Strategic Account Manager - Job Description

As a Strategic Account Manager (SAM), you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will be responsible for developing and maintaining strong relationships with clients, understanding their needs, and proactively addressing their concerns. Your primary objective is to drive client retention, growth, and advocacy through effective communication, problem-solving, and strategic account management.

You will be expected to be a client advocate within the agency and ultimately responsible for supporting clients to achieve their business growth goals.

Skills required to successfully fulfill the duties of this position include (but are not limited to) the following:

• • Willingness to exemplify the Digital Strike core agency principles: Caring, Curiosity, Competitiveness
  • Demonstrated experience assessing and understanding multiple facets of client businesses, including but not limited to:
    • Business type (B-2-B, B-2-C)
    • Industry vertical
    • Target market(s) 
    • Marketing goals, objectives, and benchmarks 
    • Key performance indicators
    • Customer lifetime value
  • Communication: Serve as the main point of contact for clients, handling inquiries, addressing issues, and providing timely and effective communication

• Account Strategy and Planning: Collaborate with clients and our internal team to create account plans and strategies to achieve the client’s objectives and maximize the value they receive from our services

• • Product/Service Knowledge: Become an expert in our digital marketing services to effectively convey the value and benefits to clients

• Client Relationship Management:

• • • Build and nurture strong relationships with clients to gain a deep understanding of their business needs and goals
    • Conduct regular check-ins and status meetings with clients to ensure their ongoing satisfaction and success
  • Revenue Growth: Identify opportunities to upsell or cross-sell additional products or services to existing clients to drive revenue growth

• Issue Resolution and Escalation:

• • • Proactively address client concerns and issues, coordinating with internal teams to provide prompt solutions
    • Escalate complex issues when necessary and follow up to ensure resolution
  • Reporting: Provide regular reports on strategy initiatives, engagement data, and key performance indicators to each client

• Client Feedback and Advocacy:

• • • Occasionally gather client feedback to drive service improvements and enhancements
    • Encourage clients to become Digital Strike advocates, promoting positive reviews and referrals
  • Services Renewals: Ensure timely Statement of Work (SOW) approvals and navigate monthly SOW changes as necessary
  • Market Research: Stay updated on industry trends, competitor activities, and market conditions to provide valuable insights to clients

• Client Onboarding and Education:

• • Assist clients in the onboarding process, ensuring they have a smooth and successful launch
  • Provide education and resources to help clients understand our services and digital marketing in general

Qualifications:

• Bachelor's degree in business, marketing, or a related field
• Proven experience in customer or client success, account management, or a related role
• Strong communication and interpersonal skills, ability to build relationships with clients
• Excellent problem-solving and conflict-resolution abilities
• Ability to work collaboratively with cross-functional teams
• Results-oriented and motivated to meet and exceed sales targets
• Strong organizational and time management skills
• Proficient in using CRM software and other relevant tools
• Knowledge of digital marketing is a plus
• Availability to work occasional evenings and weekends as client needs dictate

Culture of Success: At Digital Strike we LISTEN GENEROUSLY and work with our clients as PARTNERS. We are CLEAR and DIRECT and DEFINE EXPECTATIONS accordingly. We look ahead and ANTICIPATE, so thereare NO SURPRISES. We FOLLOW-UP on everything and pay ATTENTION TO DETAILS. We DO WHAT IS BEST for our client PARTNERS. We are RELENTLESS ABOUT IMPROVEMENT and PROVIDING RESULTS. If you play by these rules then we want to hear from you.

Application Process: The first step of the application process is to take a Culture Index survey, which can be accessed at the link below. The survey should only take about 5-7 minutes. There are no right or wrong answers so just select whatever best describes your approach to assignments, and projects. CULTURE INDEX FOUND HERE: https://go.cultureindex.com/p/PExEQNO2sHO0NI