Client Account Manager Remote
Job description
Trade Growth Systems Client Account Manager Position
Introduction
We’re looking for two Account Manager's to join our small team in a rapidly growing lead generation company. The number one goal of the new team members will be to maintain and strengthen our client relationships - to make sure clients get quick replies, the results they pay for and ultimately renew month after month after month.
Company Description
Trade Growth Systems is an online performance lead generation agency that provides more than just leads. We pride ourselves on, firstly, the results we generate for our clients, but also the factors that set us apart from most other UK agencies… our communication, our speed to results and how much we genuinely care about our clients.
We currently work with over 40 local trade companies across the UK, serving 10+ industries including roofers, exterior cleaners and insulation companies. Depending on a few factors, we help them add an additional £10k-£150k to their monthly revenue.
Our goals are, not only to generate revenue for our clients through our leads & systems, but also to support them along the way in private WhatsApp Group Chats where we provide a proactive problem solving approach, consulting services and resources to help them improve, grow & scale.
We're able to grow at about 10 clients per month, when we have the right team members in place, so the environment can be fast paced and high energy. Natural stresses come in said environments but we know this is what required to hit our goals and achieve what we're setting out to do (more on this later).
We view ourselves as more than just a lead generation company. We actively partner with our clients to help them hit their growth goals by getting in the trenches with them, holding their hand through lows and cheering them on through the highs… and this is where you come in.
We truly believe there isn’t a more rewarding position on the market available for a person who deeply cares about helping others, wants to excel in a small team environment and wants to make a genuine impact in other people's lives.
Our Clients
Our clients are obviously the most important part of the business. It’s essential that our new Account Manager is able to quickly make a connection with our clients as communication is the key element in the performance of their accounts. Here is an insight into what they’re like:
Speaking respectfully, due to the nature of the businesses we work with, and their low barriers to entry, many of our clients come from uneducated, self-made backgrounds, so you will often need to exercise patience in conversations, and to come up with simple ways to explain complex issues, so that the client gains full understanding and clarity about what message you want them to hear, in order for them to get results.
A strong grasp of the English language is important as there are many ways to say the same thing, with different words having slightly different effects on tone, confidence and true understanding, for example, resulting in just one or two ways out of sixteen that will actually give the correct understanding and ultimate desired outcome.
We also sometimes work with hotheaded, impulsive, or emotional characters/egos, so being able to handle, guide, and control this diverse range of often challenging situations & conversations is very important. This is a results game too, and results occasionally aren't 10/10. Wit, emotional intelligence and an ability to 'read between the lines' is essential.
Overall, they are highly ambitious people, who view the world slightly differently and strive for a better life, so the conversations can be wildly rewarding and inspiring.
What we’re looking for
There’s two sides to what we’re looking for, the client relationship side and the internal team member side.
On the client relationship side of things, we’re looking for someone who genuinely cares about the success of others. We are looking for someone who’s positive outlook can be put to good use to cheer clients on and motivate them. With the nature of the relationships we have with our clients, coupled with our growth goals… someone with good organisational, time management and self starting skills is necessary.
Internally, we’re looking for someone who isn’t afraid of a small team environment. This means there's a huge opportunity to stand out, be a leader and enjoy all the benefits associated with that, but equally there’s no hiding when things go wrong - and that’s okay… things are always going to go wrong at some point, that’s normal. What we want is someone who can handle those situations, who takes constructive feedback well when necessary, who strives for full ownership & responsibility, and who actively makes a plan to stop issues happening again, rather than letting their ego get in the way.
Someone with a positive, can-do outlook on life, combined with a drive to constantly improve and grow, will slot in very well.
Buying into our vision is also important, we want someone to join us on this journey of impacting other businesses, whilst growing ours in the process.
General Responsibilities
- Reply to client messages quickly throughout the day, seeing all conversations out (where possible) before you log off.
- Hunt down client problems so we can help or fix them to get them back on track.
- Client onboarding calls to build that initial relationship, get the tech setup, set the tone, explain everything, handle questions, collect details for the fulfilment team and frame the new client on what to expect + how to maximise results when working with them.
- Jump on ad hoc calls with clients to help them quickly move past small issues or handle questions.
- Chase failed payments both to us and advertising platforms.
- Join our daily team meetings at 9am.
- Respond to internal communications within 5 mins during business hours (unless unavailable) - we value speed.
- Notify clients when tweaks are being made.
- Problem solving issues with clients through text, or call, diagnosis sessions.
- Reporting client issues to the rest of the fulfilment team.
- Assessing & reviewing your position, our systems and general best practices to make sure we’re always being as efficient and effective as possible.
- General admin tasks.
- Making sure all client deadlines are met or appropriate pathways are in place otherwise.
