Online Marketing Account Manager

What you’ll do & how you’ll make your mark:

Establishes self with strong online marketing expertise and continually learns/expands online marketing knowledge and knowledge of company product suite
Acts as the point of contact for customers within the company Professional Services product suite, with a primary focus on online marketing and website services
Exhibits strong, polished customer communication via regular phone and email communication with customers
Builds strong, long-term customer relationships and maintains regular contact with customers
Communicates website and digital marketing campaign strategies, updates, and performance data to your assigned customers, ensuring the customer understands the next steps, direction, and performance
Analyzes online marketing campaign performance and discusses recommendations/next steps with the customer
Creates web performance reporting as required for customers
Properly documents all client interactions
Exhibits strong ownership and accountability of customer calls – treat the customer experience as your own from start to finish and communicate customer needs to appropriate department leaders.
Resolves customer issues effectively by applying active listening skills, strong empathy, and the ability to quickly identify the root cause of the customer's issues
Acts as the voice of the customer –communicates customer feedback, opportunities and trends to appropriate department leaders communicate
Sets appropriate customer performance expectations and promote value of product/services
When appropriate, recommends upsell and cross-sell product suggestions that can benefit the customer’s web presence
Act as a team mentor to assist in training and development for other members of the team.
Act as a subject matter expert to assist in team workshops, training, and projects to increase overall team expertise.

Who you are & what you’ll need to succeed:

Excellent verbal and written communication
Demonstrate behaviors aligned with company core values
Must demonstrate at least 2 years in professional role(s). Professional experience should include experience working and interacting directly with other people/customers
Must demonstrate examples of strong communication and people skills
Experience in being self-motivated and having effective decision-making skills is required
Experience in multi-tasking and being well-organized is required
Must be proficient in MS Office Suite (Word, Excel, Power Point, etc)
Prior online marketing experience recommended, but not required.
Deliver and maintain expected productivity and quality standards within expected time frames Requirements:
Strong passion for customer service and solving customer questions, along with customer centric attitude
Ability to fully work escalations, de-escalate customers, and retain them with minimal Supervisor input
Shows aptitude and behavior needed for Account Manager II role – including:
High degree of accountability
Strong personal organization
Excellent communication skills
Positive collaboration with other team members
Demonstrates creative thinking and problem-solving techniques
Strong desire for continuous learning