Delivery: 95% projects delivered on or before deadline.

• CSAT (Client Satisfaction Score): Avg. 4.5/5 from feedback surveys.

• Renewals: 100% follow-up on contracts before expiry.


Requirements:

• 2–4 Years’ experience in client-facing role (preferably in a digital agency/IT services)

• Strong understanding of SEO, Paid Ads, Web Design basics (not hands-on, but able to communicate with teams/clients).

• Excellent communication & presentation skills.

• Highly organised, with ability to manage multiple accounts.

• Comfortable with tools like Google Sheets/Excel, Teams, and CRMs (Zoho/HubSpot).


Compensation:

• Competitive salary (fixed + performance bonus based on retention/upsells).

• Clear growth path: Sr. Account Manager → Client Success Head (team lead).

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