Job Summary
This role focuses on client satisfaction and retention to build loyalty, while overseeing operations. As an Account Manager, you will act as a key operations role and be in the public eye of Gigabrain.
Main Responsibilities
* Build and maintain long-term relationships with clients.
* Oversee client milestones – Monitor the 30,60,90 day progress of the client
* Complete all client tasks timely
Milestone & Operations
* Verify pain points are resolved, discover ongoing pain points
* Lead retention efforts by providing proposals, negotiating contracts, and pitching upgrades or upsells as needed.
* Monitor Customer Satisfaction by ensuring that clients answer quarterly surveys.
* Recommend improvements to clients' strategy.
* Ensures that client requirements are met and tasks to fulfill clients contracts are completed respective of timelines.
* Be intimately familiar with clients' business, competition, and marketing objectives in order to define business problems and apply insights clearly.
* Regularly monitor and report on clients' performance and ensure goals are met.
* Perform Account Audits Account Audit and Onboarding Audits Account Audit Checklist
* Complete Board Review check every other week.
* Review the following:
* Design Tiers are being met and have in progress work.
* Client Board has sufficient amount of work being done in each Mother Sections (SEO, Troubleshooting, Designs, Images, Copy, Catalog,Flat Files Etc).
* Tasks are being completed in a reasonable amount of time (Utilize Completed Tasks filter).
* Tasks are having actions complete and not continuously pushed back.
* Brand Manager is progressing on Milestone Tasks.
* For any callouts needed to be made, inform your Brand Manager and leave a task on their client board to complete or delegate.
Roles & Responsibilities
* ClickUp Profiles are consistently getting updated correctly
* Ensure the onboarding process is seamless
* Ensure the offboarding process is seamless (The client offboarding process is appropriately documented and centralized)
* Ensure the team completes training videos when released
* Responsible for the operation of completing Amazon Audits
* Responsible for the operation of the Amazon Assist Desk
* Ensure Amazon PODs understand their churn every month.
* Establish clear communication between Account Managers and clients
KPIs
* 90% of Amazon Clients need to hit 100% of their ad spend budget
* Less than 7.5% churn per month for entire Amazon department district 1
* 90% of Audits get completed and followed up within 5 business days
* 30% of our Active Clients have left a review on Google
* 30% of clients are billed for bonuses.
* 95% of clients successfully launch within 7 business days of starting with us (Onboarding Call with client, strategy session, internal onboarding call with team, Tasks are assigned)
* 1 case studies every quarter
* Less than 20% of client offboarding is negative feedback
* Maintain 150% Margin Per Head
Growth Path
This role offers opportunities for growth and advancement across the organization. You will take over bigger projects and tasks which will be more complex and multifaceted. You will also participate in continuing career development through research and collaboration with the use of latest market trends and research.
Qualifications
* Desired 3+ years of Amazon Seller Central Experience or comparable knowledge/experience.
* High preference for 2 years of agency experience.
* 2+ years of management experience.
* Feel comfortable and excel in a fast-changing environment of an Agency.
* Be well versed with workplace tools such as Zoom, Slack, and Clickup (or comparable tools).
* Excel at and love project management.
* Be comfortable taking responsibility for client accounts, conducting client calls, and communicating with clients on a frequent basis to grow their sales on Amazon.
Benefits
This position offers a competitive remuneration salary. We know precisely the personality of the candidate that will enjoy dominating the work at hand. The initial action in the application process is to complete our culture index survey - that will uncover your natural attributes, alongside what you anticipate the job would require.