Account Manager - Digital Agency

Who We Are

Urban Insight is a leading digital agency creating innovative websites and web applications for organizations that make a difference. We specialize in solving complex problems through website and web app strategy, design and development using open-source content management systems (primarily, Drupal and WordPress, and headless or composable architectures). Our clients include some of the most well-known publications and media, financial services, museums, nonprofits, universities, and cities. Urban Insight has been in business for nearly 25 years and continues to expand each year. We thrive on having a professionally rewarding environment where team members are encouraged to grow.

The Opportunity

At Urban Insight, our Account Manager is passionate about helping our clients get the most out of their investment in Urban Insight, and the investment in the technologies and projects we work on together. Urban insight strives to deliver customizable website and web app solutions that fit our clients business needs for their brand. This individual will closely align with our client’s business trajectory and strategic plans, and create opportunities for Urban Insight to assist our clients reach these new heights.. To realize this, we need the extraordinary contribution of many individuals working together as a team. We invite you to bring your best and become a member of this innovative team! A successful candidate will be not only an accomplished Customer Success and Account Management professional but also a critical and strategic thinker and of course, an exceptional team player. Therefore, it’s essential that this opportunity contributes to your career path and aligns with what Urban Insight is trying to achieve.

Key Responsibilities

• Drive and evolve Urban Insight’s Client Success strategy
• Serve as a trusted advisor to executives & key stakeholders at all clients.
• Build relationships and drive engagement with Urban Insight’s customers via onboarding, periodic business reviews, and soliciting product feedback
• Make sure there is feedback loop with clients for improvement and new opportunities when it’s needed
• Keeping clients informed of relevant technology advancements as they relate to their business.
• Identify new opportunities with current customers through new projects and account mapping
• Write contracts and Statements of Works for new business opportunities with existing clients
• Create methods and processes to reduce churn and achieve our target retention rates.
• Identify risks and develop risk mitigation plans within high-touch named accounts & take appropriate actions to manage and escalate to an efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• Ensure top customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
• Advocate for customers internally by providing continuous feedback to Urban Insight’s Sales, Marketing, Project & Development teams
• Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets

Qualifications & Requirements: 

• 5+ years experience in a post-sales Onboarding, Customer Success, or Account Management position