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Marchex: Account Coordinator


This is a Contract position in Montreal, QC posted February 17, 2021.

Job OverviewThe Account Coordinator supports a portfolio of accounts and creates meaningful value for clients through quality account performance execution, analysis, and tactical account growth.Job ImpactThe Account Coordinator role has a direct impact on client satisfaction and revenue growth for Marchex as, with most companies, the majority of revenue growth comes from an established client base.

The AC is responsible for supporting an Account Director and/or Account Manager to deliver on client success and satisfaction, growing revenue in a strategic manner and bringing the right products and services to bear against client need.

TeamAs strategic advisors to our clients, the Customer Success team helps keep our customers delighted.We help guide our clients to build a mobile call strategy using our Media and Analytics product lines, which help them increase their ROI from their call-based advertising.

As we drive more ROI for clients, they increase their budget, which increases revenue for Marchex.

In addition, we also bring back insights and client needs for our product development team to inform new product development, which in turn drives growth for Marchex and solves more client problems.

All of this means we get to be heroes to our clients Job ObjectivesHelp achieve revenue targetsSupport up-sell, cross-sell opportunitiesSupport account strategiesIdentify internal and account issuesLead day to day SOW executionOutline of Duties and ResponsibilitiesProvides clear, professional, trust-based communication with client contacts and Marchex Customer Success account leads.Acts as an effective conduit and translator of tactical performance information, and can help the account lead guide the client to take the desired actions to move the relationship forward.Owns day-to-day activities that support performance.

Owns pieces of strategic action plans, such as managing standard processes and making account adjustments and optimizations critical to ongoing success of the client.Coordinates tactical projects to completion across internal groups.Tracks and reports on business performance.Uses standard reports to assess and report on key data.Generates tactical insights and proposes next actions to reach clients’ programmatic goals.Shows aptitude to develop industry knowledge and go deeper in supporting client relationships through execution excellence.Works both independently and closely with Customer Success, Partner Managers, Onboarding, Sales Engineering and Operations to ensure timely and accurate set up of new and existing clients.Aids in troubleshooting potential bugs and report findings to the Operations and Tier 2 teams.Highlights process improvement areas to management by documenting current tasks and proposing more efficient alternatives.Assists in scoping of new product needs, such as reporting and tools.Support the vision and values of the company through role modeling and encouraging desired behaviors.Participate in various company initiatives and projects as requested.Experience, Skills and QualificationsBA/BS degree in related field or equivalent experience required.1 years account support experience.Online marketing experience strongly preferred.Data driven, with ability to understand key metrics, analyze and track performance, and make and execute on tactical business decisions.Strong skills in Excel Knowledge of SQL a plus Excellent written and oral communications skills and organizational capabilities.Must be an energetic self-starter who requires minimal hands-on supervision and has a demonstrated ability to take direction and show initiative in a high energy entrepreneurial environment.

Experience identifying problems and coming up with suggestion for a solution.Proven ability to meet deadlines and juggle multiple projects.Experience with Tableau a plusExperience working with APIs a plus