Overview
We are looking for a dynamic and results-oriented Client Success and Account Manager to join our Digital Marketing Agency. This hybrid role combines the responsibilities of both Customer Success and Account Management to ensure our clients achieve their desired outcomes and remain satisfied with our services. The ideal candidate will proactively engage with clients to understand their needs, drive success, and identify growth opportunities.
Responsibilities
- Onboarding and Training: Guide new clients through the onboarding process, ensuring they understand and can effectively use our products/services.
- Client Engagement: Regularly check in with clients to monitor satisfaction, provide guidance, and address any issues or questions.
- Health Checks: Conduct regular health checks to ensure clients are achieving their desired outcomes and deriving value from our offerings.
- Feedback Loop: Collect client feedback and work with internal teams to implement improvements.
- Churn Prevention: Identify at-risk clients and implement strategies to prevent churn.
Account Management
- Relationship Management: Act as the main point of contact for assigned clients, managing day-to-day interactions and building strong, long-lasting relationships.
- Sales and Revenue Growth: Identify and pursue upsell and cross-sell opportunities to drive revenue growth.
- Contract Renewals: Manage the contract renewal process, including negotiation and documentation.
- Strategic Planning: Work with clients to understand their long-term goals and align our services to help them achieve these goals.
- Issue Resolution: Quickly and effectively address any issues or concerns clients may have, ensuring their satisfaction.
Key Metrics
- Customer Retention Rate
- Net Promoter Score (NPS)
- Churn Rate
- Revenue Growth from existing clients
- Client Satisfaction Score
- Contract Renewal Rate
- Client-Focused: Passionate about ensuring clients achieve their desired outcomes and have a positive experience.
- Proactive: Takes initiative to engage with clients and address their needs before issues arise.
- Sales-Oriented: Identifies opportunities to grow revenue and enhance the client relationship.
- Adaptable: Comfortable working in a fast-paced environment and managing multiple priorities.
- Collaborative: Works well with internal teams to deliver a cohesive client experience.
Job Types: Full-time, Contract • Contract length: 12 months
Job Requirements
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- 3+ years of experience in a Customer Success, Account Management, or similar client-facing role.
- Proven track record of managing client relationships and driving revenue growth.
- Excellent communication, interpersonal, and negotiation skills.
- Strong problem-solving skills and the ability to think strategically.
- Ability to work independently and as part of a team.
- Proficient in CRM software and other related tools.
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