- Plus whatever else the role naturally evolves into over time - to make it as impactful as possible for our clients and the business as whole.
- The ultimate, no. 1 priority... making sure clients get the results they paid for so they stick around.
Our Company Goals Over The Next 12-24 Months
- Above 95% client retention rate
- Grow to 100+ clients
- Achieve & maintain £100K in monthly revenue
What we’re not looking for
- Someone just coming in for a career hop - this will be a huge piece for a CV, we understand that with the goals of the business and what you can help us achieve with clients, but we’re looking for someone to come in for the long term, who gets bought into the project & into the team.
- Someone who hides and doesn’t follow through on their word.
- Someone who is afraid of hunting down uncomfortable situations with clients to resolve them and get their account back on track.
- Someone who needs constant poking and motivation.
- Limiting beliefs about what’s possible in business.
- Egos and selfishness.
- Lazy, can't do mentality.
Experience/Skills/Qualifications
Key Skills
- Proactive, self starting, driven mentality
- High written and spoken communication skills
- Great people management ability
- Strong positive energy
Qualifications Required:
- English & Maths GCSE (or equivalent) A*-B
Preferable but not crucial extras:
- 2+ Years in Client Success/Account Management
- Run your own business successfully
- Heavily into personal development
- Understand/worked-in the trade industry
- Infectious energy
Location/Working Hours
- Remote position.
- Work from anywhere that enables you to operate in a quiet, focussed environment where you can take ad hoc client/team calls without unprofessional background noise.
- UK Business Hours: 9am-5:30pm.
- Will be required to work late occasionally to onboard new clients. Our clients are often busy during the day so occasionally you will be asked to stay late to accommodate a client.
What We Bring To The Table
- Company milestone retreats.
- Necessary training(s) bought and paid for on an ad hoc basis to develop you as a team member, a leader and a person.
- Unlimited paid holiday.
- Ad hoc bonuses for commitment to the project and effort levels.
- Young, ambitious work environment.
- Remote work. Work from home or work from Bali, we don’t mind.
- Small team so opportunity to stand out, make a direct impact and become a important figure within the business.
- Genuinely rewarding job where you can impact the lives of everyday business owners, their teams and their families.
- A personal-development focussed work environment.
The Future
We’re very much still in our startup phase. Things are still messy, rough round the edges and need refining as a team. We’re also a small team of 5 currently but growing quickly.
As a result of the aforementioned points, there's a real opportunity for the right candidate to step into the fold, be a leader, grab it by the horns and quickly become the star we’ve been looking for.
If you have that great mix of resourcefulness, leadership, talent and work ethic, there will be an opportunity for us to build a department under you - promotion opportunity.
For the right operationally savvy person, with excellent leadership qualities, there will also be an opportunity to step into a senior position/C-level position in the next 12-24 months - promotion opportunity.
Furthermore, again for the right person, there will be pay increases for improving the role, owning the environment and becoming a core & relied upon team member - promotion/pay-rise opportunity.
Final thoughts
Although a lot of what we’ve written here is exciting… and positive… and honestly very rewarding... the people who excel best in this role will be characters who understand the need of carrying out the basics, doing the boring work consistently whilst bringing good, positive, egoless energy to the table. Everything we do here, at Trade Growth Systems, is about growth, whether that’s our clients, our business or as individuals...
So if this is sounding like you, we’d love to invite you into the fold and help us on this journey of all growing together.
Hiring Process
So, you like what you’ve read… what next?
The hiring process is as follows:
First, we’d love to read your CV. There will be bonus points if you include a covering letter on why you would be a great fit for our company and this role.
If that checks out, we’ll ask you to answer some short written questions to see your written English ability and the way you communicate via text.
Once we’ve reviewed those, the next stage would be to conduct a quick solo video interview. We send over a portal where you will answer some question prompts about the role, recorded on video. You will have a short amount of thinking time after seeing the question before the recording starts.
If we like your video answers, we’d love to invite you for an interview with the owner to see if you’d be a great fit for the team.
If you receive an offer at that point, we’d love to get the onboarding process started as soon as possible.
Onboarding process
The first 3 months you will be working closely alongside the owner to refine best practices and make sure we get up to winning ways the right way - we’re not looking for speed here, we’re looking to fail forward and make sure we iron out kinks correctly.
We have a training programme to turn good candidates to great candidates, are ready to handle lots of questions along the way and want to support you as best as possible.
The first few months may feel slow, but we’re looking to do things correctly first before speeding up. You have to go slow to go fast!
If you have any questions, please don’t hesitate to reach out. We look forward to meeting you!
Job Type: Full-time
Salary: £30,000.00 per year
Benefits:
- Company events
- Sick pay
- Unlimited paid holidays
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Performance bonus
Work Location: Remote
Reference ID: Junior Account Manager at Trade Growth Systems
