Account Manager / Customer Success Manager

Job Description

Account Manager / Customer Success Manager – Agency

Sinclair Digital Agency is a digital marketing company dedicated to providing our customers with cutting edge digital marketing, analytics, fulfilment and ad operations platforms that maximize ROI and customer engagement. With a heavy focus on innovation and being the leader in all things digital marketing, our mission is to be the market leader in SaaS across the advertising industry.

We operate in a fast paced, customer-focused, dynamic environment where everyone on the team is committed to the growth of our customers and company. Highly entrepreneurial, our success comes from employees who voice their opinions and ideas to facilitate growth to our bottom line. We reward performance, support individual development and foster a fun work environment.

We're looking for an experienced Account Manager/CSM whose mission will be to act as the strategic relationship owner for a set of assigned agency partners. You will be responsible for maintaining and growing long term customer engagements. Key areas of focus will be driving value add, adoption and growth of our solutions. You will report into the Director of Customer Success and will be their trusted partner in defining growth strategy, optimizing customer service models, resourcing needs, improvement & retention tactics, and in implementing processes and technologies that scale. You will own the revenue, growth and margin goals for your assigned clients with a constant focus on improving these, while staying focused on maximizing the value of our solution with our individual customers.

Responsibilities:
• Develop trust relationships with a portfolio of agency partners to ensure they get the maximum value from our solutions, maintain their subscriptions and services, grow their customer base, and grow their media spend through our platform
• Acquire a thorough understanding of key customer needs and requirements
• Expand the relationships with assigned customers by continuously proposing solutions that meet their objectives
• Ensure the correct products and services are delivered to customers in a timely manner
• Serve as the link of communication between customers and internal teams
• Resolve any issues and problems faced by customers and deal with complaints to maintain trust
• Play an integral part in supporting new sales that will turn into long-lasting relationships
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Develop and deploy the best customer service model, including staff requirements, to provide the customers with the best possible experience with our brand

Qualifications:
• Proven experience (1-3 years) as account manager, CSM, or similar
• Experience in sales, up-selling and providing solutions based on customer needs
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Excellent organizational skills
• Passion for designing solutions, teams, and processes that scale
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Enjoys ''getting their hands dirty'' by digging into complex operations
• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Ability to lead through influence
• Data focused
• Great ability in problem-solving and negotiation
• BSc/BA in business administration, sales or relevant field

Jobcode: Reference SBJ-r065mr-18-219-22-169-42 in your application.