Marketing Operations Coordinator

The Client Success Manager plays a vital role in delivering an outstanding client experience by overseeing the onboarding process, ensuring quality assurance, and guaranteeing the successful fulfillment of all services. This position requires exceptional communication, problem-solving, and organizational skills to build strong client relationships, drive retention, and maintain high service standards.

• Key Responsibilities:

• 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 & Analysis:

• Understand the client's business, their needs, and other unique factors to ensure the service plan, marketing strategy, etc., is tailored to their requirements.

• Clients are not responsible for actively managing ads; that is the media buyer's responsibility.

• However, the Client Success Manager should have a deep enough background in paid advertising to have meaningful conversations with clients regarding strategic direction, resource allocation, and campaign performance.

• The Client Success Manager should be able to interpret common KPIs and accurately and clearly relay that information and frequent updates/reports to clients, as well as 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:

• 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 their dedicated tasks.

• Hold the team and client accountable in an 80/20 capacity: 80% holding the fulfillment team accountable for due dates, timelines, and performance; 20% holding the client accountable for providing necessary information for successful service delivery.

• Project manage all existing and new performance-related services.

• Troubleshoot client issues and concerns.

• Foundations in advertising knowledge and terminology.

• Understanding of paid advertising metrics.

• 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.

• Full-time schedule: Monday to Friday from 8 am to 6 pm EST.

• Work set-up: Remote work arrangement.