account manager
Responsibility
- customer Service
- managing, briefing and coordinating Community Management responses generated from our client accounts on a daily basis
- reporting into Senior Account Management team
Show more +10 - manage the day-to-day Community Management on client accounts
- effectively responding to all Community Management responses, including social media, live chat, email support and booking system alterations
- time tracking and reporting on client social media account usage
- pro-actively escalating and spotting potential PR threats, and following moderation briefs
- reporting on performance and analytics of Community Management
- creation of Community Management analytic presentations where required
- creating case studies from client work undertaken
- undertaking Community Management work in relation to new briefs, audit and strategy, plus associated admin tasks
- ● Effectively responding to all client inquiries and requests promptly & effectively
- confidence in training a team of agents remotely and in-person, ensuring accuracy remains consistent on all client accounts
Requirements
- knowledge of Customer Service for high profile clients
- managing complex resource requirements and teams of customer service agents
- hiring and managing new team members quickly and efficiently
Show more +19 - the role is split into 2 parts, Community Manager and Client Services
- prior use of Zendesk, Freshdesk, Gorgias and Agora for Community Management and Digital Customer Service
- prior use of Zendesk, Freshdesk and Agora for Community Management and Digital Customer Service
- understanding of Digital Customer Service, Social Media Community Management, Voice Support and how it works for brands
- understanding of Digital Customer Service, Social Media Community Management and how it works for brands
- to be successful in this role, you will need to have strong writing, organisation and communication skills
- organisational and Account Management practice for managing clients
- organisational and Client Service Management practice for managing clients
- understanding of how to use social reporting and listening tools, including presenting analytics to clients
- able to work in a fast-paced, start-up oriented environment
- digital Customer support: 1 year
- marketing Agency: 1 year
- identifying opportunities through both developing existing relationships and approaching new clients within your sector
- you will benefit from perks such as free wellness events, staff socials, monthly progression and an amazing office - located in Canary Wharf
- excellent written and verbal communication skills with clients, with strong presentation skills
- this hybrid role requires knowledge within both Community Management , Customer Service and Client Services / Stakeholder Management - in order to grow the business sustainability with our clients
- superb time and project management
- copywriting and proofreading
- as well as previous experience within customer service, managing large teams of agents, communicating with brands online and a deep passion for customer success
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