Lead Account Manager

BrightLocal; England; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Senior Account Manager to lead their Local SEO Services team. This pivotal role involves managing customer relationships, onboarding new clients, and ensuring exceptional service delivery. You will mentor junior account managers, coordinate strategies with SEO managers, and drive revenue growth for a diverse portfolio of customers, including marketing agencies and SMBs. With a strong focus on customer satisfaction and a collaborative approach, you will thrive in a dynamic environment that values innovation and teamwork. Join a company that champions professional development and offers a hybrid work model, ensuring a balanced work-life experience.

Benefits

25 days holiday + bank holidays + your birthday off

3 duvet days per year

Vitality Healthcare

£1000 annual learning budget + development opportunities

Competitive salary

Hybrid working: 2 days in Brighton office, 3 days remote

Qualifications

• Proven ability to nurture revenue growth in existing accounts.
• Experience leading offshore and culturally diverse teams.
• Attention to detail and thorough record-keeping.

Responsibilities

• Oversee communication with SEO Services customers and coordinate with junior account managers.
• Conduct onboarding calls and meetings to ensure effective onboarding.
• Identify opportunities for expansion and upselling within your portfolio.

Skills

Customer Relationship Management

Communication Skills

Commercial Acumen

Problem Solving

Time Management

Education

Experience in Account Management

Tools

Google Workspace

CRM Software

SEO Tools

Excel

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

As a Senior Account Manager in our newly formed Local SEO Services team, you will be the primary point of contact for a diverse portfolio of customers, including marketing agencies & SMBs. You will handle all aspects of the customer relationship, from onboarding to regular reporting and contract renewal. Your goal is to ensure every customer has an exceptional experience working with BrightLocal, positioning us as a trusted partner and a driver of their business growth.

Your role will be pivotal in building strong, long-term relationships, coordinating with junior account managers, and collaborating closely with SEO managers to adapt strategies and maximize value for your customers.

You will lead and mentor a team of junior account managers, providing structured feedback and ensuring they remain motivated, perform to the highest standards, and meet KPIs.

As a natural problem-solver, you will proactively address issues and identify growth opportunities, delivering value for customers and driving business growth for BrightLocal. With a customer-centric focus, a commercial mindset, and excellent communication skills, you will thrive in this dynamic, fast-paced environment.

If you are a proactive collaborator with a passion for results and delivering exceptional service, this role is for you!

Customer Relationship Management

• Oversee and coordinate communication with an assigned portfolio of SEO Services customers (agency & SMB);
• Coordinate daily with junior account managers (Philippines-based) to ensure timely and accurate responses to customer tickets & chats;
• Proactively identify and resolve issues during campaigns;
• Maintain detailed records of client interactions, project plans, and campaign progress using tools like Planhat and Google Drive;
• Relay changes in customers' business activities or seasonal opportunities to SEO managers for strategy adaptation.

Customer Onboarding

• Conduct onboarding calls and meetings to ensure quick and complete onboarding;
• Work with clients to define clear, measurable objectives for their SEO campaigns;
• Set clear expectations about work scope and expected results;
• Ensure junior account managers correctly complete data gathering and account setup;
• Provide comprehensive handover notes to SEO managers for strategy development.

Customer Performance Reporting

• Coordinate daily with junior account managers to ensure timely delivery of monthly performance reports;
• Review reports to identify potential issues before sharing with clients;
• Conduct regular reporting calls to demonstrate value and build trust;
• Provide feedback to SEO managers to refine strategies based on customer insights.

Line Management & Leadership

• Manage the UK-based Account Managers as the team expands;
• Oversee performance management, coaching, and support for the Local SEO Account Management team (UK + Philippines);
• Maintain and improve SOPs, playbooks, and renewal processes;
• Coach account managers in commercial skills, including upselling, managing churn risks, and leading renewals;
• Act as escalation point for unresolved customer or process issues;
• Conduct bi-weekly 1-on-1s to motivate and support team members;
• Promote a collaborative team environment and embody company values.

Process Improvements

• Streamline workflows to enhance onboarding, reporting, and communication efficiency;
• Collaborate with Operations and Product teams to automate processes;
• Gather customer feedback to implement satisfaction and performance improvements.

Account & Revenue Growth

• Identify opportunities for expansion and upselling within your portfolio;
• Lead quarterly renewal processes to ensure long-term partnerships and maximize LTV;
• Create case studies and testimonials to support marketing and sales efforts.

Candidate Profile

• Deep customer-centric passion, always acting as their advocate;
• Strong commercial acumen and curiosity for business growth;
• Excellent verbal and written communication skills in English;
• Proven ability to nurture revenue growth in existing accounts;
• Attention to detail and thorough record-keeping;
• Experience leading offshore and culturally diverse teams;
• Knowledge of CRM, SEO tools, Google Workspace, and Excel;
• Effective time management and self-motivation in a fast-paced environment;
• Previous line management experience is essential.

Benefits

• Competitive salary
• Hybrid working: 2 days in Brighton office, 3 days remote
• 25 days holiday + bank holidays + your birthday off
• 3 duvet days per year
• Vitality Healthcare
• £1000 annual learning budget + development opportunities

About BrightLocal

Founded in 2009, BrightLocal is a leader in Local SEO and digital marketing, providing insights and services to brands of all sizes. We foster a welcoming, talented team that values our company culture and values. Enjoy amenities like table tennis, foosball, gaming, and good food in our central Brighton office, with excellent transport links.