Digital Account Manager - Learn from the best! (Permanent)

Come and work with one of the most exciting, experienced, and fun teams in digital health today. We are going from strength to strength and that is entirely down to our amazing people.

We know that happy people do their best work and our flexible working model, opportunities to grow and learn and outstanding benefits package deliver just that.

Award-winning global digital agency providing end-to-end services to help health and pharmaceutical organisations with successful digital transformation.

From strategy to development, implementation and beyond, our experts guide clients every step of the way to deliver projects that are always value-driven, on time and excellence derived.

Job Role Purpose

Our Account Management team plan and coordinate the project and resource management for all client work and new business opportunities.

They are responsible for client service and customer satisfaction levels.

Our Account Managers demonstrate their ability to get the best work delivered for our clients by understanding their requirements and what they are trying to achieve, scoping work accurately and translating this into internal briefs for the project teams.

They have financial control of client projects and the associated administration, ensuring profitability is maximised.

Our Account Management team develops strong client relationships and are seen as the key contact for support and issue resolution by the client.

They actively seek opportunities with clients, working with the Strategy team to identify business development ideas and new proposals for clients.

They are committed to driving our client's business forward and helping them achieve their business goals.

Responsibilities

The Digital Account Manager carries out a range of administrative and customer-related tasks including:

Client

• Developing a thorough understanding of all that we offer, is familiar enough to identify opportunities and lead proposals with clients - with approval and input from the Commercial Director or MD.
• Ensuring our existing clients are aware of and understand the breadth of the proposition.
• Fostering and developing excellent client relationships, securing agency business and ensuring client satisfaction.
• Understanding their client's business, industry, challenges, and competitors.
• Conducting online client satisfaction surveys, analysing results, and producing reports in PowerPoint.
• Creating Account and Client engagement plans for their clients (POAP - Plan on a Page), identifying ways to improve the service we offer our clients and to grow accounts.

Process

• Producing accurate and compelling proposals, project statements of work and budget estimates.
• Interpreting and translating client briefs, providing a full clear and accurate briefing to ensure delivery in line with client requirements and expectations.
• Managing project codes, folder set up and organisation of the project office for projects including cloud-based filing system.
• Following the new project initiation process, owning initiation of projects and ensuring the smooth hand over to the Project Management team for delivery.
• Anticipating and reporting on issues and escalating where required.

Team / People

• Developing excellent working relationships with all internal teams - Strategy, Operations, Creative, Digital, Writers, Web Development, Project Management and Production.
• Working with other Account Managers on opportunities as projects require to help ensure we always provide great service and responses to our client briefs.

Financials

• Negotiating fees and project costs with the client - gaining approval on client investment where required.
• Inputting job information, quotes, and time in a timely and accurate way into the agency management system and overseeing the wider team to ensure this is maintained across projects within their accounts.
• Owning all business and financial deliverables across own accounts, ensuring financial management and budget compliance.
• Driving projects through to completion, including reconciliation invoicing, and the monitoring of aged debt, working with the Office and Accounts Manager.

Agency Development

• Working closely with the Commercial Director and CEO to support and drive new business pitch opportunities.
• Proactively contributing to the culture of the wider agency.
• Other duties as required for the smooth running of the business.

Location

This role can be based in the office or can be predominantly remote but there will be a requirement to work in the office some days each month for team or client meetings.