Group Accounts Manager - Client Servicing

Job Summary: -

This profile leads a group of client accounts ensuring that they are growing as per the latest trends in the digital MarTech space. They take responsibility for the delivery of quality work that meets the clients needs. The account team plays a consultant role to internal & external clients. 

Key Responsibilities:

1. Client Relationship Management:

• Act as the primary point of contact for assigned client accounts.
• Build and maintain strong, long-lasting client relationships through effective communication and proactive support.
• Conduct regular meetings to discuss performance, project updates, and business opportunities.
• Identify client needs and opportunities to enhance account growth.
• Respond promptly to client inquiries and resolve issues to maintain satisfaction.
• Understand the clients industry, competition, and market trends to provide valuable insights and recommendations.
• Advocate for the client within the organization to ensure their priorities are met.
• Ensure all client feedback is documented, addressed, and followed up with appropriate solutions.

2. Account Planning & Delivery:

• Develop account business plans aligned with client business goals and the organization's objectives.
• Define success metrics and KPIs in collaboration with clients to measure progress and impact.
• Lead Weekly, Monthly & Quarterly business reviews (QBRs) and performance reporting to demonstrate ROI and key outcomes.
• Anticipate client needs and proactively propose solutions to address challenges or unlock new opportunities.
• Maintain a timeline and roadmap for projects to ensure alignment between teams and clients.
• Coordinate cross-functional teams to deliver projects efficiently while staying within budget.
• Continuously improve account management activities and best practices to enhance client satisfaction and project outcomes.

3. Project & Team Management:

• Oversee the successful execution of client projects across marketing, tech, and data teams to ensure seamless delivery.
• Lead project kick-offs, progress reviews, and post-project evaluations to capture learnings and improve workflows.
• Delegate tasks effectively among team members while providing clear guidance and expectations.
• Act as a team member for promoting professional development and fostering a collaborative environment.
• Monitor performance to ensure deadlines are met and quality standards are upheld.
• Resolve project-related challenges promptly to avoid delays or misalignment with client goals.

4. Performance Monitoring & Reporting:

• Track account performance using KPIs and SLAs to ensure alignment with client objectives.
• Collaborate with internal teams to create compelling proposals and presentations for additional services.
• Provide clients with detailed performance reports and action plans to optimize results.
• Conduct in-depth analysis to identify trends, areas for improvement, and new opportunities.
• Ensure timely project delivery and high-quality output that aligns with client expectations.
• Provide proactive insights and recommendations to help clients achieve their goals more effectively.
• Identify and mitigate risks that could impact project performance or delivery.

5. Project Development (Upsell):

• Drive revenue growth by expanding services within existing accounts through upselling and cross-selling strategies.
• Identify opportunities to pitch new solutions or upgrades that align with the client’s evolving needs.
• Build strong business cases to demonstrate the value of expanded services to clients.
• Foster a consultative approach with clients to position the organization as a strategic partner rather than a service provider.

Qualifications & Skills:

• Bachelor’s degree in Marketing, Business Administration, or a related field (Master’s preferred).
• 8+ years of experience in account management, client servicing, or digital marketing.
• Proven track record of managing large accounts and client relationships.
• Strong leadership, team management, and strategic planning skills.
• Excellent communication, negotiation, and presentation skills.
• Ability to multitask, prioritize, and meet tight deadlines.
• Proficiency in project management tools and CRM software.

Key Competencies:

• Client-Centric Approach
• Results-Oriented Mindset
• Team Leadership & Collaboration
• Analytical Thinking & Problem-Solving