Digital Marketing Account Manager

This team member is a highly customer-focused, passionate individual that ensures positive customer experiences with every customer contact. The Account Manager I role emphasizes accountability and ownership of their customer portfolio, and aims to provide exceptional customer experiences.

Essential Duties and Responsibilities

• Establishes self with strong online marketing expertise and continually learns/expands online marketing knowledge and knowledge of Newfold Digital product suite
• Acts as the point of contact for customers within the Newfold Digital Professional Services product suite, with a primary focus on online marketing and website services
• 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.
• 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

Special Requirements (if any)

• Excellent verbal and written communication
• Demonstrate behaviors aligned with company core values
• Must demonstrate at least 1 year 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 angry/irate customers, and retain them with mínimal Supervisor input