Account Manager

Location: Remote

Reporting to: Client Partners Team Lead

Who We Are

Massive Rocket is a high-growth Braze & Snowflake agency that has made significant strides in connecting digital marketing teams with product and engineering units. Founded just 5 years ago, we have experienced swift growth and are now at a crucial juncture, aspiring to reach $100M in revenue. Our focus is on delivering human experiences at scale, leveraging the latest in web, mobile, cloud, data, and AI technologies. We pride ourselves on innovation and the delivery of cutting-edge digital solutions.

Every role at Massive Rocket is Entrepreneurial - Successful people at Massive Rocket will not only think about their role but understand the roles around them, their goals and contribute to the success and growth of their team, customers and partners.

What We Offer

🚀 Fast-moving environment – you will never stop learning and growing

❤️ Supportive and positive work culture with an emphasis on our values

🌍 International presence – work with team members in Europe, the US, and around the globe

🪐 100% remote forever

🌴 Flexible Vacation Policy

🧗🏼‍♂️ Career progression paths and opportunities for promotion/advancement

🍕 Organised team events and outings

What we’re looking for

We are looking for an experienced Account Manager to join our growing team here at Massive Rocket. The Account Manager will develop and nurture trusted client relationships and grow revenues from existing clients whilst balancing new business efforts. 

The Account Manager will be will be the voice of the customer and own end-to-end responsibility for Profitability, Client Engagement and CSat, Growth and Operational Delivery with existing accounts and will also play an active role in business development activities.

The Account Manager (jointly with the Practice Leads) will demonstrate strong industry POV and subject matter expertise with knowledge in Customer Engagement Strategy & Best Practice, CRM platform migration and execution, Data Architecture and Martech - CDP,CEP, Marketing Cloud. 

The Account Manager will be adept at consultative solution-selling, providing solutions to complex client issues that drive mutually positive business outcomes in the customer experience domain. 

The Account Manager will be experienced in Account Management and familiar with Project Management principles with the ability to actively engage and collaborate with team members to cater to client’s specific business needs. A team player who is confident to take the initiative, assertive in challenging the status quo, yet respectful and can drive things forward, working at pace.

Responsibilities

Driving Revenue Growth & Success on existing clients

• End-to-end responsibility for the success and growth of the engagement and account starting from initial meetings and proposal creation to account delivery and growth. 

• Determine the strategic direction and tone for all client accounts.

• Developing growth roadmap and managing end to end commercial retention, renewal and expansion of all client accounts.

• Establishing and maintaining the client relationship standard of excellence for the agency.

• Managing senior client expectations, increasing client satisfaction and engagement.

• Ensuring all projects are delivered as per client scope and budgets; proactively managing client expectations in case of delays and flagging risks and mitigations periodically

• Acting as a point of escalation to address client feedback and propose appropriate solutions

• Working with the delivery team to ensure projects are appropriately staffed and profitable.

• Coaching and supporting the team to continuously improve the quality of the strategy and delivery on the client’s business, adding value at every touchpoint

• Managing tracking and reporting of performance to uphold team accountability and promote quality of service.

Leading New Business

• Identifying and qualifying new business opportunities, building immediate confidence and trust with new prospects

• Crafting Pitch presentations, Commercial Proposals & Pricing with the support of the delivery team

• Developing strategic roadmaps and scoping new business projects with the support of the delivery team 

• Leading negotiations and closing contracts and Scope of Work with Client Procurement Teams

• Onboarding new clients, ensuring successful transition from Sales to Delivery

Experience

• 10+ years experience in a client facing role

• Technical Engineering or Technical Marketing Background

• Experience and expertise in at least 4 of the following areas

◦ Consulting / Business Analyst

◦ Customer Engagement/Customer Experience Strategy

◦ CRM

◦ MarTech - CDP, CEP, Marketing Cloud, 

◦ Customer Data Management

◦ Data Architecture/ Data Warehouse

◦ Data Analytics/ Measurement/Reporting

• Experience managing multiple complex projects

During the process, please be ready to provide:

• Valid work visa - Massive Rocket does not provide sponsorship at the moment.

• Proof of identification: ID card, passport, Utility bill (Gas, Water, Electricity)

• 2 references - Name, Relationship, Contact details (Email, Mobile)

• Contractors Only: proof of incorporation and insurance

Note: Please ensure that your qualifications closely match the criteria outlined in the job description. Applications not meeting the specified criteria may not be processed or considered for this position.