About FSE Digital
FSE Digital is a full-service digital marketing agency based in Chelmsford, working with ambitious businesses across Essex, London and the South East.
We provide SEO, PPC, website development, social media, email marketing and digital strategy, but what really matters to us is building long-term client relationships and becoming a trusted part of our clients’ businesses.
As we continue to grow, we are looking for a Client Account Manager who genuinely enjoys managing clients, building relationships and taking ownership.
This is not a role for someone who simply wants to send reports, arrange monthly calls and pass messages between clients and delivery teams.
We are looking for someone who wants to understand their clients properly, know what is happening in their businesses, spot opportunities, solve problems and make sure things get done.
Your Mission
You will manage a portfolio of approximately 15–20 clients and act as their main point of contact.
Your job is simple to describe, although not always simple to do:
Make our clients want to stay with FSE.
We want our clients to feel that:
· You understand their business.
· You care about their results.
· You know what is happening across their account.
· You bring ideas to them rather than waiting to be asked.
· You take ownership when something needs sorting.
· They can trust you to get things done.
You will work closely with specialists across SEO, PPC, websites, social media, email marketing and wider digital strategy.
Our specialists own technical delivery.
You own the client relationship.
What You Will Be Doing
· Managing a portfolio of approximately 15–20 clients.
· Building strong, long-term client relationships.
· Acting as the main point of contact for your clients.
· Leading regular client meetings and performance conversations.
· Developing a strong understanding of each client’s business, goals, customers and commercial priorities.
· Reviewing client performance before meetings and understanding the key numbers.
· Explaining digital marketing activity and performance in clear, straightforward language.
· Coordinating with our internal SEO, PPC, web, social and other specialists.
· Following up on actions and making sure agreed work happens.
· Identifying issues before they become complaints.
· Handling difficult client conversations professionally and confidently.
· Bringing proactive ideas and recommendations to clients.
· Identifying genuine opportunities where additional FSE services could help a client.
· Supporting client retention, referrals, cross-selling and account growth.
· Keeping client records, actions and communication accurate and up to date.
The Person We Are Looking For
You will probably be someone who genuinely enjoys working with people.
You build relationships naturally, ask good questions and are interested in how different businesses work.
You are also someone who takes ownership.
If something needs sorting, your instinct is to deal with it rather than simply pass it to somebody else.
You should be:
· Confident speaking with clients on the phone and in person.
· A strong communicator.
· Naturally curious.
· Commercially aware.
· Organised.
· Proactive.
· Comfortable managing several priorities at once.
· Confident dealing with problems and difficult conversations.
· Good at following things through.
· Comfortable working with specialists who may know more technically than you do.
· Interested in helping clients grow rather than simply completing account management tasks.
Essential Experience
This is not an entry-level client management position.
To be considered, you should have:
· At least 3 years’ experience in account management, client services, customer success or another role where you personally owned ongoing client or customer relationships.
· Experience managing a portfolio of clients or customers simultaneously.
· Experience leading client or customer meetings.
· Experience communicating directly with business owners, senior managers or other decision-makers.
· Experience handling difficult client conversations or resolving client issues.
· Evidence of building strong, long-term client relationships.
· Strong written and verbal communication skills.
· Strong organisation and follow-through.
Desirable Experience
Experience in any of the following would be particularly useful:
· Digital marketing agencies.
· Marketing, media or creative agencies.
· SEO.
· PPC.
· Social media.
· Email marketing.
· SaaS or customer success.
· Working with SMEs and owner-managed businesses.
· Client retention.
· Cross-selling or upselling services.
Digital marketing experience is valuable, but it is not the only thing we are looking for.
We would choose an exceptional relationship manager with strong commercial instincts over a technically brilliant marketer who does not genuinely enjoy managing clients.
Salary
The salary range for this role is £30,000–£42,500 per year, depending on experience and demonstrable track record.
Candidates at the higher end of the salary range will be expected to demonstrate extensive and quantifiable experience, rather than simply a greater number of years in a similar role.
This may include clear evidence of:
· Managing significant or complex client portfolios.
· Strong client retention.
· Growing or developing existing accounts.
· Delivering measurable cross-sell or upsell results.
· Managing high-value client relationships.
· Recovering or retaining at-risk accounts.
· Consistently strong client satisfaction.
· Working confidently with senior decision-makers.
· Taking significant ownership and operating with limited supervision.
We will ask candidates seeking the upper end of the salary range to provide specific examples and results during the recruitment process.
This Role Probably Isn’t For You If…
· You prefer email because you do not particularly enjoy speaking to clients.
· You need regular reminders to follow things up.
· You wait for clients to raise problems before investigating them.
· You dislike difficult conversations.
· You see account management mainly as reports, meetings and administration.
· You struggle to manage competing priorities.
· You need detailed instructions before taking action.
· You are not naturally curious about your clients’ businesses.
· You prefer to pass problems to other departments rather than take ownership of getting them resolved.
What Success Looks Like
Within your first six months, we would expect you to:
· Build strong relationships with your client portfolio.
· Understand each client’s business and commercial priorities.
· Lead client meetings confidently.
· Maintain regular proactive communication.
· Identify potential risks early.
· Bring useful recommendations and ideas to clients.
· Work effectively with FSE’s specialist teams.
· Keep communication and actions organised and accurate.
· Contribute to strong client retention.
· Identify genuine opportunities to help clients with additional services.
· Become someone our clients trust and our internal team can rely on.
What We Offer
· Salary of £30,000–£42,500 per year.
· Commission scheme.
· Bonus scheme.
· 30 days’ holiday.
· Your birthday off.
· Full pension scheme.
· Friday finish at 4:00 pm.
· Company trips away.
· Christmas events and celebrations.
· Training and development opportunities.
· The opportunity to work with a wide range of ambitious businesses.
· A supportive and established team.
· The opportunity to take real ownership of client relationships and account development.
How to Apply
We’re interested in more than your CV.
Please submit your CV together with short answers to the prequalification questions.
Before answering the questions, start your application with the words:
“Relationships matter.”
We read applications carefully, so please follow the instructions above.
Applications that do not follow the application instructions may not progress to the next stage.
Pay: £30,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Referral programme
Application question(s):
- Tell us about the strongest client or customer relationship you have built professionally.
What did you personally do that made the relationship successful?
(150 words max)
- A long-standing client sends you this message:
“I’m starting to question whether we’re getting enough value at the moment. Can we have a chat?”
Talk us through what you would do next.
Maximum 150 words.
- What do you genuinely enjoy most about managing clients?
Please include the word “proactive” somewhere in your answer.
Maximum 100 words.
Work Location: In person
