Web Account Manager

As a Web Account Manager at our custom Word Press development agency, you are the primary advocate for our clients and the strategic bridge to our technical team. Your mission is to ensure the successful delivery of high-end Word Press solutions while fostering long-term, value-driven relationships. You will manage the lifecycle of web projects from initial onboarding through post-launch support, ensuring every site meets our standards of excellence and the client's business objectives.

• Strategy & Scope Development:
  Deeply understand client business objectives (e.g., lead gen, UX improvements, brand authority) to translate them into actionable Word Press development requirements, including sitemaps and feature lists.
• Primary Point of Contact:
  Act as the face of the agency for a portfolio of clients, managing expectations and maintaining high satisfaction.
• Account Growth:
  Identify opportunities for site enhancements, performance optimizations, and recurring maintenance/care plans that provide long-term value.

• Estimating & Scoping:
  Collaborate with the Technical Project Manager to estimate hours for new projects and feature requests. You are responsible for turning technical estimates into professional, value-based proposals for the client.
• Billing & Invoicing:
  Own the billing lifecycle for your accounts. This includes triggering milestone invoices, managing recurring hosting & maintenance plans, and ensuring all out-of-scope work is captured and invoiced accurately.
• Contract & Retainer Management:
  Track retainer hour usage monthly. Proactively alert clients when they are nearing their limits and lead the conversation regarding renewals or upsells.
• Profitability Oversight:
  Monitor the "actual vs. estimated" hours on projects, responsible for initiating the "difficult conversation" and securing additional budget/change orders.

• Lifecycle Management:
  Monitor project health and progress, ensuring that custom themes and plugin integrations align strictly with the approved Scope of Work (SOW).
• Timeline Stewardship:
  Manage client-side deadlines (content delivery, feedback windows) to keep projects moving toward launch.
• Technical Liaison:
  Partner with the Technical Project Manager and Dev team to communicate client feedback, clarify constraints, and ensure the Word Press backend is intuitive for the client to use.

• The "Voice of the Client":
  Collaborate daily with the Technical Project Manager (TPM) to ensure the development team understands the intent behind a feature request, not just the ticket description.
• Translating Complexity:
  Distill high-level technical constraints (e.g., API limitations, database structures, or server requirements) into clear, non-technical explanations for the client and internal teams to ensure alignment.

• Lead personalized client training sessions. You’ll create documentation or video walkthroughs that empower the client to manage their unique Word Press build.
• Play a key coordinating role in the "Go-Live" process, managing the transition from staging to production. This includes coordinating with the client on DNS changes, third-party integrations, and performing post-launch "smoke tests" to ensure a flawless first impression for the public.

• Word Press Expertise: A strong understanding of the Word Press ecosystem, including Gutenberg, popular page builders, plugin architectures, and hosting environments (WP Engine, Kinsta, etc.).
• Communication:
  Ability to explain complex technical concepts (like API integrations or database migrations) to non-technical clients clearly and confidently.
• Strategic Thinking:
  Looking beyond the "task" to see how the website serves the client's broader marketing and sales funnel.
• Organization:
  Mastery of project management tools (Teamwork) to keep multiple custom builds on track.

• 3+ years of experience in account management or project management within a digital/web agency.
• Proven track record of managing Word Press-based web projects.
• Experience managing client expectations during the "custom" development process (where scope creep is a common risk).
• Basic understanding of SEO, web performance metrics (Core Web Vitals), and web accessibility standards.
• Comfortable working in a fast-paced environment with a high degree of autonomy.

• Client Satisfaction:
  High retention rates and positive feedback on project communication.
• Project Profitability:
  Delivering projects within the estimated hours and budget.
• Account Growth:
  Successful conversion of project-based clients into recurring maintenance or retainer agreements.