Account Manager (EMEA)

SUMMARY:
The Company is looking for an Account Manager to join our energetic team, based at our Cape Town, South Africa offices.
The Opportunity:
The Company  develops, markets and sells sophisticated email marketing software. We are a global company with offices in the UK (London), USA (Charlotte, North Carolina and Redlands, California) and South Africa (Johannesburg and Cape Town).

POSITION INFO:
Role Responsibilities:
This will include the following, but not limited to:
Managing Existing Clients
- Client retention - Developing, maintaining, and managing relationships with clients.
- Responding to queries, and proactive reach out. Educating clients on product capabilities.
- Regular communications with customers, both verbally, in writing and online.
- Respond to clients timeously.
- Schedule Account reviews with clients.
- Provide client feedback to improve the Company capabilities to benefit their business.
- Act as a point of escalation for client issues to technical support where required.
- Awareness of key accounts, which accounts generate which revenue.
- Identify opportunities for customers to maximize the company's functionality & increase their ROI.
- Upsell services - Design, Account Management, Training, additional licences and other ad hoc services.
- Suggest fresh ideas to customers for new marketing campaigns.
- Manage renewal process
- Working within the following systems:
o Salesforce
o Ticketing system
o Google Drive
o DocuSign
New Clients
- Work closely with the Sales team to onboard new clients and manage them from induction to launch, making this process seamless and straightforward.
- Manage new customer onboardings with regular check-ins, and ensuring that the customer knows how to manage the Rocketseed software to its fullest potential.
- Communication with internal and external support and technical teams to ensure everything runs smoothly and on time.
- Building relationships with new Resellers and ensuring they are educated to manage their own clients.
General
- Communicate with global teams and departments.
- Ensure customer support tickets are actioned and updated timely and appropriately.
- Stay current in the digital industry news via research, social media and events attendance
- Attend multiple weekly/daily internal status meetings.
- Salesforce activity – keep client information up to date & pull activity reports when needed.
- Represent the company and our brand with conviction and positivity.
- Understand new opportunities in the pipeline by following existing customer news stories.

Experience and Skills Required:
- A good understanding of email and its capabilities.
- Client Services experience is non-negotiable.
- Ability to communicate at a high level with Enterprise clients.
- An understanding of how basic HTML works, not essential but helpful.
- Exceptional knowledge of Microsoft (Outlook, Excel, Word etc).
- A good understanding of online environments.
- Exceptional verbal and written communication are a must.
- Experience with the following systems will be a plus:
o Salesforce
o Ticketing system
o Google Drive
o DocuSign
- Quick thinker and learner, and ability to use initiative.
- A confident and clear communicator in well spoken English.
- Exceptional organizational, administrative skills, and process driven.
- Agile and comfortable to adapt to a constantly changing environment.
- Ability to manage and grow a client account and to build profitable relationships.
- Deadline driven with exceptional attention to detail.
- Awareness of digital platforms and email marketing trends.
- Be comfortable presenting to clients on a regular basis regarding their campaign reporting.
- Able to remain calm and focused under pressure
- Quick learner, adaptable to new systems, methods and environments.
- Creative problem solving.
- A team player, enjoys working with others, but can perform duties independently