Job Description

The Online Marketing Account Management Team uses customer service and online marketing best practices to communicate the online marketing and website strategy, tasks, and performance to the customer. The Account Manager I is responsible for a portfolio of customer accounts within the Newfold Digital product suite, and is accountable for the retention, customer satisfaction, and growth of this portfolio. The Account Manager I will work close with specialist performing the customer's work to ensure the campaign is in line with the customer expectations and goals. The Account Manager I will hold regular phone calls with the customers, will respond to customer email communication, and ensure the customer's campaign and performance stays on track.

This team member is a highly customer-focused, passionate individual that ensures positive customer experiences with every customer contact. The Account Manager I role emphasizes accountability and ownership of their customer portfolio, and aims to provide exceptional customer experiences.

Essential Duties and Responsibilities:

• Establishes self with strong online marketing expertise and continually learns/expands online marketing knowledge and knowledge of Newfold Digital product suite
• Acts as the point of contact for customers within the Newfold Digital Professional Services product suite, with a primary focus on online marketing and website services
• Exhibits strong, polished customer communication via regular phone and email communication with customers
• Builds strong, long-term customer relationships and maintains regular contact with customers
• Communicates website and digital marketing campaign strategies, updates, and performance data to your assigned customers, ensuring the customer understands the next steps, direction, and performance
• Analyzes online marketing campaign performance and discusses recommendations/next steps with the customer
• Creates web performance reporting as required for customers
• Properly documents all client interactions
• Exhibits strong ownership and accountability of customer calls - treat the customer experience as your own from start to finish and communicate customer needs to appropriate department leaders.
• Resolves customer issues effectively by applying active listening skills, strong empathy, and the ability to quickly identify the root cause of the customer's issues
• Acts as the voice of the customer -communicates customer feedback, opportunities and trends to appropriate department leaders communicate
• Sets appropriate customer performance expectations and promote value of product/services
• When appropriate, recommends upsell and cross-sell product suggestions that can benefit the customer's web presence

Special Requirements (if any):

• Candidates with a Bachelor's degree in Marketing, Communications, Advertising, Business or other related field preferred, but not required.
• Excellent verbal and written communication
• Demonstrate behaviors aligned with company core values
• Must demonstrate at least 1 year in professional role(s). Professional experience should include experience working and interacting directly with other people/customers
• Must demonstrate examples of strong communication and people skills
• Experience in being self-motivated and having effective decision-making skills is required
• Experience in multi-tasking and being well-organized is required
• Must be proficient in MS Office Suite (Word, Excel, Power Point, etc)
• Prior online marketing experience recommended, but not required.
• Deliver and maintain expected productivity and quality standards within expected time frames Requirements:
• Strong passion for customer service and solving customer questions, along with customer centric attitude
• Ability to fully work escalations, de-escalate angry/irate customers, and retain them with minimal Supervisor input

This includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the at any time, and to require the employee to perform functions in addition to those listed above.