Key Account Manager (Customer Success)

dotdigital; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen talentierten Key Account Manager, um das Kundenbindungsteam zu verstärken. In dieser spannenden Rolle sind Sie verantwortlich für die Pflege und den Ausbau von Beziehungen zu wertvollen Kunden. Sie werden eng mit verschiedenen internen Teams zusammenarbeiten, um sicherzustellen, dass die Kunden die besten Ergebnisse aus den Produkten und Dienstleistungen des Unternehmens erzielen. Wenn Sie leidenschaftlich daran interessiert sind, Kunden zu unterstützen und deren Erfolg zu fördern, ist dies die perfekte Gelegenheit für Sie. Werden Sie Teil eines dynamischen Teams, das sich für Wachstum und Zusammenarbeit einsetzt!

Benefits

Elternzeit

Medizinische Leistungen

Bezahlter Krankenstand

Dotdigital-Tag

Aktienbelohnung

Wohlfühlbelohnung

Wohlfühltage

Treuebelohnung

Qualifications

• 5+ Jahre Erfahrung im Kundenmanagement oder ähnlichem Bereich.
• Nachgewiesene Erfolge in der Verwaltung strategischer Konten.

Responsibilities

• Pflege und Verwaltung von Beziehungen zu Schlüsselkunden.
• Entwicklung von Erfolgsplänen und Präsentation von Ergebnissen.

Skills

Kundenbindung

Kommunikationsfähigkeiten

Verhandlungsgeschick

Analytische Fähigkeiten

Digitales Marketing

Education

Bachelor-Abschluss

Zertifizierung im digitalen Marketing

Tools

CRM-System

Job description

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

We are looking for a talented and dedicated Key Account Manager to join our Customer Success team. The ideal candidate will have a proven track record in customer success and building long-lasting relationships with key clients in the ever-evolving digital marketing landscape. If successful in this role, you will be responsible for managing and retaining our most valuable accounts, ensuring high levels of customer satisfaction, and driving sustainable business growth.

Key Responsibilities:

• Cultivate and manage relationships with an assigned portfolio of key clients to ensure their success with Dotdigital's products and services
• Develop a deep understanding of clients' marketing objectives and business needs, and identify opportunities for Dotdigital's solutions to address those needs
• Regularly monitor clients' account usage, satisfaction and performance, and proactively address issues or opportunities for improvement
• Collaborate with various internal teams such as Sales, Technical Support, and Professional Services to address client needs and provide end-to-end support
• Act as a trusted advisor to clients, providing product training, strategic guidance, and personalised support to help them maximise their results with Dotdigital
• Conduct regular Success Plans with key customers and present quarterly/annual account plans with key stakeholders to demonstrate the value of Dotdigital's services, secure renewals, and uncover upsell opportunities
• Keep up-to-date with the latest digital marketing trends and share industry best practices with clients to help them maximize their marketing ROI
• Forecast and track client retention, upsell, and expansion metrics, and maintain accurate records in our CRM system

About You

• 5+ years of experience in customer success, account management, or a similar role, preferably in the digital marketing or SaaS industry
• Proven experience in key account management, managing high value, strategic accounts or relevant experience
• Proven record of delivering positive net churn – exceeding growth and retention targets
• Exceptional communication, negotiation, and relationship-building skills, with the ability to inspire and influence key stakeholders
• Sharp analytical and problem-solving abilities that drive impactful solutions tailored to complex business challenges
• Ability to effectively manage multiple priorities and deadlines in a fast-paced environment
• Experience managing accounts throughout the full life cycle
• Deep understanding of digital marketing channels, strategies, and tools, including email marketing, marketing automation, and e-commerce
• Self-motivated, team-oriented, and dedicated to delivering outstanding customer experiences

Why Us

Don’t just take our word for it - hear what your future colleagues have to say about working in our team:

“Working in the Key Accounts CS team is a really fast paced, interesting and varied role. We work with a huge range of customers from charities and NFPs to big e-commerce brands, travel and hospitality, and more. It's a role that allows you to work really closely with your customers on exciting projects and get involved in lots of events. It's a really great team with lots of support, ideas and collaboration and also allows you to connect with multiple other business areas on a daily basis”
Interview Process

• 15min Screening Call with Team Talent
• First interview with the EMEA Head of Key Accounts
• Final interview with the EMEA Director of Customer Success

Some of Our Global Benefits

• Parental leave
• Medical benefits
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward

DEI commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.