Website Account Manager
Contractor Growth Network · Charlotte, North Carolina, United States
FULL TIMEpermanent
Job Description
Website Account ManagerLocation: Charlotte, NC (Hybrid)Employment Type: Full-TimeCompensation: Starting at $80,000 - 90,000 annually + performance pay
Check out the role overview below If you are confident you have got the right skills and experience, apply today.
About CGNCGN is a marketing agency specializing in website design, development, and SEO for remodeling companies. We help contractors attract the right customers and grow their businesses through effective digital marketing.
About the RoleWe are seeking an experienced Website Account Manager to own client relationships and client-facing responsibilities from contract signing through successful website launch.
You'll serve as the primary point of contact for approximately 12–18 active website projects, ensuring clients understand expectations, provide complete information, meet deadlines, and remain informed throughout the process.
You'll lead kickoff meetings, conduct information-gathering interviews, coordinate feedback and approvals, and collaborate with our production team to keep projects moving efficiently.
This is not a passive client service or administrative coordination role. We need someone who takes ownership, proactively identifies obstacles, confidently manages expectations, and consistently follows through.
Key Responsibilities1. Client Relationship OwnershipServe as the primary point of contact from contract signing through website launch.Lead client conversations, establish trust, and confidently manage expectations.Clearly communicate project phases, client responsibilities, deadlines, and approval processes.Provide proactive updates through scheduled communication and project milestones.Anticipate concerns and resolve client-side obstacles before they cause delays.Lead difficult conversations involving missed deadlines, scope concerns, or changing expectations.Maintain strong client relationships while consistently reinforcing accountability.Coordinate a smooth handoff to the appropriate team after launch.2. Client Information CollectionA critical responsibility of this position is ensuring all required client information is collected accurately, completely, and on time.Lead kickoff meetings using CGN's established onboarding and discovery processes.Conduct structured interviews to gather information for website strategy, copywriting, design, and development.Ask thoughtful follow-up questions to clarify vague, incomplete, or conflicting answers.Collect and organize business information, service details, brand assets, photography, and website requirements.Identify missing information before it becomes a production blocker.Review client responses for accuracy, completeness, and clarity.Document client conversations, requirements, decisions, and approvals in project management systems.Translate client information into clear, actionable direction for internal teams.Follow up consistently until outstanding information is received.Success means our production team receives complete, organized information without unnecessary back-and-forth or repeated client requests.3. Client Deadlines & AccountabilityCommunicate and reinforce deadlines for client deliverables, feedback, and approvals.Explain how client responsiveness impacts overall project timelines.Confidently redirect conversations and address clients who are not meeting commitments.Identify client-related delays early and communicate potential impacts to the production lead.Independently resolve client-side obstacles within established authority.Maintain accurate documentation of deadlines, decisions, and follow-up activities.Ensure client commitments are fulfilled without constant leadership intervention.4. Website Content, Feedback & ApprovalsCoordinate information collection for website copywriting and content development.Review website copy for factual accuracy, completeness, and alignment with client information.Consolidate client feedback into clear, actionable direction for production.Clarify contradictory or incomplete feedback directly with clients.Guide clients through structured review and approval processes.Track decisions and approvals to minimize confusion and unnecessary revisions.Maintain alignment between client expectations, approved scope, and project deliverables.Identify out-of-scope requests and coordinate appropriate next steps.5. Internal Team CoordinationCollaborate with copywriters, designers, developers, and the internal production lead.Ensure production has the information, assets, approvals, and context necessary to execute.Communicate client expectations, feedback, priorities, and decisions accurately.Participate in project meetings and provide updates on client readiness and outstanding items.Identify and resolve communication gaps between clients and production.Escalate significant risks or decisions outside established authority.Maintain organized, accurate project documentation.Contribute to improvements in onboarding, discovery, communication, and approval processes.
Division of ResponsibilityThe Website Account Manager owns:Client relationships and communicationClient expectations and accountabilityInformation collection and documentationClient deadlines, feedback, and approvalsClient-side obstacles and follow-throughThe Internal Production Lead owns:Internal production schedules and deadlinesDesign and development assignmentsTechnical execution and production workflowsResource allocation and production deliverables
6. Project Completion & HandoffCoordinate final client reviews, outstanding information, and approvals.Communicate final launch expectations and requirements.Partner with production to resolve outstanding client-side needs.Ensure project documentation and approvals are complete.Facilitate an organized handoff to the team managing the ongoing relationship.Identify additional service opportunities relevant to active website projects and coordinate with the appropriate team.
QualificationsRequired3–5+ years of account management, client success, or client relationship management experience.Previous experience with website design, development, or delivery projects.Demonstrated experience as the primary point of contact and relationship owner for multiple clients.Proven ability to manage client expectations, enforce deadlines, and maintain accountability.Strong interviewing, active listening, and follow-up skills.Exceptional organization, documentation, and attention to detail.Experience managing multiple simultaneous projects and competing priorities.Confidence leading meetings, asking challenging questions, and guiding decisions.Excellent written and verbal communication.Independent problem-solving skills and sound judgment.
