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Sales Account Manager

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As a key member of the account management team, you will use your knowledge and experience to benefit the execution and delivery of the agency's projects and work collaboratively with your colleagues, as well as with senior management, to maximise the growth potential of each client and ensure they receive the very highest standard of customer service.

Specifically, you will be expected to fulfil the following as part of your main duties…

• Act as the account management lead on all assigned projects, reporting to the account director.
• Manage day-to-day interactions and expectations with all assigned clients, providing exceptional customer service at all times.
• Ensure the agency has a strong and beneficial relationship with its clients.
• Continually seek and capitalise on opportunities to increase client satisfaction and deepen client relationships.
• Handle client issues and escalations quickly and efficiently.
• Take project briefs from assigned clients and communicate them clearly and effectively to the team.
• Ensure the agency's service offerings are clearly communicated to all assigned clients.
• Confidently and clearly present proposals, creative treatments and reporting to clients.
• Serve as a key and active participant in client meetings, taking suitable notes – including any points that need to be actioned – and effectively feedback relevant information to the team.
• The account manager should fully understand the agency's offering – from traditional print and digital solutions, through to the development of interactive PowerPoint documents and exhibitions – and be able to clearly communicate these to clients.
• Put in place suitable key performance indicators (KPIs) and analytics for client projects to ensure effective measurement of project success and to aid repeat business.
• Ensure project execution and delivery is positioned to meet the expected response, as measured by any agreed key performance indicators, and customer satisfaction.
• Identify and capitalise on sales opportunities with assigned clients, writing and presenting commercial proposals and proactively following the sales process through to completion.
• Possess a sound knowledge of your assigned clients’ organisations and business objectives.
• Meet financial objectives of each project by using your experience to effectively forecast requirements, scheduling expenditures and initiating corrective actions where necessary.
• Effectively communicate relevant project and finance updates to senior management for all assigned clients.
• Represent the agency to the best of your ability, and become a valued partner to your assigned clients.
• Work with the team to ensure the smooth handover of client projects from the sales phase through to production and delivery.
• Alongside the project management team, work to ensure the correct and timely delivery of all your client projects.
• Responsible for ensuring project deliverables meet the client brief and according to agreed timelines and budgets.
• Ensure all project documentation – including proposals, SLAs, Project Plans, Statements of Work etc – is prepared to a high standard, and request approval from the account director on all documentation before it is sent to a client.
• Alongside the project management team, proactively manage scope and minimise risk across its client projects, while ensuring the quality of the delivered project.
• Provide effective review and quality assurance of deliverables across all assigned client projects to ensure successful delivery.
• Attend and proactively contribute to weekly update meetings.
• Assist the account director in the development and delivery of key reporting and case studies in order to promote the agency to a wider audience through online and offline marketing channels, and via awards.
• Provide a positive contribution to the productivity and motivation.
• Office hours are 9am-5.30pm Monday-Thursday, 9.30am-5pm on Fridays. The account manager is expected to work from the offices unless required to work offsite, or if an emergency situation arises.
• Use and keep up-to-date the electronic calendar provided for all meetings, out-of-office working and annual leave.
• Occasional overseas travel may be required as part of the account manager’s duties.

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