Job Description:
This role is responsible for building and maintaining long-term relationships with clients to ensure client satisfaction and retention. The Account Manager oversees operations, acts as a key operations role, and is in the public eye of the organization.
Day-to-Day Duties:
* Build and maintain strong relationships with clients.
* Oversee client milestones, monitor progress at 30, 60, and 90 days.
* Complete all client tasks on time.
Milestones - Operations - Brand Management
* Verify pain points are resolved and ongoing pain points are discovered.
* Lead retention efforts by providing proposals, negotiating contracts, and pitching upgrades or upsells as needed.
* Monitor customer satisfaction by ensuring clients answer quarterly surveys.
* Recommend improvements to clients' strategy.
* Ensure client requirements are met and tasks are completed to fulfill client contracts within timelines.
* Be intimately familiar with clients' businesses, competition, and marketing objectives to define business problems and apply insights clearly.
* Regularly monitor and report on clients' performance to ensure goals are met.
* Perform account audits, including onboarding audits and account audit checklists.
* Complete board review checks every other week.
* Review the following:
o Design tiers are being met, and there is in-progress work.
o The client board has sufficient work in each mother section (SEO, troubleshooting, designs, images, copy, catalog, flat files, etc.).
o Tasks are being completed within a reasonable amount of time (using the completed tasks filter).
o Tasks have actions completed and are not continuously pushed back.
o The brand manager is making progress on milestone tasks.
o For any callouts needed, inform the brand manager and leave a task on their client board to complete or delegate.
Roles & Responsibilities
ClickUp profiles are consistently updated correctly.
Ensure the onboarding process is seamless.
Ensure the offboarding process is seamless.
Ensure the team completes training videos when released.
Responsible for completing Amazon audits.
Responsible for operating 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 hit 100% of their ad spend budget.
* Less than 7.5% churn per month for the entire Amazon department.
* 90% of audits get completed and followed up within 5 business days.
* 30% of active clients leave a review on Google.
* 30% of clients are billed for bonuses.
* 95% of clients successfully launch within 7 business days of starting.
* 1 case study every quarter.
* Less than 20% of client offboarding is negative feedback.
* Maintain 150% margin per head.
Core Values of the Organization
* Extreme Ownership.
* Problems are fun and solvable.
* 1% Better Everyday.
* Accountability.
* Moral Person.
* Best Thought Wins.
* One Life (let's have impact).
* Value in everything you do.
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.
* Be well-versed with workplace tools such as Zoom, Slack, and ClickUp.
* Excel at and love project management.
* Be comfortable taking responsibility for client accounts, conducting client calls, and communicating with clients frequently to grow their sales on Amazon.
Growth Path of Eventual Responsibilities:
* Taking over bigger projects and tasks that will be more complex and multifaceted, beneficial for all departments.
* A wide range of opportunities to get to know and learn from people in the advertising/marketing industry.
* Take necessary preparations in handling multiple duties and responsibilities for advancement across the organization.
* Participation in continuing career development through research and collaboration with the use of latest market trends and research.
* Hold an in-depth cross-functional comprehension of different spectrums of the business.
* Grow into a mentor and advisor to colleagues in various departments.
* Establish an excellent reputation in the chosen industry/field.
Benefits:
* This position offers a competitive remuneration salary.
* We prioritize flexible candidates willing to learn and grow professionally.
Working Hours:
This is a full-time position with a 40-hour workweek, requiring immediate availability upon hire.
Mandatory working hours: 6 AM - 11 AM PST; flexible hours over 4 hours.
Quiet workspace with fast internet, webcam, and microphone required for video calls.
Considerable levels of autonomy and ownership over projects.