51Blocks
SEO/SEM Client Success Manager
🌍 100% RemoteFull-Time
Posted March 23, 2022
Role & Responsibilities
Client Success Managers are at the front lines at our agency to represent white label partners and direct clients. You are the liaison between Account Managers and their clients. Your primary duty is to ensure clients are receiving the best possible communication and care with their experience (interaction with our team and processes). The Client Success Manager is also responsible for identifying upsell opportunities and overall client retention.
Daily Responsibilities Include:
Client Success Managers are at the front lines at our agency to represent white label partners and direct clients. You are the liaison between Account Managers and their clients. Your primary duty is to ensure clients are receiving the best possible communication and care with their experience (interaction with our team and processes). The Client Success Manager is also responsible for identifying upsell opportunities and overall client retention.
Daily Responsibilities Include:
- Work Monday-Friday MST Business Hours (8am-5pm, with a 1 hour break)
- Oversee 2-3 Account Manager Client Workloads (~25 clients each)
- Email communication with all direct and white label clients & partners (as needed)
- Most client emails are just responses to approval requests
- Scheduling & conducting monthly client reporting calls with clients & partners (as requested)
- Roughy 10-15 calls per month (30 mins each)
- Setup new client boards (as needed)
- Setup new client report dashboards (as needed)
- Identify areas of improvement for campaign strategy
- Manage internal stoplight system to report up about issues
KPIs include:
- Weekly pace checks for each client board
- Increase or maintain campaign spends (Goal: 10% total sum growth per quarter)
- Carry a 98% client retention rate quarter over quarter
- Respond to clients within 2 hours of initial email or response within business hours
- Maintain a 0 inbox at the end of each business day
- Report up any tone shifts or poor campaign performance
- Maintain a call prep document & send email agenda for every call
- Manage stoplight system for all assigned clients
Fully Remote & all training around our processes/workflow included!
**MUST HAVE A GREAT INTERNET CONNECTION & CAMERA SINCE YOU'LL BE ON ZOOM WITH CLIENT CALLS**
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