Senior Account Manager

About the Role

As a Senior Account Manager at Swanky, you will be pivotal in fostering and maintaining strategic relationships with our high-value clients. Your role involves understanding clients' eCommerce objectives and aligning Swanky's services to drive measurable growth. Acting as the primary liaison, you will ensure seamless communication between clients and our internal teams, overseeing the delivery of technical projects to meet timelines and expectations. Staying abreast of Shopify updates and eCommerce trends, you will provide proactive, tailored recommendations to enhance client success. Additionally, you will identify and pursue opportunities for account growth through upselling and cross-selling initiatives, contributing to Swanky's operational excellence and client satisfaction.

Key Responsibilities

Client Relationship Management:

• Develop and nurture long-term, strategic relationships with high-value clients, aligning Swanky’s services with their eCommerce goals to maximise growth.
• Serve as a trusted advisor, offering guidance on eCommerce strategy, technical solutions, and best practices tailored to each client’s needs.
• Identify and pursue growth opportunities within accounts, leading proactive upsell and cross-sell initiatives to add value.

Strategic Support & Consultation:

• Act as the primary liaison between clients and Swanky’s internal teams, ensuring project expectations are clear and aligned with client objectives.
• Collaborate with clients to create customised growth strategies that drive measurable results, coordinating with cross-functional teams to facilitate seamless execution.
• Stay informed on Shopify updates, eCommerce trends, and industry developments, using this knowledge to provide proactive recommendations and insights.

Project Management:

• Oversee the execution of technical projects within retained accounts, ensuring timely delivery and alignment with client expectations.
• Lead project coordination, working closely with developers, designers, and team members to keep projects on track and within scope.
• Proactively monitor project progress, identifying and addressing potential risks or issues before they escalate.

Collaboration & Communication:

• Foster cross-functional collaboration to ensure cohesive and efficient service delivery.
• Seek operational excellence and add value to our account delivery function by identifying areas for improvement and implementing clear processes.
• Communicate effectively with both internal teams and clients, addressing concerns, celebrating wins, and driving engagement.
• Provide clear and actionable feedback to clients and team members, maintaining high standards of transparency and service.

What We Offer:

• Salary Competitive DOE
• 30 days holiday per year inclusive of bank holidays, plus 1 additional day per full year served, capped at 5
• Flexible working hours during the day
• Beautiful Exeter-based offices for those based in the South-West of the UK (but this can be a fully remote role for the right candidate)
• Employee Assistance Programme with 24/7 access to services
• Free unlimited tea, hot chocolate, coffee and healthy snack bar (in the office)
• MacBook Pro (or your preferred choice of tech) 
• Working with dynamic, creative and growing clients on fun, challenging and often high-profile projects
• Opportunity for occasional travel to client meetings and conferences
• Be part of an inspiring, growing, highly collaborative and ambitious team, with opportunities to progress 
• Regular company socials and events