Senior Client Advocate

The Client Success Coordinator plays a pivotal role in delivering exceptional client experiences by managing the onboarding process, overseeing quality assurance, and ensuring the successful fulfillment of all services.

This role demands strong communication, problem-solving, and organizational skills to build client relationships, drive retention, and maintain high service standards. Achieving success in this position requires meeting key objectives.

**Key Responsibilities:**

• Client Onboarding & Integration:

✦ Lead a seamless 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 smooth transition into ongoing services.

• Strategic Direction and Analysis

✦ Understand the Client's business, their needs, and other unique factors to ensure the service plan, marketing strategy, etc is tailored to their needs, not a cookie cutter approach

✦ The Client Success Manager is NOT responsible for actively managing the ads, launching campaigns, etc. That is the Media Buyer's responsibility

✦ However, the Client Success Manager should have a deep enough background on Paid Advertising to be able to have meaningful conversations with clients regarding strategic direction, allocation of resources (Google vs Meta vs other platforms depending on situation)

✦ The Client Success Manager should be able to interpret common KPIs and accurately and clearly relay that information and frequent updates/reports to clients, and should also have the knowledge to answer standard questions regarding campaigns and performance during Client Calls

• 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.

✦ Work closely with internal teams to streamline workflows and improve service efficiency

**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 agency, 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 out Ads and Load it into Meta for Strategist to take

• Keep department organized with updates/outstanding tasks

• Onboard All Paid Ads Clients & Assigning Applicable Parties to Their Dedicated Tasks

• Hold the Team and Client Accountable in an 80/20 Capacity

○ 80%: Hold the Fulfillment Team Accountable with Due Date, Timelines, and Performance

○ 20%: Hold the Client Accountable in Providing the Information We Need to Successfully Run Their Services

• Project Manage for All Existing and New Performance-Related Services

• Troubleshoot Client Issues/Concerns

• Foundation of Advertising Knowledge and Terminology

• Foundation of Understanding Paid Advertising Metrics

**Requirements:**

• Proven experience 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.

• Problem-Solving Mindset with a Proactive Approach to Client Needs.

• Familiarity with Social Media, Content Marketing, and Digital Marketing Strategies is a Plus.

**Schedule:** Monday to Friday from 8 am to 6 pm EST.

**Job Type:** Fulltime

**Work Set-up:** WFH