Account Manager

Title: Account Manager

Company: Mamba Marketing

Location: Cwmbrân, Wales, United Kingdom

Account Manager

Location: NP44 3AB
| Full-time in Office

Department: Client Services

Reports to: Head of Services

Level: Senior

Join One of the UK's Fastest Growing Performance Marketing Agencies!

Mamba Marketing is a dynamic and innovative marketing services provider, committed to helping businesses grow through cutting-edge marketing strategies.

About the Role

We're looking for an experienced Account Manager to join our Client Services team and take ownership of a portfolio of clients from onboarding through to long-term retention and growth.

This is a relationship-led, commercially focused role. You'll be responsible for making sure clients receive a consistently high level of service, understand the value we provide, and have a clear reason to continue working with us.

You'll manage a portfolio of approximately 20-25 clients, acting as their main point of contact and working closely with our internal teams to ensure accounts are set up correctly, managed effectively and continually developed.

A key part of the role will be identifying opportunities to grow existing client accounts. You won't be responsible for closing those opportunities yourself; your role is to understand the client, spot the opportunity and pass qualified opportunities to our Sales team to progress.

Key Responsibilities

Client Management & Retention

• Own a portfolio of approximately 20-25 clients
• Build strong, trusted relationships with clients and become a genuine partner to their business
• Maintain regular communication and ensure clients are receiving the level of service expected
• Proactively identify and address potential issues before they become retention risks
• Understand each client's objectives, challenges and commercial priorities
• Take ownership of client satisfaction and retention throughout the relationship
• Manage difficult conversations and resolve issues professionally and confidently
• Understand when additional internal support or escalation is required

Onboarding & Account Setup

• Take ownership of the client journey from initial handover through to successful onboarding
• Ensure all relevant information, expectations and requirements are clearly understood
• Coordinate with internal teams to ensure accounts are set up correctly and ready to launch
• Set clear expectations around communication, deliverables and ongoing account management
• Ensure the transition from onboarding into ongoing account management is seamless

Account Development & Upsell Opportunities

• Develop a strong understanding of each client's business and identify opportunities where Mamba can provide additional value
• Proactively identify potential upsell, cross-sell and service expansion opportunities
• Understand the commercial opportunity rather than simply waiting for clients to ask for more
• Qualify opportunities and pass them to the Sales team with the relevant context
• Work collaboratively with Sales to support opportunities through to completion where appropriate
• Maintain awareness of the wider services Mamba offers and how they could benefit existing clients

Internal Account Management

• Work closely with Paid Media, Social, Email, Creative and other internal teams to ensure clients receive a joined-up service
• Ensure client feedback and requirements are communicated clearly internally
• Challenge internal teams where necessary to ensure the client's needs are being met
• Maintain strong knowledge of client performance, activity and current priorities
• Ensure actions and commitments are followed through

What Success Looks Like

This isn't a role built around hitting a long list of traditional Account Manager KPIs.

Success means:

• C…