Account Manager

Olly Olly•Charlotte, NC

6d•Hybrid

About The Position

Olly Olly is transitioning from an agency to a SaaS-first company, combining technology, AI, automation, and hands-on expertise to help small businesses grow. The Account Manager manages a portfolio of 150–175 small business clients as their primary point of contact, strategic growth partner, and trusted advisor. The role promotes software adoption and consistent platform use, supports client retention, and identifies opportunities to expand client engagement through digital advertising solutions, especially Google Ads, Local Services Ads (LSA), and pay-per-click (PPC). Client support is primarily delivered by phone, with up to 25 intentional outbound calls per day and monthly check-ins. The Account Manager also works with technical teams to resolve issues and improve integrated marketing strategies.

Requirements

Proven experience cultivating and nurturing client relationships in a high-volume, customer-centric account management or customer success role 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 upselling or consultative sales experience, including identifying client needs and presenting digital advertising solutions such as Google Ads, PPC, and LSA.
Conceptual understanding of digital marketing, search engine visibility, and changing digital trends, with willingness to continue learning.
Strong oral and written communication skills, including active listening, empathy, and the ability to translate marketing terminology into actionable business insights.
Adaptability, critical thinking, organization, and time-management skills to manage a large client portfolio and changing priorities.
CRM proficiency, such as HubSpot, to track 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 product adoption, software training, and consistent platform use to build client loyalty and retention.
Identify upsell and cross-sell opportunities for digital solutions, particularly Google Ads campaigns, including Local Services Ads and PPC.
Monitor 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 developments, and provide consultative insights to clients.
Conduct monthly client check-ins, gather feedback, address account challenges, and explain advertising results in terms of business value and ROI.
Collaborate with SEO, Paid Media, and Product teams to resolve client issues and optimize integrated marketing strategies.