Sr. Account Manager

Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company’s mission to delight merchants and customers through innovation, optimism, and teamwork.

As a Senior Account Manager, you will strategically oversee and grow client programs, ensuring exceptional performance and strong relationships. This role involves mentoring junior team members, developing execution plans, and acting as a subject matter expert for Rakuten Marketing's proprietary systems. You will proactively drive revenue growth, target 100% client retention, and actively participate in new business development. The position requires a solution-oriented approach, strong communication, and the ability to independently manage complex client needs.

Ultimately, you'll be responsible for the overall success and satisfaction of your client portfolio while contributing to team and company-wide initiatives. In this role, you will be responsible for relationship management with an assigned portfolio of clients, serving as a client liaison throughout the delivery of client service engagements or outsourced solutions.

Key Responsibilities

• Assess the overall health and effectiveness of client relationships, identifying key areas for improvement and optimization.
• Define strategies for managing client accounts and engagement processes, ensuring alignment with organizational objectives and best practices.
• Develop more complex client solutions and plans to address unique needs, delivering measurable results that enhance satisfaction and retention.
• Conduct more complex client data analyses to uncover insights, drive actionable recommendations, and inform decision-making.
• Implement processes to standardize and enhance client management workflows, improving efficiency and consistency across the team.
• Confer with cross-functional teams and stakeholders to address client concerns, foster collaboration, and ensure the delivery of seamless services.
• Improve client engagement metrics by introducing innovative strategies and leveraging data-driven approaches to optimize outcomes.
• Coach less experienced team members, providing mentorship and guidance to enhance their skills and effectiveness in managing client relationships.
• Help establish and implement department-wide initiatives to elevate client satisfaction, contributing to the achievement of organizational goals.

Client Management

• Oversee account programs by developing and strategizing execution plan for clients.
• Manage in a timely and satisfactory manner.
• Support your senior lead on team execution plan around the roles and responsibilities for each client.
• Manage and monitor the overall health of the program by leading weekly internal meetings with client team members.
• Generate efficiencies to ensure smooth running of the accounts, including supporting the team with prioritizations.
• Build strong relationships at all levels of the client organization to ensure positive overall experience with Rakuten Advertising.
• Demonstrate a firm understanding of client goals and strategy.
• Be proactive with setting, meeting and exceeding aggressive revenue goals for your clients.
• Manage client relationships and serve as primary interface to organization; gather and manage necessary client input and approvals.
• Review program performance with client and work closely to set realistic and strategic goals.

Qualifications

• 6+ years of digital marketing experience including client service (agency, client or consulting).
• BA degree in a Marketing field preferred.
• Competent in Microsoft Office programmes - particularly Excel (intermediate) and PowerPoint.
• Experience in strong client relationships, reinforced by building trust, advising and upselling.
• Strong customer services skills: Negotiation, diplomacy, able to translate client requirements into technical specifications.
• Excellent written and verbal communication.
• Fluent in English.

Minimum Requirements

• 5-7 years relevant work experience Required.
• 8-11 years Preferred.
• Bachelor's Degree Required.
• Master's Degree Preferred.

Five Principles for Success

• Always improve, Always Advance - Only be satisfied with complete success - Kaizen.
• Passionately Professional - Take an uncompromising approach to your work and be determined to be the best.
• Hypothesize - Practice - Validate – Shikumika - Use the Rakuten Cycle to succeed in unknown territory.
• Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile.
• Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team.