Client Success Manager - Us

Salary: Salary up to 5,000 Dollars (USD). To be re-evaluated after 1 year or if the role changes.

Time zone: Eastern Standard Time (EST)

Time: Availability to work from 9:00 a.m. to 5:00 p.m. Eastern Time, with occasional after-hours as needed within reason.

Start date: No later than Jan 6, 2024, possibly sooner

Key requirement: Fluency in native English is required for this role, and professional proficiency in Spanish (both written and spoken) is preferred.

About Us:

Rizen is a dynamic digital growth marketing agency dedicated to delivering innovative solutions that drive measurable results. Based in Miami but with international and national clients and staff, we collaborate with clients across industries, helping them sustainably achieve their digital marketing goals sustainably.

Role Overview:

We are seeking a proactive and experienced Client Success Manager to join our team. This role is critical in ensuring client satisfaction, driving goal achievement, and maintaining strong relationships. The Client Success Manager will serve as the main point of contact for assigned accounts, oversee account management, and collaborate with internal teams to ensure the successful delivery of marketing solutions. This role includes identifying upselling opportunities, handling escalations, and managing account renewals.

Key Responsibilities:

Account Management:

• Operate as the lead point of contact for all matters related to assigned Client accounts across multiple communication channels (Slack, Whatsapp, Text (SMS), and Zoom.
• Build and maintain strong, long-lasting client relationships.
• Identify upsell and crossell opportunities, assist with contract negotiations, and close agreements to maximize profits
• Prepare reports on account status and ensure timely communication with internal and external stakeholders.

Client Communication:

• Develop trusted advisor relationships with stakeholders.
• Proactively address client inquiries, concerns, and needs with professionalism and respect.
• Assist with challenging client requests or escalations as needed.
• Clearly communicate progress on weekly/bi-weekly/monthly/quarterly initiatives to ensure alignment with client goals.

Project Coordination:

• Work closely with sales, paid ads, and content teams to understand the strategies they develop, ensuring they are aligned with the client’s objectives and goals.
• Ensure the timely and successful delivery of solutions tailored to client needs.
• Oversee company management software (Teamwork) to ensure all project deliverables are completed on time and meet quality standards.
• Help input tasks in company management software.
• Schedule and lead client status meetings and internal team discussions as needed.
• Escalate and resolve project issues in a timely manner.
• Manage day to day needs of clients

Performance Tracking:

• Monitoring key metrics: Closely track key account metrics, such as weekly, monthly and quarterly lead/sales results and other performance indicators, to ensure that goals are being met
• Identify areas for improvement to meet sales quotas and enhance client satisfaction.
• Ensure the execution of marketing initiatives based on the defined strategy

Agency Collaboration:

• Act as a key participant in agency initiatives, such as agile + more methodologies and team-wide marketing strategies.
• Work with the team to develop strategy
• Participate in video content creation as assigned by the Content Director.

Requirements:

• Must excel at collaboration and building strong relationships with team members across various departments. This role is the primary liaison between the client and the execution team, ensuring seamless communication and alignment.
• Proven experience as a Client Success Manager, Account Manager, Account Executive, or in a related role.
• