Senior Client Experience Manager

The Client Success Coordinator 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:

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• 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:

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• 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)

• CSM 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:

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• 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:

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• 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:

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• 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:

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• 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">

• 80%: Holding the fulfillment team accountable with due date, timelines and performance

• 20%: Holding the client accountable in providing the information we need to successfully run their services

Project Management for all existing and new Performance Related Services

Troubleshooting Client Issues / Concerns

Foundation of advertising knowledge and terminology

Foundation of understanding paid advertising metrics

Required Skills and Qualifications:

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• 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.">

Benefits:

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• Monday to Friday from 8 am to 6 pm EST schedule">
• Fulltime work arrangement">
• Work-from-home set-up">

Others:

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• Competitive compensation package available">