Client Experience Manager

7 days ago

Rizal, Philippines beBeeSuccess Full time ₱1,500,000 - ₱2,000,000
Job Description">

The Client Success Specialist plays a crucial role in delivering exceptional client experiences by overseeing the onboarding process, ensuring quality assurance, and driving service fulfillment. This position requires strong communication, problem-solving, and organizational skills to build lasting client relationships, drive retention, and maintain high service standards.

Key Responsibilities:">
  • Onboarding & Integration:
    • Lead a smooth and efficient onboarding process, setting clear expectations and ensuring alignment on goals and deliverables.
    • Conduct onboarding meetings to introduce key team members, review strategy, and outline timelines.
    • Monitor client engagement during the onboarding phase, addressing any concerns and ensuring a seamless transition into ongoing services.
  • Strategic Direction & Analysis:
    • Understand the Client's business, their needs, and other unique factors to ensure the service plan is tailored to their requirements.
    • Provide strategic direction and analysis to support informed decision-making.
    • Interpret common KPIs and accurately relay updates to clients.
  • Quality Assurance & Service Fulfillment:
    • Ensure all deliverables meet the agency's quality standards before being sent to the client.
    • Identify and address any service gaps, ensuring that the client receives all promised services on time and at the highest quality.
  • Client Relationship Management & Communication:
    • Conduct regular check-ins and strategy meetings to review progress, gather feedback, and ensure client satisfaction.
    • Act as the client's advocate within the organization, addressing concerns and troubleshooting challenges to enhance the client experience.
  • Retention & Growth:
    • Proactively identify opportunities for account growth, renewals, and additional services that align with client needs.
    • Work closely with sales and marketing teams to ensure a seamless transition between new business acquisition and client success.
  • Day-to-Day Operations:
    • Establish a cadence for check-ins with all Paid Ads Clients (minimum once a week).
    • Build and load ads into Meta for Strategists to take over.
    • Keep the department organized with updates and outstanding tasks.
    • Onboard All Paid Ads Clients and assign applicable parties to dedicated tasks.
    • Hold the team and client accountable in an 80/20 capacity.
    • Project manage all existing and new Performance Related Services.
    • Troubleshoot client issues and concerns.
    ">
Requirements">
  • A proven track record in client success, account management, or a related marketing role.
  • Strong organizational skills with the ability to manage multiple clients and projects.
  • Detail-oriented with a strong focus on quality assurance and performance.
  • Excellent communication and relationship-building skills.
  • A problem-solving mindset with a proactive approach to client needs.
  • Familiarity with social media, content marketing, and digital marketing strategies is a plus.
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