Client Success Specialist

1 day ago

Manila, National Capital Region, Philippines beBeeMarketing Full time ₱550,000 - ₱700,000
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The Client Success Specialist plays a critical role in ensuring an exceptional client experience by managing the onboarding process, overseeing quality assurance, and ensuring the successful fulfillment of all services. This role requires strong communication, problem-solving, and organizational skills to build client relationships, drive retention, and maintain high service standards.

Key Responsibilities:

  • Client Onboarding & Integration (First 30-60 Days):
  1. Lead a seamless and efficient onboarding process, setting clear expectations and ensuring alignment on goals and deliverables.
  2. Conduct onboarding meetings to introduce key team members, review strategy, and outline timelines.
  3. Monitor client engagement during the onboarding phase, addressing any concerns and ensuring a smooth transition into ongoing services.
Strategic Direction and Analysis
  1. 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.
  2. CMS is NOT responsible for actively managing the ads, launching campaigns, etc. That is the Media Buyer's responsibility.
  3. However, the CMS 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).
  4. The CMS 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:
  1. Ensure all deliverables meet the agency's quality standards before being sent to the client.
  2. Identify and address any service gaps, ensuring that the client receives all promised services on time and at the highest quality.
  3. Work closely with internal teams to streamline workflows and improve service efficiency.
Client Relationship Management & Communication:
  1. Conduct regular check-ins and strategy meetings to review progress, gather feedback, and ensure client satisfaction.
  2. Act as the client's advocate within the agency, addressing concerns and troubleshooting challenges to enhance the client experience.
Retention & Growth:
  1. Proactively identify opportunities for account growth, renewals, and additional services that align with client needs.
  2. Work closely with sales and marketing teams to ensure a seamless transition between new business acquisition and client success.
Day To Day:
  1. Establish a cadence for check ins with all Paid Ads Clients (Minimum once a week).
  2. Building out Ads and Loading it into Meta for Strategist to take.
  3. Keeping department organized with updates / outstanding tasks.
  4. Onboarding All Paid Ads Clients & assigning applicable parties to their dedicated tasks.
  5. Holding the team and client accountable in an 80/20 capacity.
  6. Project Management for all existing and new Performance Related Services.
  7. Troubleshooting Client Issues / Concerns.
  8. Foundation of advertising knowledge and terminology.
  9. Foundation of understanding paid advertising metrics.

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