Account Retention Specialist

1 week ago

Tanauan, Calabarzon, Philippines beBeeClientExperience Full time $60,000 - $80,000
Job Summary:

The Client Experience Specialist plays a vital role in delivering exceptional client satisfaction by overseeing the onboarding process, ensuring quality service delivery, and fostering strong client relationships.

This position requires excellent communication, problem-solving, and organizational skills to drive client retention, growth, and overall success.

Success in this role means achieving outstanding results through collaborative efforts.

Main Responsibilities:Client Onboarding & Integration:
  • Lead a seamless and efficient onboarding process, setting clear expectations and ensuring alignment on goals and deliverables.
  • Conduct regular 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 & Analysis:
  • Understand the Client's business needs and tailor the service plan, marketing strategy, etc. accordingly.
  • Provide strategic direction and allocate resources effectively to meet client objectives.
  • Interpret common KPIs and relay accurate information to clients, with 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 service gaps, ensuring timely and high-quality delivery of promised services.
  • Collaborate with internal teams to streamline workflows and enhance 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 resolving 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.

Daily responsibilities include:

  • Establishing a consistent cadence for check-ins with Paid Ads Clients.
  • Loading Ads and assigning tasks to relevant parties.
  • Maintaining departmental organization and updates.
  • Onboarding Paid Ads Clients and assigning dedicated tasks.
  • Driving accountability among the team and clients.
  • Managing Performance Related Services projects.
  • Troubleshooting Client Issues.
  • Broad knowledge of advertising fundamentals and terminology.
  • Understanding paid advertising metrics.

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