Digital Account Manager

Primary Role

Your role will be to account manage a portfolio of 50+ accounts of varying sizes. You will report to the Head of Account Management but with significant day-to-day interaction with our Client Services Director and our Project Manager.

Location

Royal London Buildings, 42-46 Baldwin Street, Bristol, BS1 1PN or another office in central/North West Bristol should we ever move.

Hours of Work

•    Monday to Friday.
•    37.5 hours per week.
•    9.00am to 5.30pm (unless otherwise agreed).
•    As part of the role you will be expected to travel to clients’ offices from time to time; sometimes this may involve out of hours travel.

Main Responsibilities

The following is a list of the main tasks this job role will handle, but is by no means an exhaustive list and may be varied from time to time :-

• Handling the day-to-day account management of client accounts, including :-

o    Scheduling and conducting regular Account Reviews with clients (approx. 1 per day), including documenting and sending minutes the same day.
o    Set up & manage projects for clients based on the outcomes of these Account Reviews.
o    Discussing changes to client’s websites and advising on “best practice” approaches (but not actually doing the technical work).
o    Advising clients on how to get the best out of their site (e.g. e-marketing techniques).
o    Understanding and interpreting client’s Google Analytics & Web Position reports
o    Attending Account Reviews on-site in client's offices as required.

•    Discussing and cross-selling additional services and products where appropriate.
•    Putting together proposals for makeovers and other significant projects, and briefing work into the Project Manager.
•    Running regular online training and demo sessions for clients.
•    Working with clients to ensure that they are sending monthly email newsletters (obtaining distribution lists, putting together and sending the newsletter using the CMS)
•    Keeping track of project work and support Cases for your assigned clients (not carrying out the work, but making sure they get done) and assigning/escalating Cases as required to ensure timely completion.
•    Establishing an understanding of the customer's strategy with respect to their website.
•    Additional projects as required.

Required Skills

Applicants must have the following experience :-

•    Excellent organisational and time-management skills.
•    Excellent phone manner and be happy dealing with people on the phone.
•    Happy making outbound calls to clients who may be in need of some TLC, or conducting face to face meetings.
•    Ability to multi-task and take ownership of your client’s projects and requests
•    Experience of “best practice” in web development; although this role does not necessitate detailed web technology skills, we expect basic HTML editing skills and a strong understanding of "what's possible" with web technologies.
•    Good keyboard & IT skills.
•    Self motivation and a desire to learn.
•    Full driving license.

Desirable Skills

Experience with/of the following is desirable :-

•    An understanding of the legal market, major trends and services provided by lawyers/solicitors.
•    Experience of Search Engine Optimisation (SEO) and Search Engine Marketing (SEM), including running PPC campaigns.
•    SugarCRM or a Windows based contact management/CRM system.
•    Own car (ideally) for occasional site visits, otherwise one can be hired.
•    Previous account management experience.