Account Manager

Olly Olly•Charlotte, NC

4d•Hybrid

About The Position

Olly Olly is transitioning from an agency to a SaaS-first company, combining software, human expertise, AI, and automation to help small businesses grow. The Account Manager builds and maintains strong client relationships, serving as the primary contact, strategic growth partner, and trusted advisor for a portfolio of 150–175 small business clients. The role focuses on product adoption and engagement, client retention, and growth through consultative digital advertising sales, particularly Google Ads, Local Services Ads, and PPC. The Account Manager provides ongoing support primarily by phone, including up to 25 intentional outbound calls per day and monthly client check-ins. They monitor client platform usage and marketing performance, identify retention risks and growth opportunities, communicate advertising results in terms of business value, and coordinate with SEO, Paid Media, and Product teams to resolve issues and improve integrated marketing strategies. This is a hybrid role with a Monday–Friday, 8 AM–5 PM EST schedule.

Requirements

Proven experience cultivating and nurturing client relationships in high-volume, customer-centric account management or customer success roles within an agency or software environment.
Ability to advocate for technology, drive software adoption, and explain digital workflows to non-technical small business owners.
Commercial acumen and prior upselling or consultative sales experience, including the ability to identify client needs and pitch digital advertising solutions such as Google Ads, PPC, and LSA.
Conceptual understanding of digital marketing, search engine visibility, and evolving digital trends, with a willingness to continuously learn.
Strong oral and written communication skills, including active listening, empathy, and the ability to translate marketing terminology into actionable business insights.
Adaptability, critical thinking, organizational skills, and time-management skills to manage a large client portfolio and changing priorities.
CRM proficiency, such as HubSpot, to track client interactions, manage pipelines, and maintain accurate records.
Passion for entrepreneurship and understanding of the challenges and opportunities faced by local small business owners.

Responsibilities

Manage a portfolio of 150–175 small business clients as their primary point of contact, strategic growth partner, and trusted advisor.
Promote a SaaS-first approach by driving product adoption, providing software training, and encouraging consistent platform use.
Identify opportunities to upsell and cross-sell digital solutions, particularly Google Ads campaigns, including Local Services Ads and PPC.
Monitor client platform usage, login frequency, product engagement, and performance metrics to identify churn risks and implement retention initiatives.
Provide customer support primarily by phone, including up to 25 value-driven outbound calls per day.
Stay informed about digital marketing trends, platform updates, and competitive conditions to provide consultative guidance to clients.
Conduct monthly client check-ins, gather feedback, address account challenges, and explain advertising results in terms of ROI and business value.
Collaborate with SEO, Paid Media Specialists, Product Teams, and other technical teams to resolve client issues and optimize marketing strategies.