Summary

As a Senior Account Manager (Sr. AM) at SMT, you play a pivotal role in fostering and nurturing relationships with our key clients. Your primary responsibility will be to understand their unique business needs, ensuring their satisfaction, and driving revenue growth through strategic upselling and cross-selling opportunities. Serving as the primary point of contact, you advocate for our clients within our organization, ensuring that their expectations are not just met, but exceeded. Working closely alongside the Chief Client Success Officer, you are instrumental in guaranteeing our clients' success and satisfaction, while also making substantial contributions to client engagement, strategic planning, and service delivery.

This role is crucial in ensuring that our clients derive substantial value from their partnership with SMT and embrace continuous engagement with our "always on" programs. It presents an incredible opportunity to spearhead strategic initiatives for a diverse portfolio of brand clients within an emerging and innovative channel. Necessitating a strategic approach, excellent communication abilities, and adeptness in collaborating seamlessly with both internal and external teams, this role offers an unparalleled chance to influence client results and foster business expansion, all while providing support to the leadership team.

‍What You'll Do:

1. Leadership Support: Offer operational assistance to the Chief Client Success Officer (CCSO) as required, which may include standing in for the CCSO, handling client communications, and preparing and delivering internal presentations. Serve as a trusted advisor and primary support in all matters pertaining to clients.
2. Pre-Sales Support: Collaborate with Sales, Creative, and Product teams to propose Web3 campaign strategies, concepts, and programs for new client prospect pitches. Conduct discovery with Sales and the client to develop proposals and statements of work that clearly communicate SMT's deliverables and client responsibilities.
3. Relationship Management: Own the client relationship post-signing, serving as the single point of contact. Deeply understand the client's objectives, challenges, culture, and key contacts. Maximize client satisfaction and experience while fostering loyalty.
4. Client Communications: Lead client communication post-campaign launch, ensuring clear, proactive communication with the right cadence and format. Support Production Manager in positioning challenging circumstances and leading difficult conversations.
5. Orchestration: Advocate for the client by ensuring the engagement of the right resources. Ensure SMT fulfills obligations while delivering outstanding results and value to the client. Bring in experts as needed to provide guidance.
6. Expectation Management: Balance client needs with SMT stakeholder needs. Ensure clients understand the purchased solutions, potential business value, and access to additional solutions outside their contract.
7. Onboarding: Provide new clients and stakeholders with a clear understanding of SMT's solutions, business value, and operating model for mutual success.
8. Insights & Guidance: Regularly analyze key performance indicators for designated accounts, sharing findings with the Chief Client Success Officer. Identify opportunities for improvement and provide actionable insights to maximize client outcomes and business growth using SMT's data tools. Collaborate with SMT's Data & Reporting team for advanced analytics when needed.
9. Billing & Invoicing: Setup, update, and send monthly invoices to clients. Resolve billing issues with SMT's Finance & Accounting team.
10. Client Strategy & Growth: Conduct ongoing client discovery to develop a client strategy & roadmap for business value and account growth. Identify and qualify opportunities for upselling and cross-selling.
11. Other tasks, duties, or special projects as assigned.

‍Knowledge, Skills and Abilities that demonstrate innovation, passion, service, and execution:

1. Strategic Thinking: A successful Senior Account Manager must be able to think strategically and develop plans to achieve long-term success for both the client and SMT. They must have a deep understanding of the client's business and industry, as well as broader market trends and competitive landscape. By thinking strategically, a Senior Account Manager ensures the client achieves its goals while also contributing to the growth of SMT.
2. Strong Communication Skills: Effective communication is critical in building and maintaining strong relationships with clients. A Senior Account Manager must be able to communicate clearly and effectively, both in writing and verbally, and be able to tailor their communication style to meet the needs of each client.
3. Collaboration: A successful Senior Account Manager understands that many stakeholders are involved to deliver great client results. The Senior Account Manager leads with empathy, advocates appropriately, demonstrates respect and sets their colleagues up for success.
4. Problem Solving: A Senior Account Manager must be adept at identifying and solving client and internal challenges. This involves working closely with the client to understand their objectives, challenges and business constraints. They use their knowledge of SMT's solutions and relationships with SMT stakeholders to develop creative solutions to help overcome challenges.
5. Data Analysis: A successful Senior Account Manager must be proficient in data analysis to understand user behavior, identify trends and patterns, and make data-driven decisions. They must be able to collect and analyze data from a variety of sources, including user/client feedback, usage data, and market research, to develop insights that inform their strategies and recommendations. They are adept at curating insights and input from multiple stakeholders to formulate actionable recommendations. They leverage data, analysis and experience to formulate recommendations to the client.
6. Business Acumen: An understanding of business principles and industry dynamics is important for the Senior Account Manager. They should be able to align client goals with agency capabilities and identify opportunities for growth and expansion.
7. Adaptability and Resilience: The digital marketing landscape is dynamic and constantly evolving. The Senior Account Manager should be adaptable, resilient and embracing change in the face of challenges. They should demonstrate a willingness to learn and stay updated with industry trends and emerging technologies.
8. Empathy: Empathy is an essential quality for a Senior Account Manager, as it enables you to understand the client's perspective and anticipate their needs. By putting yourself in the client's shoes, you can build trust and develop creative solutions that meet their unique challenges.

Compensation:

There is a different pay range applicable to specific work locations and regions.

The base salary for this role falls in the range of 100K - 125K GBP per annum and is dependent on numerous varying factors, including but not limited to skills, work experience, job-related knowledge, and location. This range does not include other compensation benefits that may be offered as part of the total compensation package.

Skills

• Business Relation
• Communications Skills
• Leadership
• Problem Solving
• Strategic Thinking
• Team Collaboration