Strategic Account Manager

6 days ago

Ottawa, Ontario, Canada Ziff Davis, LLC Full time

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 helps clients achieve the best possible ROI with email and SMS marketing, backed by a highly scalable platform.

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

The Manager of Key Account Services should be able to build relationships, implement new programs that increase revenue potentials, and minimize churn rates.

The ideal candidate will have a deep understanding of client relationship management, excellent communication skills, and a strategic mindset to ensure client satisfaction and loyalty.

You will work directly with your team and clients to solve problems and ensure satisfaction while they are an active account.

Role & Responsibilities

Revenue & target management:

  • Assessing account management statistics and preparing detailed reports on findings.
  • Assigning, managing, and coaching the team towards monthly and/or quarterly targets aligned with corporate objectives.

Team management & optimization:

  • Managing day-to-day functions, including meeting agendas, team priorities, time-off, and procedure review.
  • Coaching and performance management of team members; delivering evaluations and following disciplinary processes according to company policy.
  • Implementing new systems and tools for continuous improvement, automation, and efficiency in customer success processes.

Client management:

  • Key Point of Contact for high-value ($10k MRR+) customers, building relationships to retain and grow business.
  • Developing and executing strategies to manage and nurture relationships with key clients, understanding unique needs and ensuring exceptional service delivery.
  • Reviewing customer complaints and concerns to improve the customer experience.
  • Creating and implementing account plans and objectives in alignment with company goals to maximize client retention and revenue growth.
  • Owning initiatives and projects as requested by your manager, in line with corporate objectives.
Requirements
  • 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 for product or service use.
  • Experience managing diverse groups and training according to company standards.
Benefits

Ziff Davis is an equal opportunity employer offering great employee benefits, including health insurance, parental leave, maternity leave, dental insurance, RRSP, Employee Assistance Program, Employee Stock Purchase Program, and Flexible Time Off.

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