Digital Account Manager

1 week ago

Najafgarh, 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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