Senior Client Advocate

2 days ago

Manila, National Capital Region, Philippines beBeeSuccess Full time $60,000 - $80,000
Job Description

The role of a Client Success Coordinator plays a pivotal part in delivering an exceptional client experience. The primary responsibilities include managing the onboarding process, overseeing quality assurance, and ensuring the successful fulfillment of all services.

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

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 is tailored to their requirements.
    • Clients are not responsible for actively managing ads; that is the media buyer's responsibility.
    • The Client Success Manager should have a deep understanding of paid advertising to engage in meaningful conversations with clients regarding strategic direction.
  • 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 Tasks:
    • Establish a cadence for check-ins with all paid ads clients (minimum once a week).
    • Build out ads and load them 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.

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