About the role:
The Client Success manager follows a Client for Life Philosophy, and
individuals in this role ensure that every client receives value far exceeding
their investment. We seek to understand and surface client’s business
priorities, breakdown challenges, and identify the most effective ways to
support the client in making the right decisions for their business. They are
responsible for onboarding clients, proving the concept of Webspark Media
services, and stimulating client engagement of products that makes sense
for their business objectives.
What you will do:
• Build, develop and manage relationships with a variety of clients
across various business functions ensuring they are successful in the
utilization of their Webspark Media services, resulting in customer
satisfaction, retention, and growth
• Introduce Webspark Media services and capabilities to new clients and
communicate value to decision makers
• Facilitate client calls, understand client priorities, and recommend a
program of action that drives high value and return of investment on
their Marketing program.
• Collaborate with internal Webspark Media staff to overcome obstacles
and maximize the value we deliver to clients
• Conduct regular reviews of client book of business looking into
performance and key client engagement metrics Management of the
execution of campaigns / digital services from start to finish – assist
the account managers with the client onboarding process in Click Up
• Management of the VA’s and other staff
• Create and manage various calendars for clients including but not
limited to content, social media, email blast, etc.
• Manage internal checks to be sure all systems are working properly
• Improve customer satisfaction by improving responsiveness and
anticipating customer needs
• Collaborating with internal teams and clients to design, develop and
implement digital advertising campaigns.
• Maintaining strong relationships with our clients – being proactive and
not just reactive
• Develop meeting agendas, meeting minutes and action items for every
client meeting following the SOP
• Contributes to account growth by identifying opportunities to increase
revenue and methods to improve internal processes, cultivates new
business opportunities from existing clients and client contacts.
• Ensuring excellent communication and a strong partnership is always
maintained with the clients
• Perform quality assurance check on all deliverables.
• Anticipating potential risks or malfunctions and act proactively to
resolve issues
• Detailed knowledge of both internal and outsourced digital fulfillment
requirements and workflow.
• Reviews all orders to ensure proper documentation is supplied and
secures any missing data from the digital sales team prior to handing
off to the central fulfillment team.
• Provides consistent feedback to fulfillment providers to facilitate
continuous improvement in the quality of service and campaign
results.
• Work with Sales Managers and Account Managers to develop and
execute growth strategies of our key accounts
• Explore, identify, and establish workflow platforms and processes
which can be universally applied across multiple markets
Here’s what you’d be doing day to day:
• Manage all department processes within Click UP.
• Directly supervise the Account Managers and indirectly supervise
the Media buying, GHL and copywriting team.
• Understand and effectively utilize all relevant software and
systems. Be a “power user.”
• Successfully collaborate with other departments to achieve goals
• Responsible for customer retention and customer satisfaction.
• Lead account management staff.
• Provide operational guidance to Sales & CS team to onboard new
accounts.
• Resolve customer issues.
• Follow all company policies and SOP’s.
• Be responsive and accountable.
• A natural mentor. You guide and train others to meet their
maximum potential. and may describe your management style as a
“servant leader”.
• A customer-first mentality. You’re focused and look forward to the
opportunity to delight and surprise both internal and external
customers.
• You’re motivated by friendly competition and hitting benchmarks.
• Get things done, driving short-term results while planning for long-
term solutions.
• Understanding that Customer Care is a 24/7 type of environment
Internal Customer Service:
• Lead a team of direct reports in key & independent account
management.
• Drive customer service initiatives to completion and success.
• Maintain effective working relationship with management team
• Provide meaningful insights to team to support ongoing & efficient
workflow.
Leadership:
• Collaborate with management team to create and communicate
strategic business plans, including customer service, operations,
and other key areas of the business.
• Be the voice of customer service to the rest of the organization.
• Understand the interdependencies of business functions to improve
efficiencies across all stakeholders in projects, plans or new
initiatives.
• Above all, be a team player that leads by example, welcomes
ideas, and appreciates diversity.
• Serves as a primary contact for issue resolution.
• Assist in ongoing training of Account Managers on best practice
workflows & reporting to enhance their efficiency.
• Manages projects to add new clients and terminations as needed.
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