Delivery Team

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Remote

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Full Time

Account Manager

Overview

Reporting to:
Client Relationship Director
Working hours:
37.5 hours per week
Flexitime - choose start, finish & lunch times to suit work & personal responsibilities
Location:
Hybrid role/Leeds (UK)
Ultimate flexibility, providing greater control of your work-life balance
Modern city-centre office in Leeds (min 1 day per week recommended)
Remote working option - work from anywhere, including at home
Fully remote considered on an individual basis

Introduction

We’re looking for an experienced Account Manager to join our team. If you have experience of building robust relationships with clients to gain an understanding of current and future business needs, with the objective of retaining and growing existing accounts, then this role could be for you.

9xb design, build, manage and support high-performing, complex eCommerce stores. Join our team of experts including consultants, project managers, designers, developers and engineers and help to solve complex challenges that deliver best-in-class eCommerce experiences for our clients’ customers.

With a wealth of knowledge and experience to learn from and a wide range of clients with new and unique requirements, this challenging role will provide a variety of new and interesting projects sure to keep you feeling challenged and provide the experience to drive your continued development.

Responsibilities

Overarching Objectives

  • Be the relationship leader on your allocated client accounts
  • Highlight, upsell & cross sell 9xb services
  • Ensure that all 9xb departments are delivering quality service to your clients

Key Responsibilities

  • Develop an in-depth understanding of 9xb’s proposition and what makes us successful as an agency
  • Demonstrate an understanding of what makes your clients’ businesses successful, including how they make money, their customers needs & how we can help them strengthen their market position
  • Understand what good looks like in relation to the day-to-day performance of your clients’ webstores
  • Build strong relationships with internal & external stakeholders to maintain high levels of client satisfaction
  • Ensure regular and timely communication with clients, including site visits and face-to-face time
  • Develop robust relationships with internal & external stakeholders through effective communication 
  • Maintain regular and timely contact with clients to manage client satisfaction levels including site visits and face to face time where appropriate
  • Deliver profitable account growth by identifying opportunities to improve our clients’ businesses and aligning these opportunities to 9xb’s service offering
  • Understand and document client satisfaction level and communicate these to the wider 9xb team
  • Evidence meetings via the use of agendas, contact reports and email follow-ups
  • Utilise Salesforce to track sales/account opportunities and maintain accurate client records
  • Prepare and deliver sales proposals and estimates
  • Document and agree capital work including commercial arrangements
  • Brief work into delivery teams using agreed processes
  • Collaborate with other departments to ensure your clients receive exceptional customer service
  • Utilise internal software systems & reports to ensure financial control of your accounts.
  • Help 9xb achieve commercial objectives by contributing towards sales targets
  • Arrange and chair regular internal client review meetings

KPIs

Key Performance Indicators (KPIs) are how your continued progress within your role will be measured. KPIs highlight success, provide a focus for improvement and help focus attention on what matters most.

  1. Sales figures
  2. Meeting frequency by account
  3. Revenue growth by account
  4. Client retention

Job Requirements

Essential Skills

  • At least 3 years experience in a similar role
  • Ability to communicate, present and influence key stakeholders at all levels of an organisation
  • Experience delivering solutions that meet client requirements
  • Proven experience of stakeholder management
  • Ability to manage multiple accounts/projects at a time, while maintaining attention to detail
  • Excellent listening, negotiation and presentation abilities
  • Strong verbal and written communication skills
  • Effective time management and organisational skills
  • Experience of working to targets and deadlines
  • Drivers licence

Desirable Skills

  • eCommerce/Technology/Software industry experience
  • Experience with CRM software (ideally Salesforce)

Required Traits/Attitudes

  • Team player
  • Responsible and accountable
  • Pragmatic
  • Ambitious, driven and focused
  • Looking for longevity in your role
  • Mature attitude
  • Innovative and adaptable
  • Problem solver
  • Professional
  • Attention to detail
  • Efficient/Commercial awareness

Example Team Benefits

  • Hybrid working environment
  • Employees have the autonomy to choose where and when they work to best meet their objectives
  • Choose between working in a modern city centre office or working remotely from home
  • Flexitime - choose start and finish time to suit deadlines, commuting, personal responsibilities
  • Long lunch - Need a longer lunch break? No problem, flex your start and finish time to suit
  • Commuting allowance - cash towards the cost of your commute
  • Regular performance-based salary reviews
  • 25 days holiday per year (plus bank holidays)
  • Holiday Exchange - Buy or sell extra or unused holiday days
  • Individual spot rewards
  • Macbook Pro laptop for use at work & home
  • Apple Airpods
  • Regular team social events & treats
  • Monthly team lunch on us
  • Hiring bonus referral scheme
  • Company sick pay scheme
  • Cycle to work scheme
  • and more…

How to apply

Please send your CV and cover letter to
Mark Pickering
m.pickering@9xb.com