Accounts Department Manager

4 weeks ago

Ottawa, Canada Ziff Davis, LLC Full time
p>Campaigner is a Ziff Davis brand, offering a full-featured email and SMS marketing platform for businesses to engage their customers. With over 20 years in business and a global reach, our experienced team of experts help customers of all sizes achieve the best possible ROI with email and SMS marketing, backed by a highly scalable platform.

Job Description

This position is a hybrid office-remote role, located in Ottawa.

The Manager of Key Account Services should be able to contribute to building relationships, implementing new programs that will increase the business’ revenue potentials and minimize churn rates. p>

The Manager of Key Account Services is a highly skilled and motivated individual, owning and overseeing the end-to-end management and retention of our key clients. The ideal candidate will have a deep understanding of client relationship management, excellent communication skills, and a strategic, revenue-driven mindset to ensure the satisfaction and continued loyalty of our key accounts.

Ultimately, you will work directly with your team and our clients to help solve client problems and ensure their satisfaction while they are an active account with us. p>

Role & Responsibilities

Revenue & target management:Assessing account management statistics and preparing detailed reports on the findings.Assigning, managing and coaching the team towards the achievement of monthly and/or quarterly targets that are aligned with corporate objectives.

Team management & optimization:

  • Managing the account management department’s day-to-day functions, including meeting agendas, team priorities, time-off, and procedure review.
  • Coaching and performance management of team members; delivering performance evaluations and following the disciplinary process according to company policy.
  • Implementation of new systems and tools, with the aim of continuous improvement, automation and efficiency in customer success processes.

Client management:Key Point of Contact for high value ($10k MRR+) customers, building relationships in order to retain and grow the business in this book of accounts.Develop and execute strategies to manage and nurture relationships with key clients, understanding their unique needs and ensuring exceptional service delivery.Review customer complaints and concerns and seek to improve the customer experience.Create and implement account plans and objectives in alignment with the company's goals to maximize client retention and revenue growth.Owning initiatives and projects as requested by your manager, in line with corporate objectives.

  • Proven work experience as an Account Manager or similar role.
  • Strategic thinker with a demonstrated ability to develop and implement successful account management strategies.
  • Experience working with brand image and promoting value through customer experience.
  • Technical skills required, as they relate to the use of the product or service.
  • Experience in managing a diverse group and training each according to company standards.

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