Customer Experience Advocate

2 days ago

Makati City, National Capital Region, Philippines beBeeClientSuccess Full time $40,000 - $60,000

Delivering exceptional client experiences is at the heart of our organization's success. The Client Success Coordinator plays a pivotal role in ensuring seamless onboarding, rigorous quality assurance, and strategic service fulfillment.

Key Responsibilities:

  • Client Onboarding & Integration
    • Lead a streamlined 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.
    • Provide meaningful conversations with clients regarding strategic direction, allocation of resources, and campaign performance.
    • Interpret common KPIs and accurately relay information to clients, offering frequent updates and reports.
  • 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 organization, 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 Activities:

  • 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.
  • Maintain department organization with updates and outstanding tasks.
  • Onboard all Paid Ads Clients and assign applicable parties to dedicated tasks.
  • Hold the team and client accountable in an 80/20 capacity.
Accountability and Project Management
  • Project manage all existing and new Performance Related Services.
  • Troubleshoot client issues and concerns.
  • Develop a foundation of advertising knowledge and terminology, as well as understanding paid advertising metrics.

Requirements:

  • Strong communication, problem-solving, and organizational skills.
  • Ability to foster lasting client relationships and drive retention.
  • Understanding of paid advertising metrics and terminology.

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