PreferredExperience in a digital marketing, creative, or website development agency.Familiarity with website discovery, copywriting, design reviews, and launch processes.Understanding of UX, SEO fundamentals, and content strategy.Experience managing 12+ active client projects.Experience working with contractors, remodeling companies, or service-based businesses.Experience improving onboarding, information collection, or client communication processes.
What Success Looks LikePerformance will be evaluated across three primary areas:Client SatisfactionClients receive proactive, clear, and timely communication.Expectations are established and consistently reinforced.Concerns are addressed promptly and professionally.Clients experience an organized, well-managed website project.Client Deliverable AccountabilityClient information, feedback, and approvals are received on time.Outstanding items are consistently tracked and resolved.Client-related delays are minimized through proactive follow-up.Obstacles are identified and addressed before disrupting production.Information Collection & DocumentationDiscovery information is accurate, complete, and actionable.Required assets and content are collected before production needs them.Internal teams receive clear direction and complete context.Missing information and avoidable clarification requests are minimized.Specific performance targets will be established based on CGN's operating standards.
The Right Person for This RoleYou'll thrive in this position if you:Take ownership: You proactively solve problems without waiting for direction.Lead confidently: You establish expectations and hold clients accountable while maintaining strong relationships.Ask excellent questions: You recognize incomplete information and know how to uncover what's missing.Follow through: You track commitments and ensure nothing falls through the cracks.Stay organized: You manage multiple clients, deadlines, and details without sacrificing accuracy.Communicate proactively: Clients and teammates never have to chase you for updates.Exercise sound judgment: You solve problems independently and recognize when escalation is necessary.Embrace accountability: You take responsibility for outcomes, not just completed tasks.Remain adaptable: You follow established processes while identifying opportunities for improvement.
This position is not the right fit for someone who avoids difficult conversations, requires frequent direction, or relies on others to maintain client accountability.
Why You Should Join Our TeamPaid Time Off: 36 paid days off annually, including 25 PTO days and 11 paid federal holidays.Financial Security: 401(k) with a company match of up to 4%.Comprehensive Benefits: CGN covers 50% of health and dental insurance premiums and 100% of life insurance. Benefits also include vision insurance and parental leave.Continuous Learning: Professional development through industry certifications, training, and ongoing learning opportunities.
ScheduleHours: Monday–Friday, 9:00 AM–5:00 PMLocation: Charlotte, NCHybrid Schedule: Three days in-office and two days remote after the first 90 days of employment. xzbcwsv The first 90 days are fully in-office.
How Our Hiring Process Works15-Minute Phone InterviewPreliminary Zoom InterviewStrengths Assessment and Culture-Fit InterviewPractical Interview
Check out the role overview below If you are confident you have got the right skills and experience, apply today.
About CGNCGN is a marketing agency specializing in website design, development, and SEO for remodeling companies. We help contractors attract the right customers and grow their businesses through effective digital marketing.
About the RoleWe are seeking an experienced Website Account Manager to own client relationships and client-facing responsibilities from contract signing through successful website launch.
You'll serve as the primary point of contact for approximately 12–18 active website projects, ensuring clients understand expectations, provide complete information, meet deadlines, and remain informed throughout the process.
You'll lead kickoff meetings, conduct information-gathering interviews, coordinate feedback and approvals, and collaborate with our production team to keep projects moving efficiently.
This is not a passive client service or administrative coordination role. We need someone who takes ownership, proactively identifies obstacles, confidently manages expectations, and consistently follows through.
Key Responsibilities1. Client Relationship OwnershipServe as the primary point of contact from contract signing through website launch.Lead client conversations, establish trust, and confidently manage expectations.Clearly communicate project phases, client responsibilities, deadlines, and approval processes.Provide proactive updates through scheduled communication and project milestones.Anticipate concerns and resolve client-side obstacles before they cause delays.Lead difficult conversations involving missed deadlines, scope concerns, or changing expectations.Maintain strong client relationships while consistently reinforcing accountability.Coordinate a smooth handoff to the appropriate team after launch.2. Client Information CollectionA critical responsibility of this position is ensuring all required client information is collected accurately, completely, and on time.Lead kickoff meetings using CGN's established onboarding and discovery processes.Conduct structured interviews to gather information for website strategy, copywriting, design, and development.Ask thoughtful follow-up questions to clarify vague, incomplete, or conflicting answers.Collect and organize business information, service details, brand assets, photography, and website requirements.Identify missing information before it becomes a production blocker.Review client responses for accuracy, completeness, and clarity.Document client conversations, requirements, decisions, and approvals in project management systems.Translate client information into clear, actionable direction for internal teams.Follow up consistently until outstanding information is received.Success means our production team receives complete, organized information without unnecessary back-and-forth or repeated client requests.3. Client Deadlines & AccountabilityCommunicate and reinforce deadlines for client deliverables, feedback, and approvals.Explain how client responsiveness impacts overall project timelines.Confidently redirect conversations and address clients who are not meeting commitments.Identify client-related delays early and communicate potential impacts to the production lead.Independently resolve client-side obstacles within established authority.Maintain accurate documentation of deadlines, decisions, and follow-up activities.Ensure client commitments are fulfilled without constant leadership intervention.4. Website Content, Feedback & ApprovalsCoordinate information collection for website copywriting and content development.Review website copy for factual accuracy, completeness, and alignment with client information.Consolidate client feedback into clear, actionable direction for production.Clarify contradictory or incomplete feedback directly with clients.Guide clients through structured review and approval processes.Track decisions and approvals to minimize confusion and unnecessary revisions.Maintain alignment between client expectations, approved scope, and project deliverables.Identify out-of-scope requests and coordinate appropriate next steps.5. Internal Team CoordinationCollaborate with copywriters, designers, developers, and the internal production lead.Ensure production has the information, assets, approvals, and context necessary to execute.Communicate client expectations, feedback, priorities, and decisions accurately.Participate in project meetings and provide updates on client readiness and outstanding items.Identify and resolve communication gaps between clients and production.Escalate significant risks or decisions outside established authority.Maintain organized, accurate project documentation.Contribute to improvements in onboarding, discovery, communication, and approval processes.
