Client Experience Specialist

Client Success Coordinator Role

The Client Success Coordinator plays a pivotal role in delivering an exceptional client experience by overseeing the onboarding process, ensuring quality assurance, and guaranteeing 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.

**Client Onboarding & Integration (First 30-60 Days):**

• 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.
• CSM is NOT responsible for actively managing the ads, launching campaigns, etc. That is the Media Buyer's responsibility.
• However, the CSM 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).
• CSSM 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).
• Building out Ads and Loading it into Meta for Strategist to take.
• Keeping department organized with updates/outstanding tasks.
• Onboarding All Paid Ads Clients & assigning applicable parties to their dedicated tasks.
• Holding the team and client accountable in an 80/20 capacity.
• Project Management for all existing and new Performance Related Services.
• Troubleshooting Client Issues/Concerns.

The ideal candidate will possess:

• A 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.

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

Job Type: Full-time

Work Set-up: Work-from-Home (WFH)