Senior Account Manager, EMS


Title: Senior Account Manager, EMS
Department: EMS
Location: Remote
Brief Description: The Senior Account Manager serves as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth.

The Senior Account Manager serves as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth.

Responsibilities and Duties
  • Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight
  • Manage multiple accounts; develop positive working relationships with all customer touch points 
  • Lead strategic alignment of all stakeholders on client expectations, KPIs, and plan of action to consistently exceed those goals throughout the engagement 
  • Regularly evaluate performance metrics, and proactively identify and execute on opportunities for improvement.
  • Drive client retention, renewals, upsells and client satisfaction 
  • Work closely with internal teams on day-to-day operational processes including campaign set-up, planning, optimization, troubleshooting and QA 
  • Leverage technical tools and quantitative data to manage campaigns to success, high customer satisfaction and renewal 
  • Prepare campaign insights reporting, including analysis and research 
  • Manage weekly campaign status documents for review 
  • Work closely with Finance on billing set up and invoicing 
  • Provide input on new processes and workflows as needed 
  • Prepare implementation plans and lead client on-boarding; present marketing and/or enrollment plan and ensure ongoing strategic alignment.  
  • Work closely with clients to identify needs including content approval workflows and consult on best practices for solutions and setup. 
  • Prepare and deliver effective client presentations, including stakeholders at all levels of the organization.
  • Deliver weekly, monthly and quarterly status and results presentations to internal and external teams.
  • Identify new opportunities from within existing accounts, partnering with the Business Development team to aid in increasing revenue.
  • Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems.




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