Digital account manager

7 days ago

West, 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/Hub Spot). 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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