Client Experience Specialist

23 hours ago

Calamba, Calabarzon, Philippines beBeeClientExperience Full time $45,000 - $75,000
About the Role

The Client Experience Specialist plays a pivotal role in delivering exceptional client satisfaction by streamlining onboarding processes, ensuring quality assurance, and facilitating successful service fulfillment. This position demands strong communication, problem-solving, and organizational skills to build lasting client relationships, drive retention, and maintain high service standards.

Key Responsibilities:
  • 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 Tasks:
    • 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.

This role requires proven experience in client success, account management, or a related marketing role. The ideal candidate will possess strong organizational skills, a detail-oriented focus on quality assurance and performance, excellent communication and relationship-building skills, and a problem-solving mindset with a proactive approach to client needs.

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