Senior Account Manager - eCommerce

We are looking for a Senior Account Manager to join our talented Client Success Department!

This role can be based on a hybrid basis from our Stockton-on-Tees or Newcastle City Centre office.

As Senior Account Manager at Visualsoft, you will take full responsibility for your own client portfolio. Your ultimate goal is to align the needs of your client portfolio with Visualsoft products and services to help your clients grow their business online. You will do this with a solid commercial understanding of both client and Visualsoft revenue. By identifying opportunities using a strategic approach to grow the revenue of your clients’, you will in-turn grow the revenue into Visualsoft from your client portfolio. You will put the client at the centre of everything you do, and be responsible for their performance, satisfaction and relationship with Visualsoft, ensuring your clients are happy and their online business is growing.

Key Duties & Responsibilities

Client Relationships

• Develop strong client relationships by delivering excellent customer service at all times to all clients within your portfolio.
• Nurture strong multi-layered client relationships, leveraging your Client Services Director to help achieve this.
• Schedule and attend regular face-to-face meetings with all clients within your portfolio to improve their experience with Visualsoft.
• Provide proactive, value-adding contact to all clients within your portfolio by telephone, at least once per month.
• Ensure prompt follow-up to client complaints at all times.

Client Growth

• Work closely with all clients within your portfolio to fully understand their business, goals, objectives and challenges by immersing yourself in their business.
• Align client’s business goals with short and long-term ecommerce strategies, by wrapping around Visualsoft products and services.
• Be a specialist and a digital guru, able to wrap around client roadmaps by knowing which Visualsoft products and services are most suited to their needs.
• Present pitches and proposals to key stakeholders both internally and externally with clients.
• Identify, propose and close upselling opportunities to secure additional business from existing clients.
• Ensure client performance is improving, regardless of the services we provide to identify and suggest additional services or areas of strategic opportunity.
• Ensure action plans are in place for ‘at risk’ clients with low performance, and ensure plans are in place to maximise growth for clients with strong performance.
• Keep close to client commercials and profitability, and ensure you’re on the pulse with client performance on a weekly basis.
• Lead on campaign coordination.

Escalations

• Be the first point of contact for escalations, issues that arise, and/or complex queries that require senior attention.
• Clearly articulate and escalate any issues that require greater attention up to the Client Services Director.
• Aim to resolve issues first time by offering appropriate solutions to problems, and propose relevant suggestions up to the Client Services Director..

Department KPIs

• Achieve upsell targets by aligning Visualsoft products and services with client needs.
• Emphasise the importance of NPS throughout all client communication.
• Provide clients with enough notice ahead of surveys being sent to achieve high response rates from your clients.
• Provide prompt follow-up to NPS respondents to determine how future scores can be improved.
• Achieve high renewal and retention rates from your portfolio by ensuring good service and delivery.
• Contribute to soft measures across the department such as Visualsoft reviews and case studies.
• Ensure data accuracy and lead on invoice approvals for your clients.
• Align goals to business overarching goals/objectives 
• Support the departmental goals.  Develop and agree on and achieve set objectives.

Personal Development

• Identify and agree personal development needs, and take actions to address these.

• Proven experience working within either a digital agency environment or in-house eCommerce role, both at a senior level
• Experience working across at least one digital marketing channel - PPC, Social, SEO, Affiliates, Email and CRO
• Have a detailed understanding of the digital landscape and emerging opportunities and how to apply this knowledge to business
• Proven experience of managing people and teams
• Proven experience presenting to key business stakeholders
• Google Analytics certified
• Google Adwords certified
• Strong communication skills both written and verbal
• Strong presentation skills
• Strong workload management and prioritisation skills
• Well presented, well-spoken, articulate and professional
• Determined, driven and willing to learn
• Supportive and ability to mentor others

Desirable

• Previous experience of consultative selling
• A knowledge or appreciation of eCommerce
• Results orientated
• Ability to generate new ideas
• Ability to overcome challenges

• Competitive basic salary with great progression options

• Unlimited paid holidays - yes that's not a typo!
• Hybrid working
• Great working environments; our Stockton on Tees and Manchester workspaces are also dog-friendly
• A high-performance MacBook
• Health Assured Employee Assistance Programme
• Free eye tests and flu jabs
• VS Perks, have a monthly treat on us; from Amazon vouchers, PlayStation credits, ASOS, H&M to Just Eat, there's something for everyone!
• Free breakfast, fruit, hot and cold drinks and protein shakes
• Friday afternoon drinks to wind down for the weekend
• Pension scheme to help you save for the future
• Cycle to work scheme
• Discounts across our brands
• Regular team social events
• Training & development

So if you think you’ve got what it takes to join one of the UK’s leading eCommerce providers, we’d love to hear from you.

A little formality… by applying you implicitly consent to us processing your data for review for this vacancy only.

Talent Hunter Referral Bounty - £500

Help us find the right talent to join our team, and get a handsome reward in return. It couldn’t be easier - if you know someone who could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the reference when they apply. If they land the job with us as a direct result of your referral, you get the bounty!

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Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspectives.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.