Digital Client Solutions Manager

3 weeks ago

Ahmedabad, Gujarat, India E2M Full time
Job Title: Client Account Manager

About the Role:

We are seeking a highly skilled and experienced Client Account Manager to join our team at E2M. As a Client Account Manager, you will be responsible for overseeing client accounts and ensuring exceptional customer experience.

Key Responsibilities:

* Be the primary point of contact for E2M clients
* Work with clients to ensure they are finding value in our services
* Ensure exceptional customer experience
* Be a customer advocate while capturing customer feedback and reporting requests to Project Management and Development team
* Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
* Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
* Maintain a revenue base by managing account retention and renewal
* Oversee the client's account from a delivery perspective
* Provide strategic guidance to build relationships
* Be a liaison between client and technical project managers, Account Managers
* Flexible time management
* Coordinate with internal resources to ensure all objectives are achieved on time and on budget
* Bring creative solutions to operational challenges
* Work cross-functionally with the larger team to create a cohesive experience throughout a customer's lifecycle

Requirements:

* 2-4 years experience at a creative, digital marketing, or web design/development agency
* Prior experience handling/delivering projects in web and eCommerce technologies (WordPress, WooCommerce, Shopify, and BigCommerce) is an added advantage
* Passion for great work, and the process + strategies to drive it
* Knowledge of web technologies and digital marketing (no coding experience is required)
* Track record of managing successful web design and development projects
* Reverence of multitasking as an art form
* Clear, concise, direct communication style
* History of client growth and profitability
* Strength in building relationships across clients and internal teams
* Vested interest in growing an agency and contributing to its culture
* Experience in project management and collaboration software is a plus (Basecamp, ClickUp, etc.)
* Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
* Proven track record working with Sales, Pre-sales and Account Manager to deliver client services effectively
* Passion for technology and innovation
* Excellent communication and presentation skills
* Strong understanding of business processes and their implementation methodology
* Prior experience working with North American clients across different time-zones

Essential Functions:

* Take accountability and ownership of all client relationships (regardless of scale)
* Coordinate with internal team members to ensure project requirements, scope, and deliverables are understood and deadlines are met on time with consistency and accuracy
* Regularly communicate with clients and provide best-in-class service to meet their needs
* Proactively identify, manage, communicate, and mitigate risks to timing, scope and budget
* Work with the sales team to create proposals, budgets, and timelines
* Guide and direct solutions for any project-related issues that arise
* Manage budgets and projects within our project management system (current software includes Basecamp and ClickUp)
* Monitor and proactively report financials for each client to senior leadership on regular basis
* Extremely attentive to detail

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