Account Manager

Who We Are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

The Online Marketing Account Management Team uses customer service and online marketing best practices to communicate the online marketing and website strategy, tasks, and performance to the customer. The Account Manager II is responsible for a portfolio of customer accounts within the company product suite, and is accountable for the retention, customer satisfaction, and growth of this portfolio. The Account Manager II will work close with specialist performing the customer’s work to ensure the campaign is in line with the customer expectations and goals. The Account Manager II will hold regular phone calls with the customers, will respond to customer email communication, and ensure the customer’s campaign and performance stays on track.

This team member is a highly customer-focused, passionate individual that ensures positive customer experiences with every customer contact. The Account Manager II role emphasizes accountability and ownership of their customer portfolio and aims to provide exceptional customer experiences.

Location M - F

• Remote Nova Scotia
  
  
  

What you’ll do & how you’ll make your mark:

• Establishes self with strong online marketing expertise and continually learns/expands online marketing knowledge and knowledge of company product suite
• Acts as the point of contact for customers within the company Professional Services product suite, with a primary focus on online marketing and website services
• Exhibits strong, polished customer communication via regular phone and email communication with customers
• Builds strong, long-term customer relationships and maintains regular contact with customers
• Communicates website and digital marketing campaign strategies, updates, and performance data to your assigned customers, ensuring the customer understands the next steps, direction, and performance
• Analyzes online marketing campaign performance and discusses recommendations/next steps with the customer
• Creates web performance reporting as required for customers
• Properly documents all client interactions
• Exhibits strong ownership and accountability of customer calls – treat the customer experience as your own from start to finish and communicate customer needs to appropriate department leaders.
• Resolves customer issues effectively by applying active listening skills, strong empathy, and the ability to quickly identify the root cause of the customer's issues
• Acts as the voice of the customer –communicates customer feedback, opportunities and trends to appropriate department leaders communicate
• Sets appropriate customer performance expectations and promote value of product/services
• When appropriate, recommends upsell and cross-sell product suggestions that can benefit the customer’s web presence
• Act as a team mentor to assist in training and development for other members of the team.
• Act as a subject matter expert to assist in team workshops, training, and projects to increase overall team expertise.
  
  
  

Who you are & what you’ll need to succeed:

• Excellent verbal and written communication
• Demonstrate behaviors aligned with company core values
• Must demonstrate at least 2 years in professional role(s). Professional experience should include experience working and interacting directly with other people/customers
• Must demonstrate examples of strong communication and people skills
• Experience in being self-motivated and having effective decision-making skills is required
• Experience in multi-tasking and being well-organized is required
• Must be proficient in MS Office Suite (Word, Excel, Power Point, etc)
• Prior online marketing experience recommended, but not required.
• Deliver and maintain expected productivity and quality standards within expected time frames Requirements:
• Strong passion for customer service and solving customer questions, along with customer centric attitude
• Ability to fully work escalations, de-escalate customers, and retain them with minimal Supervisor input
• Shows aptitude and behavior needed for Account Manager II role – including:
• High degree of accountability
• Strong personal organization
• Excellent communication skills
• Positive collaboration with other team members
• Demonstrates creative thinking and problem-solving techniques
• Strong desire for continuous learning
  

Why you’ll love us.

• We’ve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work-from-home, hybrid or work-from-the-office environment.
• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion.
• We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!
  
  
  

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.