OPEN: Retention Marketing manager
Love working directly with clients? Want to be part of a high-achieving (remote) team? Nodding your head to all of this so far? Yes, yes, and yes?! Great! If you’ve had previous experiences within marketing agencies for client-facing account or project management (bonus if you have knowledge within the email marketing and ecommerce spaces), we encourage you to read on and apply for this full-time open role with our fast-growing agency.
The ideal candidate should thrive on being the go-to for clients and for team members, answering questions promptly, finding solutions efficiently, managing expectations both external and internal, and creating a friendly win/win environment for all parties.
Top Three Accountabilities of the Client Success Manager
- Manage and Retain Client Relationships: Responsible for building and maintaining strong relationships with clients, ensuring their satisfaction, and fostering long-term partnerships.
- Manage Account Deliverables and Deadlines: Accountable for overseeing the timely delivery of client projects, ensuring that all tasks and deadlines are met according to the agreed-upon timeline.
- Identify and Resolve Client Issues: Tasked with identifying and addressing any issues or challenges that clients may encounter, providing effective solutions to ensure client satisfaction and success.
Why Work With Us
At our agency, we pride ourselves on creating exceptional results-driven retention programs for our diverse range of ecommerce clients. As a Client Success Manager, you’ll have the opportunity to work with amazing brands and be part of a collaborative and supportive work environment, where your ideas and contributions are valued.
Responsibilities
- Take over client onboarding once the sales team has closed the sale, then complete required onboarding documents with the client.
- Serve as the primary point of contact for clients, promptly addressing questions and concerns in a retention-focused manner.
- Own the overall relationship with assigned clients.
Weekly Updates and Monthly Reporting:
- Create and send short updates to clients, using a simple and effective format, to keep them informed about progress and efforts.
- Send timely and consistent reports to clients, highlighting the positive aspects of their campaigns.
- Use reports as retention and/or sales tools when appropriate, ensuring consistent branding.
Client Communication and Meetings:
- Reply to each client request as soon as possible, ideally same-day or first thing the following day for overnight requests.
- Conduct scheduled or escalated Zoom meetings or phone calls with clients.
- Attend company meetings, including coaching, leadership, company training, and company-wide meetings unless otherwise approved to be absent.
Account and Project Management:
- Manage detailed timelines, tasks, projects, and all deliverables using ClickUp.
- Partner with clients and Marketing Managers/Strategists to understand business needs and translate them into actionable strategies.
- Oversee team members (copywriters, designers, implementers, and strategists) to exceed client expectations.
- Assist in the management of digital assets, ensuring efficient file naming and storage practices.
Collaboration and Monitoring:
- Work closely with Marketing Managers and Strategists to resolve any issues that arise.
- Perform weekly check-ins with teams for each client, ensuring that work aligns with established objectives and promised results.
- Proactively engage with clients to maximize the value they receive from our services.
- Implement client surveys to gather feedback on their experience.
Client Retention:
- Create and maintain a calendar of special events for each client, implementing ways to recognize and acknowledge these occasions.
- Foster memorable client experiences through personalized gestures such as WOW gifts, cards, and actions.
Requirements (Skills & Qualifications):
- Proven experience in client success or client experience, preferably within email marketing agencies
- Strong relationship-building skills and the ability to manage client expectations
- Hands-on working knowledge with Google Workspace, ClickUp, and Slack
- Excellent written and verbal communication skills
- Highly organized with exceptional multitasking and prioritization abilities
- Self-starter with a keen attention to detail and analytical mindset
- Comfortable working independently and as part of a fast-paced team
- Ability to meet deadlines and work under pressure
- Experience in remote work environments and self-motivation
Compensation
For individuals based in the US*, this is a full-time employee position with paid time off included, starting at an annual salary of $60,000.
While the schedule is flexible, you must be regularly available between the hours of 8 AM and 5 PM MT Monday through Friday.
*If you are based outside of the US and interested in applying to this role, we do have open spots for contractors to join us, too!
7984 S 1300 E, SLC, UT 84094
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