Account Manager (Email Marketing)

Location: Chicago, IL
Date Posted: 11-02-2018
Our client, a dynamic and fast-growing Silicon Valley technology company that has developed a revolutionary RealTime Email technology is seeking Account Managers. While working from the comfort of your own home your primary mission will be to manage and grow the company’s relationships with its clients by providing best-of-breed account management service including best practices, regularly scheduled cadence calls, program ideas, class-leading examples, and program analysis.  We are seeking someone that is outgoing, organized, and a skilled relationship manager with strong business sense. If that sounds like you, read on.

  • Own client satisfaction and engagement so clients renew and grow
    • Possess a track record of client satisfaction of client satisfaction that leads to long-term relationships
    • Help clients realize optimal value from a SaaS solution/service
    • Possess an attitude of ‘shared success’
    • Minimize/mitigate ‘unwelcome client surprises,’ especially around renewal time
  • Strategic Expert
    • Develop and maintain an understanding of client’s business goals, strategy and environment
    • Continually provide thoughtful ideas on the strategic use of RealTime Email functionality that aligns with client goals
    • Present strategic recommendations and insights to executive stakeholders
    • Strong analytical and consultative skills – able to craft a story based on data
  • Strong communication skills
    • Empathize with clients while remaining highly attuned to the business value of client relationships.  Recognize urgency of client needs. Understand client needs within the context of contract cycles
    • Able to interpret technical information and convey it in plain English to business stakeholders
    • Ability to communicate cross-functionally, with Product, Support and Marketing to evolve the technology based on client usage, requests and industry trends
    • Ability to communicate cross-functionally within accounts to understand un-tapped opportunities and expand our name recognition
    • Familiar with web collaboration tools; easily learn new communication systems
  • Train, onboard, and serve as Tier 1 client contact for midsize to large enterprise clients
  • Collaborate with Tier II support team
    • Technical ‘enough’ to handle common systems questions
    • Selectively escalate issues as needed
  • Highly organized
    • Proven ability to manage various client projects and demands at the same time with ease
    • Remain in regular communication with clients even during periods of high activity
    • Obsessive attention to time management: actively utilize time management strategies and tools to stay ‘on top’ of client accounts.

Email Marketing Requirements
  • Passion for and commitment to advocating for email’s role in the overall marketing mix
  • Strong working knowledge of:
    • Segmentation strategies
    • List management best practices
    • Data management
    • Acquisition and retention strategies
    • All preferably in a ‘hands-on’ capacity helping clients design and implement winning email programs in an advisory capacity
  • Fluid, working knowledge of email deliverability best practices
  • Easily able to provide foundational recommendations to email marketers on common life cycle marketing techniques
  • General familiarity with cross-channel marketing and email’s role in an omnichannel marketing program.
  • Direct experience working on projects involving services complementary to email marketing, such as web analytics, predictive analytics, and CRM
  • General knowledge of players in the industry; easily conversant in industry parlance and able to provide guidance to clients on technology and strategic choices based on hands-on experience
  • Ability to fight for and defend the value of email, demonstrated by past experience winning budget for email efforts, growth in scope or personnel of email programs
  • 5+ years of experience in an account management role at an email service provider, email marketing agency serving midsize to enterprise clients or in a strategic email marketing role on the client side
  • Direct experience with email service 
  • Sales background desirable but not required.  This is not a sales role, but you will be expected to be highly sensitive to the verbal, written, and nonverbal ‘cues’ that signal possible opportunities to grow client accounts or impending trouble.
  • Curious and eager learner
  • Able to self-motivate in a work-from-home setting
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