The Senior Account Manager is a key role ensuring that Grapeshot’s EMEA clients are given excellent client support and that troubleshooting and technical issues.
This role will liaise closely with the Technical Services and Integration departments acting as their local Senior Account Manager backup and knowledge base. Documenting new issues / procedures as they arise to share knowledge within the AM teams and the wider business.
The Senior Account Manager will also support the EMEA Sales team with their Agency and Platform requirements.
Resolving calls/meeting request sessions and provide the solution to the customer.
Working with clients to build contextual strategies for advertiser campaigns for our programmatic clients
Being able to execute Grapeshot UI client/agency facing and deliver the core principles of Grapeshot (demonstrate the UI)
Upsell initiatives across your given portfolio of accounts
Monitor client campaigns and make optimisation suggestions to maximise their performance
Resolve and troubleshoot any technical issues, liaising with Grapeshot technical team and Partner platform support
Maintain client details in Salesforce (Grapeshot sales CRM platform)
Create new client zones, add new users and other basic admin for Grapeshot systems
Maintain the integrity of the customer zones by performing regular contextual segment audits and clean-up
Generate client and platform reports, analyse and present findings to sales and the rest of the AM team
Manage the Client Services email inbox, dealing with client requests and distributing to the right Grapeshot personnel
Monitor inbox, support in building brand safety, custom positive or negative strategies
Taking ownership of a technical query from initial contact through to successful resolution.
Ensure a quality service to the business, meeting the requirement to set up, modify and delete customer configurations as demanded
Knowledge, Skills and Experience Needed
In depth knowledge of the Online Advertising ecosystem as well as the programmatic landscape
A thorough, structured and rigorous approach to problem-solving.
Ability to deal with customers and staff at a technical as well as a non-technical level.
Excellent client relationships
Excellent debugging skills.
Working knowledge of APIs.
Good interpersonal skills.
Analytical, Excel and Powerpoint skills
Strong learning skills.