Client serving Executive

Job summary

The Digital Account Manager (DAM) is responsible for managing client relationships, overseeing project execution, and ensuring the timely delivery of high-quality digital marketing solutions. You will work closely with clients to understand their needs, strategize, execute, and optimize campaigns, and provide detailed progress reports. Your role will involve regular communication with clients and internal teams to address queries, manage risks, and identify opportunities for improvement and growth.

• Client Management: Act as the primary point of contact between clients and internal technical teams.
• Project Timelines: Stay up to date on the project progress and keep the project on track.
• On-time Delivery: Ensure projects are completed on or before the scheduled deadline.
• Quality Management: Ensure the deliverables are of utmost quality and are delivered on time.
• Risk Management: Identify potential risks and communicate them to the wider team; implement effective risk mitigation strategies.
• Stakeholder Management: Maintain high levels of stakeholder engagement and satisfaction. Utilize Zoho Cliq for real-time communication and collaboration with stakeholders.
• Communication: Effectively communicate project-related information to stakeholders, including MoMs, scheduling meetings, and follow-ups.
• Client Relations: Take full control of client calls on a weekly and monthly basis, ensuring client satisfaction and proper communication with the team.
• Deliverables: Support the internal teams in obtaining quick client approvals. All approvals and communications related to client deliverables must be documented via email.
• Escalation Management: Take prompt action to resolve client escalations. Ensure that issues are escalated to the appropriate levels within the organization for swift resolution and client satisfaction. Handle internal team member escalations effectively, ensuring all concerns are addressed promptly and professionally.
• Critical Projects: Streamline critical projects to ensure timely and successful delivery.
• Website Monitoring: Identify and address website issues monthly, informing the team of major issues.
• Action Plan Review: Discuss action plans with the team, providing suggestions and feedback.
• MOM Tracking: Update and track MoM tasks, ensuring timely completion through Zoho tasks.
• Task Review: Review completed and pending tasks regularly, providing feedback and taking responsibility for long-pending tasks from clients.
• Content Management: Review content outlines, topics, and the entire content, ensuring they are free of grammatical errors, plagiarism, and in line with the deliverables before sending it to the client for obtaining their approval.
• Monthly Review: Conduct monthly project performance reviews to ensure that each client project is progressing according to the agreed Plan of Action (POA) and is on track to achieve the client deliverables within the agreed timelines.
• Strategy and Growth: Suggest growth plans and strategies to take projects to the next level.
• PPT Preparation: Receive raw PPTs containing technical data and enhance them by adding insights, challenges, and formatting. Ensure the presentation is well-structured, with a clear index and logical flow. Thoroughly understand the data presented and incorporate strategic insights to enhance the overall presentation. Prepare the presentation to be neat, professional, and engaging before delivering it to the client. Ensure that the final presentation effectively communicates key findings, strategies, and recommendations, and is shared with the client in a timely manner.
• Project Load: Manage a minimum of 10 client projects simultaneously.
• Follow-up communication: Rigorously follow up regularly with all stakeholders to ensure client deliverables are completed within the agreed budget and timelines. Must respond in a timely manner to all stakeholder emails and Zoho Cliq messages. Communication must be professional with all stakeholders.
• Collaboration: Collaborate with both internal and external stakeholders to ensure client deliverables are completed within the agreed budget and timelines.
• Learning and Development: Take initiative in self-directed learning and development to stay updated with industry trends, digital marketing strategies, and client management best practices.
• Innovation and Ideas: Contribute innovative ideas for process improvement and solving business problems, ensuring continuous enhancement of strategies and operations.
• Report Vetting: Ensure all reports, data, and details shared with clients are vetted and checked for basic accuracy and quality.
• Meeting Preparation: Must prepare thoroughly for all client meetings and immediately send out the MoM to all attendees.
• Formal Communication: All formal communication is to be conducted via email, and all emails must be promptly replied to.
• Task Management: All tasks assigned in Zoho Projects are to be completed, and Zoho Projects must be used fully to ensure proper task management and tracking.
• Client Retention and Satisfaction: Ensure clients are retained, satisfied, and happy with the services offered. Play a crucial role in renewing contracts and extending the customer lifetime value.
• Feedback Management: Actively solicit feedback from Head of Digital Operations (HODO), SEO Manager(s) (SEOM), Web Development Manager (WDM), Team Lead – Design (TLD), Content Coordinator (CC) and Senior Leadership members to foster a culture of continuous improvement.
• Adherence to Scope of Work: Ensure all projects and tasks are completed within the defined scope, maintaining high standards of quality and meeting client expectations. If any client requests work outside the defined scope, obtain approval from the Head of Digital Operations (HODO) or Senior Leadership Team members before proceeding with the additional work.
• Ad hoc Tasks: Willingly undertake any other tasks as assigned by the Head of Digital Operations (HODO) or Senior Management to support overall team objectives.

You are the right fit, if you have

• Educational Background: A degree in Marketing, Communications, Information Technology, or a related field is preferred. MBA in Sales & Marketing is a plus.
• Experience: Proven experience in digital marketing and account management.
• Certifications: SEO or digital marketing certifications (e.g., Google Analytics, HubSpot) are a plus.
• Digital Marketing Knowledge: Strong understanding of digital marketing principles and practices.
• Communication Skills: Excellent written,verbal and presentation skills.
• Professional Appearance: Neat and well-groomed appearance.
• Networking and Negotiation Skills: Great networking and negotiation skills.
• Client Expertise: Ability to understand client needs and tailor strategies accordingly.
• Analytical Abilities: Proficient in leveraging data analytics to optimize client account management strategies.
• Detail-Oriented: High attention to detail to ensure accuracy in reporting and monitoring project performance.
• Time Management: Excellent time management skills to meet deadlines for all project activities.
• Problem-Solving Skills: Ability to proactively identify and resolve issues impacting project performance.
• Adaptability: Flexibility to adapt to changing client requirements and digital marketing trends.
• Team Collaboration: Ability to work collaboratively with project leads, team leaders, and other stakeholders to achieve common goals.
• Client Focus: A proactive approach to managing client expectations and resolving escalations promptly.
• Innovation: Be innovative in providing solutions and process improvements to continuously enhance the effectiveness of digital marketing strategies.