As a Digital Marketing Account Specialist, he/she is the ambassador for our company, promoting and representing the company in all mediums to the local and national community. Therefore, conducting themselves in a professional manner in-person, via telephone, and online is of extreme necessity. This position provides front-line support to each and every client by listening, assessing needs, providing support, helping navigate issues, or facilitating the process of someone else resolving their need.
This position provides excellent customer service to our clients and business partners with a focus on all digital marketing; social media, blogging, email marketing, website design/development, SEO, and paid ads.
Developing creative, relevant marketing content for our clients to create brand awareness, engagement, and growth is key to success in this position. The marketing strategy will target client-specific goals and be integrated throughout social media, email, blogging, and other online platforms.
This candidate will work to ensure client satisfaction by taking ownership of client relationships, setting expectations, discussing digital strategy, analyzing data, gathering client assets, supporting the internal team, creating content, representing clients on social media, assisting in production, and communicating with clients effectively.
RESPONSIBILITIES
Client Services
Strong customer service skills by phone, in-person, video chat, and email
- Communicate clearly and effectively with clients via phone and email
- Sets and maintains client expectations
- Takes ownership of client project success from start to finish
- Present deliverables confidently to clients via phone or email
- Coordinate schedules and facilitate communication to book meetings
- Contact clients frequently and consistently to keep projects moving forward
- Send progress reports and explain client analytics and performance
- Advocate for customers internally
- Fosters relationships with clients by putting customers service first
Content Strategy
- Developing creative for display ads, social media branding, infographics, sell sheets, website graphics and other projects.
- Developing a strong brand presentation by designing creative and generating ideas that will help achieve client goals and nurture customers.
- Plans concepts by studying all necessary information and materials.
- Illustrates concepts by designing rough layout of art and copy regarding arrangement, size, type size and style, and related aesthetic concepts.
- Obtains approval of concept by submitting rough layout for approval.
- Maintains technical knowledge by attending design workshops; reviewing professional publications; and participating in professional societies.
- Working with fellow team members and clients to develop creative that is true to the target demographic and brand identity while staying focused on clients goals, including building market share and increasing revenue.
- Conducting himself/herself in a professional manner at all times.
- Other duties may be assigned by the Digital Production Manager or Assistant Digital Production Manager at any time.
Sales
- Determine and communicate upsell opportunities
- Help facilitate best service offering based on deliverable
- Acts as a liaison with sales team during client onboarding
- Understand how to apply our solutions to solve business goals and needs
- Illustrate client ROI with reporting
Collaboration
- Stay current on digital marketing trends
- Collaborate during internal meetings
- Handle client escalations with corrective action
- Follows and adheres to all time and turn around policies set forth by the company SLA
- Translate client business goals to technical solutions
Project Ownership
- Track ticket timelines and internal teammate progress
- Document meeting minutes in a project management system
- Manages timelines of projects for all client and company services
- Transfer client information into the project management system in a timely manner and notify those assigned to project
- Ability to look at projects as a whole to determine opportunities for growth and identify starts and stops in the process.
- Assist client in gathering assets
- Communicates deadlines and deliverables to internal team and contractors, reviews deliverables, and submits them to the client for review
- Ability to prioritize, multi-task and problem-solve simultaneous projects with multiple deadlines
REQUIREMENTS
- Bachelor’s Degree in marketing, communications, or closely related field preferred
- 2 years of marketing or client service experience preferred
- Experience managing social media platforms
- Experience in content creation
- Familiarity with project management systems
- Familiarity with Google platforms
- Strong communication skills