Division of ResponsibilityThe Website Account Manager owns:Client relationships and communicationClient expectations and accountabilityInformation collection and documentationClient deadlines, feedback, and approvalsClient-side obstacles and follow-throughThe Internal Production Lead owns:Internal production schedules and deadlinesDesign and development assignmentsTechnical execution and production workflowsResource allocation and production deliverables
6. Project Completion & HandoffCoordinate final client reviews, outstanding information, and approvals.Communicate final launch expectations and requirements.Partner with production to resolve outstanding client-side needs.Ensure project documentation and approvals are complete.Facilitate an organized handoff to the team managing the ongoing relationship.Identify additional service opportunities relevant to active website projects and coordinate with the appropriate team.
QualificationsRequired3–5+ years of account management, client success, or client relationship management experience.Previous experience with website design, development, or delivery projects.Demonstrated experience as the primary point of contact and relationship owner for multiple clients.Proven ability to manage client expectations, enforce deadlines, and maintain accountability.Strong interviewing, active listening, and follow-up skills.Exceptional organization, documentation, and attention to detail.Experience managing multiple simultaneous projects and competing priorities.Confidence leading meetings, asking challenging questions, and guiding decisions.Excellent written and verbal communication.Independent problem-solving skills and sound judgment.
PreferredExperience in a digital marketing, creative, or website development agency.Familiarity with website discovery, copywriting, design reviews, and launch processes.Understanding of UX, SEO fundamentals, and content strategy.Experience managing 12+ active client projects.Experience working with contractors, remodeling companies, or service-based businesses.Experience improving onboarding, information collection, or client communication processes.
What Success Looks LikePerformance will be evaluated across three primary areas:Client SatisfactionClients receive proactive, clear, and timely communication.Expectations are established and consistently reinforced.Concerns are addressed promptly and professionally.Clients experience an organized, well-managed website project.Client Deliverable AccountabilityClient information, feedback, and approvals are received on time.Outstanding items are consistently tracked and resolved.Client-related delays are minimized through proactive follow-up.Obstacles are identified and addressed before disrupting production.Information Collection & DocumentationDiscovery information is accurate, complete, and actionable.Required assets and content are collected before production needs them.Internal teams receive clear direction and complete context.Missing information and avoidable clarification requests are minimized.Specific performance targets will be established based on CGN's operating standards.
The Right Person for This RoleYou'll thrive in this position if you:Take ownership: You proactively solve problems without waiting for direction.Lead confidently: You establish expectations and hold clients accountable while maintaining strong relationships.Ask excellent questions: You recognize incomplete information and know how to uncover what's missing.Follow through: You track commitments and ensure nothing falls through the cracks.Stay organized: You manage multiple clients, deadlines, and details without sacrificing accuracy.Communicate proactively: Clients and teammates never have to chase you for updates.Exercise sound judgment: You solve problems independently and recognize when escalation is necessary.Embrace accountability: You take responsibility for outcomes, not just completed tasks.Remain adaptable: You follow established processes while identifying opportunities for improvement.
This position is not the right fit for someone who avoids difficult conversations, requires frequent direction, or relies on others to maintain client accountability.
Why You Should Join Our TeamPaid Time Off: 36 paid days off annually, including 25 PTO days and 11 paid federal holidays.Financial Security: 401(k) with a company match of up to 4%.Comprehensive Benefits: CGN covers 50% of health and dental insurance premiums and 100% of life insurance. Benefits also include vision insurance and parental leave.Continuous Learning: Professional development through industry certifications, training, and ongoing learning opportunities.
ScheduleHours: Monday–Friday, 9:00 AM–5:00 PMLocation: Charlotte, NCHybrid Schedule: Three days in-office and two days remote after the first 90 days of employment. xzbcwsv The first 90 days are fully in-office.
How Our Hiring Process Works15-Minute Phone InterviewPreliminary Zoom InterviewStrengths Assessment and Culture-Fit InterviewPractical Interview