Account Manager

Location: United Kingdom, Australia, South Africa

About Online Marketing for Doctors (OMD):

At OMD, we are committed to delivering exceptional digital marketing solutions to the healthcare sector. Our core values of being Responsive, Thorough, Results Driven, and Proactive are embedded in every aspect of our work, ensuring we exceed client expectations and foster long-term partnerships.

Job Overview:

As a Digital Marketing Account Manager at OMD, you will play a pivotal role in bridging our clients' visions with our expert teams. Your mission is to oversee seamless operations and processes, from the initial client onboarding to ongoing account management, ensuring a high-quality, results-driven service.

Key Responsibilities:

• Project Coordination & Management: Coordinate and manage a variety of projects from their initiation to their completion. This includes setting clear deadlines, tracking progress, and swiftly resolving any arising issues. You will use and maintain project management software and tools, assisting with organisation and management of project schedules.
• Communication & Liaising: Serve as a primary contact for all project stakeholders, keeping them informed about progress and any changes. You will negotiate and maintain relationships with third-party providers and partners to ensure seamless collaboration.
• Client Relationship Management: Build and nurture strong, lasting relationships with our clients. You will act as their main point of contact and advocate, ensuring their needs and expectations are met and surpassed where possible.
• Strategic Oversight: Gain an in-depth understanding of each client's unique goals and challenges, converting them into actionable plans for our SEO, PPC, Web, Social, and Content teams.
• Documentation & Quality Assurance: Prepare and circulate project documentation, such as schedules, budgets, and reports. Carefully review team outputs to ensure alignment with client objectives and our agency's stringent standards of quality.
• Sales & Growth: Recognise opportunities for upselling and cross-selling, broadening client accounts in a manner that provides value and is congruent with their digital marketing objectives.
• Team Collaboration: Collaborate closely with Department Heads to guarantee strategy execution and deadline adherence. Create a collaborative work environment that promotes innovation and excellence.
• Reporting & Analysis: Regularly assess campaign performance provided by the production team and provide clients with insightful reports and recommendations for ongoing improvement.
• Process & Team Improvements: Suggest and implement process improvements to optimise the functionality and environment of the team.
• Cultural Awareness: Keep up to date with popular marketing culture and trends, providing valuable perspectives and insights that make our work stand out.

At the core of this role is service - service to the team, service to the clients, service to the project. This job requires a proactive, extroverted, and empathetic perspective, with the ability to build and maintain both internal and external relationships effectively. Our aim is to deliver projects of the highest quality, on time and within budget, impressing all stakeholders involved.

Key Performance Indicators:

• Labour & Interaction Efficiency: Efficiently allocate 35 hours weekly towards client project management and production activities, with an additional cap of 5 hours for related administrative duties. Aim to systematically lower the Client Management Difficulty Score for each client so hours are within the parameters of the estimated allocations of time by service or package, demonstrating enhanced efficiency and stronger client relations.
• Financial Management: Stay within the agency’s internal budget for the clients services for at least 90% of projects while achieving desired results, showcasing astute financial management skills.
• Client Satisfaction Scores: Demonstrate a progressive improvement or maintain high ratings in the bi-annual Client Satisfaction Surveys, as well as keep aligned with clients expectations gathered from these surveys. Receive positive feedback from monthly pulse surveys sent to the client that may be conducted by the Account Director.
• Client Retention: Maintain a client retention rate that reflects robust relationship management, with an aim for a client loss rate due to service dissatisfaction of less than 10% of individual portfolio gross revenue. Recognise and distinguish between client departures due to factors beyond the Account Manager's control (e.g., client business closure, market exit, or significant strategic shifts) to those related to service quality or satisfaction, ensuring accountability is aligned with areas of direct influence.
• Client Testimonials: Secure testimonials from all managed clients who renew after the first year with OMD, taking into account clients' willingness and ability to provide such feedback.
• Cross-selling and Upselling: Identify and convert at least 4 cross-selling or upselling opportunities yearly, contributing to client account revenue growth.
• Client Referrals: Request a referral from every satisfied client following the first year of engagement with the client.
• Problem Resolution Efficiency: Resolve client or project issues within 48 hours or a reasonable time frame depending on scope, indicating swift and effective problem-solving capabilities.
• Adaptability: Balance the ability to say no to unreasonable requests while exhibiting a high level of adaptability to manage reasonable tickets or sudden changes in project scopes, client strategy modifications, or market dynamics with minimal disruption to project timelines or client satisfaction. This is measured through project or task complexity vs. reasonable completion times.
• Communication & Response Time: Respond to client inquiries within 24 hours, showing commitment to excellent customer service and practising our quality of being responsive.

