Job Description
At Echo, we owe a great deal of our success to the dedication the team puts on ensuring our clients are happy. To help maintain and improve our customer service levels, we’re looking for a Website Account Manager to provide amazing communication between our team and clients.
Echo is in a period of growth and business development and this is a new role to ensure our service delivery meets the standards we know are so vital. Alongside having excellent client relationships, within our Website department we need to ensure that our project deadlines are met to ensure we stay on track.
Now is the perfect time to join Echo and contribute to the success of our rapidly growing business!
This role is open to both full-time and part-time applicants, our primary goal is finding the right person to join our team. You will work at our office in Lynch Wood, Peterborough and join one of Cambridgeshire’s fastest-growing digital marketing and web design agencies. You’ll work alongside a team of 20 passionate individuals, striving to deliver the best work for our clients.
Our agency is the perfect place for someone who thrives in a busy, fast-paced environment. We’re looking for someone who can think on their feet and loves a challenge.
The ideal candidate will have a good understanding of the overall Website Design & Development process and they’ll know their way around the WordPress CMS.
Key Points - What is the purpose of this role?
- Regularly communicating and updating our clients via telephone, email and meetings
- Facilitating the smooth running of the team and our projects internally
- Taking the responsibility of our website tasks & projects and driving them to completion
Objectives of this role:
- Becoming the primary client contact, providing regular proactive updates, managing client expectations and providing feedback for the internal team
- Coordinating internal and external meetings to move forward projects. Capturing meeting notes and actions and sharing with our team and clients
- Requesting information when necessary from our clients, making their part of the project positive and as easy as possible
- Ensuring actions are being taken to meet monthly targets, driving and monitoring the department goals and objectives
- Helping to onboard new tasks/projects to the team, creating website project briefs and sitemaps
- Scoping our requests from both new and existing clients, working alongside technical team members. Must have the skills to communicate with technical people and discuss project requirements
- Supporting the Operations Manager to ensure tasks are actioned following morning stand up meetings
- Alongside the Operations Manager, conducting various internal and external meetings regarding current projects
- Actioning regular internal account management to drive tasks forward, helping to bring together everyone that is a part of a project
- Owning the role of stakeholder for the client, both internal and external
- Ensuring our documentation, CRM & Task Management systems (Asana & HubSpot) are up to date and being used correctly
- Monitoring scope of projects and budgeting, to ensure efficient project delivery
- Manage our support desk, ensuring all tickets are up to date and clients are receiving a timely response
- Ensure actions are being taken by our team members across the week, in line with the expected tasks set
- Ensuring that team tasks are completed on time, within budget and to a high standard (QA)
- Encouraging the the Websites departments processes are followed as closely as possible
- Owning the onboarding of new client projects and throughout the website build process
- Owning the ad hoc task process management, moving tasks and projects forward where possible
- Supports Operations to ensure POA is followed and tasks are moving forward
- Client account management with regular updates
- Execute actions from the the weekly individual project progress 1:1s and general updates throughout the week
If you are an individual that is driven and strives to ensure people are happy, this could be the role for you.
A typical day would include:
- Varied external communications regarding projects, including taking calls, responding to emails and running meetings
- Internal meetings to ensure project progress is optimal and there are no bottlenecks
- Speaking with other departments to ensure projects are moving forward
- Manage ticketing system and incoming requests, helping to manage priority of tasks and update clients
- Working with team members to scope out requirements and then send over to the client
- Onboarding new campaigns and projects, creating brief documents and liaising with Operations to schedule tasks
- Providing updates to clients on their website build projects, chasing for anything required from them
- Checking in with the team throughout the day, motivating and aiding to ensure they are on track
- Reporting to the Operations Manager task progress, including any roadblocks and suggested solutions
- Updating our task management software and CRM
What we need from you:
- We're looking for a positive individual who always strives to be better and deliver results
- Proven experience in a customer service based role, ideally in a fast paced environment
- Excellent interpersonal and communication skills, with the ability to develop great rapport with both clients and team members
- Strong problem-solving attitude and capability with a “can do” mindset
- A keen eye for detail and ability to ensure project requirements are met
- Outstanding organisational skills, with the ability to manage multiple projects at once
- Ability to rationalise next steps in a project, especially where deadlines are tight
- Track record in troubleshooting challenges
- Experience being a key stakeholder in a project
- Ideally experience working in an Agency or a similar fast paced environment
What we can offer you:
- Exposure to a large variety of businesses - a fantastic way to accelerate your learning experience and challenge your skillset
- Opportunities for role progression and career advancement
- A hands-on, agile and consistent approach to training and development
- Collaboration between a team of experts always striving to deliver the best
What to expect:
Echo is one of the fastest-growing digital marketing agencies in Cambridgeshire. We work closely with our clients to help them achieve the best possible online presence so they can get noticed and reach their full potential. We work with businesses of all shapes & sizes, with each day presenting a new opportunity and challenge!
Ever since Echo started in 2012, we’ve been consistently growing and improving as a business. We have high ambitions and because this is a new role, there is ample room for career development as our requirements increase.
You’d be joining our team of passionate digital marketing and website design professionals who work hard to deliver real results for our clients. We’re a team of like-minded, approachable people all with the same drive to be the best.
We champion a culture of innovation and out-of-the-box thinking, making sure we have fun along the way. From monthly team lunches to content-packed weekly meetings, we’re dedicated to building an enjoyable and supportive work environment that never fails to have a ‘glass half full’ approach to work.
Our values:
Our mantra is to "Be Better" and we encourage all of our team to consistently improve and develop. Below are the values that are most important to us:
- Be the Best - Always positively strive to be better
- Be a Go Getter - Relentlessly chase success for our clients
- Be Straightforward - Always keep it simple
- Be Daring - Think differently, creatively and challenge the norm
- Be Responsible - Look after and care about our team, clients and projects
Job Type: Full-time
Salary: £20,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Gym membership
- On-site parking
Ability to commute/relocate:
- Peterborough: reliably commute or plan to relocate before starting work (required)
Experience:
- Account management: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
Reference ID: WEBAMMAY23
Apply Here