Service Account Manager

**Location**:Remote Canada
**Commitment**:Full time Employee

ImageX has an immediate opportunity for a talented **Service Account Manager **to join our team. We’re seeking someone with excellent client engagement and interpersonal skills, the ability to steer ongoing services work, and familiarity with the website development agency world.
At ImageX, you’ll work with great clients and a highly talented and agile team, in an environment where innovation and learning are prized and everyone’s voice is heard. Your colleagues are passionate about web development and advocates of delivery excellence.
This is a **remote permanent full-time** position with plenty of opportunities to grow with an industry-leading web development agency that values work/life balance.
**About the Position**:
The foundation of the Service Account Manager role is in looking after ImageX’s long-term clients. These clients look to the company for a variety of services, ranging from a few hours per month of enhancements to extensive quarterly cycles of content and functionality enhancements to their website.
**About You**:
As a Service Account Manager, you will:

- Manages a portfolio of long-term clients, scheduling and overseeing on-going enhancements to their web sites
- Builds relationships with key client team members, developing loyalty and satisfaction over the long-term (e.g. weekly touch points with client company’s Marketing Manager)
- Captures clients’ requests and requirements. Defines and allocates smaller tasks among the team, and scopes and evaluates larger pieces of work for potential future projects.
- Coordinates the workload of a team of assigned remote developers delivering on the clients’ technical upgrades and enhancements
- Schedules other specialists as required, e.g. for consulting on visual design, website content or the provision of training
- Handles project setup and administration with the company systems
- Oversees budget, schedule, scope, quality and customer service on the client engagements
- Assists Sales with up-selling of new or ongoing projects or services or periodic renewals
- Works with internal colleagues to contribute approaches to enhance or develop client services

**Other opportunities - e.g. Project Management**:
The Service Account Manager may also be able to contribute to shorter-term delivery projects arising from those client relationships, such as small, ground-up website implementation or enhancement projects. This is done following ImageX’s project process, employing an adapted Agile methodology, and diverse tools such as BaseCamp and Jira. Contributions may be in a project management, analyst or QA capacity, depending on the Service Account Manager’s skill-set.

As a Service Account Manager, you need:

- Exceptional communication and customer service skills
- Exceptional time management, organizational and delegation skills
- Strong sense of responsibility, initiative, prioritization, ability to meet deadlines
- The ability to juggle multiple clients and service agreements simultaneously
- The ability to motivate a team of creative technicians to do their best work
- Minimum of 2 years experience in client service, ideally a web development agency

Nice to have:

- Project management skills, including Agile methodology training and experience
- Strong understanding of the development of dynamic websites, user experience design principles and Content Management System technologies (preferably Drupal)
- Familiarity with web technologies, such as PHP/MySQL, JavaScript, CSS, and HTML
- Ability to understand technical as well as business requirements, and confidence in consulting with clients on topics such as best practices, long-term solutions or strategies to facilitate growth
- Leadership skills and business acumen with a desire to contribute to the continued growth and development of the company
- Active involvement in web design or technology communities while tracking new trends and opportunities that can be leveraged for clients

**How to Apply**:
**About ImageX**:
ImageX is an award-winning digital web agency that was founded in 2001. With hundreds of successful web initiatives executed, we have the expertise needed to ensure success. Some of our clients include Apple, Disney, the YMCA, Samsung, and Adidas.
Our head office is located at the nexus of one of the best places on earth, in beautiful Vancouver, British Columbia - just a short trip to the beach or to first-class ski slopes however we have an office in Kyiv, Ukraine and soon to be established with a team in Brazil along with plenty of remote opportunities too.

**Salary**: From $32,000.00 per year

**Benefits**:

- Flexible schedule
- Paid time off
- Work from home

Schedule:

- Monday to Friday

Work Location: Remote