Client Experience Manager

The Client Success Coordinator is a pivotal role within our organization, responsible for delivering an exceptional client experience. This encompasses managing the onboarding process, ensuring quality assurance, and guaranteeing the successful fulfillment of all services.

This position demands strong communication, problem-solving, and organizational skills to foster client relationships, drive retention, and maintain high service standards.

SUCCESS in this role means achieving THE OUTCOME.

Key Responsibilities:

• 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)

○ 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:

○ 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)

• 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

• 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.

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

Job type: Fulltime

Work set-up: WFH