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Position: Account Manager

Hours: Full Time – 40 hours per week, salaried, exempt

Salary: $70,000 – $85,000 annually DOE

Benefits: Medical, Dental, Life, 401K, PTO

Location: Seattle, WA – primarily remote

Reporting To: Senior Director of Client Accounts

Primary Function

The Account Manager is responsible for maintaining optimal account health across all assigned accounts. Key duties include being primary point of escalation, soliciting feedback from client on customer satisfaction, upselling and renewing house accounts, and collaborating with/overseeing Project Management and eCommerce Marketing team members to ensure content deliverables and advertising performance meet or exceed client expectations. Account Manager must be able to articulate the value and related principles of all services, including channel content, Amazon paid search, content distribution, content maintenance, international content, and any other content or advertising-related activity that may be included in contracts or SOWs. From time to time the AM could be tasked with pulling Amazon advertising data and should become familiar with primary KPI’s (sales, return on ad spend, clicks, etc.). An ideal AM thrives in an ambiguous atmosphere where they can assist in developing processes to improve the client experience. A successful AM should always be listening to client’s needs, keeping that at the forefront of things they do and recommend and growing spend while showing the agency’s value. AM will manage costs, margins, and revenue on a project-by-project basis for their respective Accounts. AM will work closely with the Sales Team to drive and/or coordinate additional sales with existing clients or lend support on new opportunities ad hoc.

Core Responsibilities

• Develop a trusted advisor relationship with client stakeholders
• Maintain regular line of communication with clients throughout the project, identifying areas for improvement along the way (QBRs, contract renewals, etc.)
• Facilitate and/or conduct client meetings including but not limited to: client introductions, project kickoffs, and quarterly business reviews
• Be available to assigned PM to help with high-level strategy or process advice
• Quickly and thoroughly respond to client escalations, including taking charge with account team to map out a resolution
• Write up new proposals, SOWs, addendums, and change orders for existing clients
• Deeply understand, and enforce, the terms of the SOW to ensure full delivery on expectations and to prevent scope creep
• Field client questions/issues around invoicing and payment, and coordinate with finance to resolve
• Assist and/or complete additional sales with existing clients
• Work closely with Project Managers to ensure project related tasks managed by Project Managers are following special client requirements.
• Come up with a Playbook for each account including QBRs, Client Visits, opportunities, etc.
• Upselling to existing accounts for additional services for content creation, AMS, and any auxiliary services
• Provide thought leadership for each account to maximize client satisfaction
• Periodically attend industry events to increase expertise and share learnings with the company
• Contribute to company content by be available to write blog posts or help with case studies on occasion
• Be proactive in providing value to clients outside of regular duties, as well as to growing your professional career

Preferred Skills (but not required)

• Knowledge and understanding of Amazon advertising, including search advertising (Amazon Marketing Services), Amazon DSP (Demand Side Platform), Amazon OTT (Over-the-Top) and video ads (Video Creative Builder); eCommerce experience preferred
• An understanding of the Amazon full-funnel ecosphere and the ability to explain the value proposition of each and how they work in tandem to grow sales on Amazon
• Familiarity or knowledge of other advertising channels including Google Ads, Microsoft Ads, Facebook Ads
• Experience using analytical, sales and productivity tools including Power BI, Microsoft Excel, Microsoft OneNote, Microsoft SharePoint, Salesforce, and Adobe Suite
• Ability to be proactive in identifying solutions to client issues and coming up with an idea before passing an issue along to other internal staff members