Job duties will include:
• Management of the execution of campaigns / digital services from start to finish –
assist the account managers with the client onboarding process in Click Up
• Management of the VA’s and other staff
• Create and manage various calendars for clients including but not limited to content,
social media, email blast, etc.
• Manage internal checks to be sure all systems are working properly
• Being an internal thought leader of how best to use technology platforms to drive
business results.
• Improve customer satisfaction by improving responsiveness and anticipating
customer needs
• Scoping project requirements and preparing action plans
• Developing detailed project plans and monitoring progress
• Collaborating with internal teams and clients to design, develop and implement
digital advertising campaigns.
• Maintaining strong relationships with our clients – being proactive and not just
reactive
• Develop meeting agendas, meeting minutes and action items for every client
meeting following the SOP
• Oversees KPIs / analytics, marketing plan development, execution, and follow-up.
• Contributes to account growth by identifying opportunities to increase revenue and
methods to improve internal processes, cultivates new business opportunities from
existing clients and client contacts.
• Ensuring excellent communication and a strong partnership is always maintained
with the clients
• Perform quality assurance check on all deliverables.
• Creating and managing project schedules and resource plans, rebalancing workloads
as needed
• Developing support documentation, including error logs and requirement
specifications
• Anticipating potential risks or malfunctions and act proactively to resolve issues
• Continuously identifying opportunities for improving workflows, processes, and
resource allocation and planning.
• Detailed knowledge of both internal and outsourced digital fulfillment requirements
and workflow.
• Reviews all orders to ensure proper documentation is supplied and secures any
missing data from the digital sales team prior to handing off to the central fulfillment
team.
• Holds fulfillment providers accountable for SLA delivery and escalates issues as
needed.
• Provides consistent feedback to fulfillment providers to facilitate continuous
improvement in the quality of service and campaign results.
• Work with Sales Managers and Account Managers to develop and execute growth
strategies of our key accounts
• Explore, identify, and establish workflow platforms and processes which can be
universally applied across multiple markets
Here’s what you’d be doing day to day:
• Manage all department processes within Click UP.
• Directly supervise the Account Managers and indirectly supervise the Media
buying, GHL and copywriting team.
• Ensure the smooth and effective execution of Webspark Media operations to
include personnel, reporting, account management, customer service and all
related transactions.
• Understand and effectively utilize all relevant software and systems. Be a “power
user.”
• Successfully collaborate with other departments to achieve goals
• Responsible for customer retention and customer satisfaction.
• Monthly evaluations of employees.
• Lead account management staff and amplify our high level of camaraderie and
employee engagement.
• Support outside sales and encourage staff to do the same-Lead by example.
• Understand and improve existing infrastructure to better facilitate long-term
growth and efficiency.
• Provide operational guidance to Sales & CS team to onboard new accounts.
• Resolve customer issues.
• Assist with training/educating staff.
• Follow all company policies and SOP’s.
• Be responsive and accountable.
• A natural mentor. You guide and train others to meet their maximum potential.
and may describe your management style as a “servant leader”.
• A customer-first mentality. You’re focused and look forward to the opportunity
to delight and surprise both internal and external customers.
• You’re motivated by friendly competition and hitting benchmarks.
• Get things done, driving short-term results while planning for long-term
solutions.
• Understanding that Customer Care is a 24/7 type of environment
Internal Customer Service:
• Lead a team of direct reports in key & independent account management.
• Drive customer service initiatives to completion and success.
• Conduct regularly scheduled team meetings to keep team informed.
• Maintain effective working relationship with management team
• Provide meaningful insights to team to support ongoing & efficient workflow.
Leadership:
• Collaborate with management team to create and communicate strategic
business plans, including customer service, operations, and other key areas of
the business.
• Be the voice of customer service and operations to the rest of the organization.
• Understand the interdependencies of business functions to improve efficiencies
across all stakeholders in projects, plans or new initiatives.
• Above all, be a team player that leads by example, welcomes ideas, and
appreciates diversity.
• Serves as a primary contact for issue resolution.
• Assist in ongoing training of Account Managers on best practice workflows &
reporting to enhance their efficiency.
• Manages projects to add new clients and terminations as needed.