These KPIs reflect a well-rounded view of the role, focusing not only on sales and revenue but also client satisfaction, problem-solving capabilities, financial management, and adaptability—all crucial aspects for a results-driven Account Manager.

Salary, Commission, and Bonus Structure:

In appreciation of your hard work and dedication, our company offers an attractive rewards package reflective of your commitment and success. The package includes:

• Base salary: + super + commission + bonuses.
• Performance Bonus: We recognise your tremendous efforts by awarding a 5% performance bonus of your base salary at your annual performance review if all 10 KPIs are met.
• Salary Increase & Development Opportunities: (Based on Labour & Interaction Efficiency.) As you skillfully manage your portfolio, demonstrating efficiency in service delivery within allocated hours and excelling in client relationship management, you will be rewarded with opportunities for salary increases and professional growth based on increasing your managed portfolio of clients. We offer a performance recognition system as follows:
• Keeping a managed portfolio of $900k/yr will increase base salary by 5%.
• Keeping a managed portfolio to $1.1m/yr will increase base salary by 10%.
• Keeping a managed portfolio to $1.3m/yr will increase base salary by 15% and a promotion to Senior Account Manager.
• Additional Bonuses: For those who go the extra mile, maintaining high Client Satisfaction Survey scores and converting a substantial number of cross-sell/up-sell opportunities, we have discretionary bonuses on offer. These can be financial bonuses, extra paid leave days, unique experiences or more.
• Referral Bonus: As a token of our gratitude for expanding our client base, successful client referrals not outside our current network of clients can lead to additional bonuses for you. Commission on new contracts are a flat $500 when new clients sign on board a retainer service for at least 6 months. Bonuses for contracts calculated at annual performance reviews.

Qualifications:

• Experience: Minimum of 2 years of proven experience as an Account Manager, preferably within a digital marketing or a related field.
• Communication: Exceptional verbal and written communication skills, capable of effectively liaising with clients and coordinating with internal teams.
• Analytical: Strong analytical skills with close attention to detail. Comfortable with reviewing and interpreting data to inform client strategies and decision-making.
• Project Management: Proven ability to manage multiple projects simultaneously, exhibiting strong organisation skills and a keen attention to detail.
• Client Service: A proactive, service-oriented approach to client service, alongside an innate ability to build and maintain strong relationships.
• Digital Marketing Knowledge: In-depth familiarity with digital marketing strategies and tools, including SEO, PPC, Social Media, Content Marketing, Web Analytics).
• Problem-Solving: Demonstrable problem-solving skills with a proven track record of turning challenges into opportunities. Able to work effectively under pressure and resolve issues swiftly.
• Strategic Thinking: Ability to understand and translate each client's unique goals and challenges into actionable strategies.
• Negotiation and Persuasion: Excellent negotiation and persuasion skills, particularly when managing client expectations and proposing appropriate solutions.
• Financial Management: Experienced in handling and managing budgets effectively, ensuring high Return on Investment (ROI) for client projects while minimising overrun costs.
• Technical Acumen: Proficiency in using project management software and tools, underlining capability to handle essential technical aspects of the role.

Application Process:

To apply, please submit your resume along with a cover letter explaining why you are the perfect fit for this role at OMD.

Job Type: Full-time

Pay: £50,000.00-£65,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Commission

Experience:

• Relationship management: 2 years (required)

Work Location: Remote