Account Manager

2 weeks ago

Edmonton, Canada Top Draw Full time

**Primary Objective for This Position**

The Account Manager is responsible for managing strategic, digital-first marketing, social media and website development work for our clients. They lead collaboration within the team and ensure exceptional customer service. They are responsible for fostering great relationships by serving a pivotal role in ensuring our clients’ needs are understood and are flowing through the agency.

You'll work from home most of the time but might have to meet clients in person once in a while.

**Accountabilities**
- Relationship Management
- Project Management
- Client Document Management
- Client Data Accuracy

**Responsibilities**
- Foster great client relationships, providing the foundation to establish long-term working relationships.
- Represent Top Draw brand values to instill confidence with the client
- Deliver exceptional customer relationship management; demonstrating an understanding of client’s business and digital goals, social media and web development strategy/execution opportunities;
- Lead, schedule and facilitate milestone / monthly / status client meetings;
- Monthly Report Presentation
- Facilitate and lead client meetings with SMEs providing insight
- Capture Meeting Notes - ensuring clear notes and summaries to both internal and external parties
- Understand the client’s overall business and marketing goals and objectives,
- Align the client’s problem/business goal with the correct department and ensure an approach which achieves the client end goals and meets the client’s criteria
- Work with internal team to create and manage project plans, timelines and budget and revise as appropriate to meet changing needs and requirements;
- Act as the voice of the client to steward all work in progress and ensure a high level of quality
- Communicate requirements, issues, deadlines, timelines, set meetings
- Review of final project and monthly work products for quality and ensure it is in line with signed digital marketing agreement and statement of work
- Identify the requirement and creation of Change Requests
- Document and share changes in scope to internal team(s) and client team(s)
- Ensure final client approval has been given at each milestone of a project before any project goes live or to production;
- Project accounting and invoicing including the management of the programs budget;
- Define and report on Key Performance Indicators (KPI’s)
- Collaborate with the client and internal teams to define KPI’s and determine appropriate reporting to communicate success and progress.
- Ensure project/service documents are complete, current, and stored appropriately
- Quality Assurance (QA) of monthly reports, client facing deliverables, work plans, input into the CRM software and peer review of Account Managers’ proposals and change requests
- Handle client’s notices of termination and/or reduction of services
- Strong understanding of Top Draw’s current service offering
- Take the initiative to enhance knowledge of digital marketing and web development trends, best practices and new technologies, and participate in professional development activities
- Escalation of ‘flags, blockers, and issues’ to Leadership, as appropriate, while recommending alternative plans or options to resolve the escalation
- Participate in industry and other networking events
- Ad hoc account management tasks

**Job Specifications**

**Hard Skills**
- 3+ years experience in an account management role
- A degree or diploma in marketing or related field
- Enhanced knowledge of SEM/SEO/PPC/local SEO best practices and implementation
- Understanding of the role of strategy, social media, web development and design as it relates to marketing
- MS Office / Google Docs proficiency

**Soft Skills**- Initiative to enhance knowledge of digital marketing trends, best practices and new technologies
- Demonstrated ability to organize and manage multiple priorities
- Ability to recognize and problem solve, using analytical and sound decision-making
- Experience writing client and business briefs
- Familiar with contracts and contract negotiation
- Strong presentation, and written and verbal communications
- Highly organized; able to juggle multiple priorities

**Nice to Haves**
- 2+ years of experience working in a digital agency
- Certifications (or working towards): Fundamentals of Digital Marketing (Google), Google Analytics, Google AdWords, CAAP

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