As a Strategic Account Manager at Brighta, you will serve as the primary contact for clients, fostering long-term, mutually beneficial relationships. You will align our ABM Lead Generation services with our B2B clients needs, oversee early or on-time project delivery, and ensure that results exceed expectations.
Key Responsibilities
- Client Engagement: Conduct regular meetings to discuss ongoing and upcoming projects, set expectations, and onboard new clients
- Project Management: Create detailed briefs for projects, collaborate with the fulfilment team, and track delivery progress
- Reporting: Send monthly digital performance reports, showcasing key metrics and tracking against KPIs
- Quality Assurance: Proofread client outputs to ensure high quality and consistency
- Collaboration: Actively participate in team meetings and maintain effective communication with both clients and internal teams
- Continuous Improvement: Stay updated on marketing trends and suggest improvements to enhance campaign direction
- Client Growth & Upselling: Identify opportunities to upsell or cross-sell additional services, aligning solutions with client needs to drive revenue growth and deepen client relationships
- Client Health Monitoring: Sssess client satisfaction and engagement levels, using data-driven insights to address potential risks and maintain strong relationships
Requirements
Performance Objectives
- Ensure client satisfaction and high-quality lead generation
- Maintain ClickUp accuracy and deliverables status
- Achieve zero negative client feedback and consistently meet project deadlines
Key Performance Indicators
- Zero client follow-ups
- Completion of at least 90% of projects within the monthly budget
- Client retention trend of 12+ months
- Fewer than 3 late projects per month
- NPS/CSAT Scores
Software Proficiency
- Office365 Suite/Google Suite: Strong knowledge
- Outlook: Strong knowledge
- ClickUp: Strong knowledge
- Slack: Some knowledge
- Figma: Some knowledge
- Filestage: Some knowledge
Requirements
- Strong Follow-up Skills: Ensure timely follow-up on client and internal tasks to keep projects on track, confirm action items, and prevent delays or misunderstandings
- Strong understanding of marketing concepts, including SEO, SEM, and Paid Social Marketing, understanding of sales and marketing processes is a plus
- Strong command of the English language. English proficiency certifications is a plus IETLS, TOEFL, and Duolingo.
- Excellent communication skills to effectively convey information to clients and team members
- Ability to work remotely, stay motivated, and manage time efficiently across multiple projects
- Must be adaptable to process changes, and come up with suggestions to streamline SOPs
- Tech-savvy with the capability to leverage AI tools (e.g., ChatGPT) while ensuring content and output quality
- Must have proven strong customer service, client relations, and retention and strategic organisation skills. Must be able to uncover client business needs, through probing, and sharing insights with the leadership team
- Must be able to manage $30,000 - $50,000 of monthly recurring spend on your client case load.
- Must be comfortable meeting frequently on Zoom, texting and emailing with Australian and New Zealand clients. We probably including calling, following up via call
- Schedule Internal WIP (Work in Progress) meetings with clients, provide concise updates on client satisfaction, project forecasts, sentiment analysis, and any internal issues that need addressing. Ensure critical items are highlighted for discussion to facilitate effective decision-making
- Following WIP meetings, must be able to delegate tasks effectively to the delivery team, provide complete briefs, and manage deadlines within Clickup
- Quickly resolve client escalations by identifying issues, facilitating communication, and ensuring resolution
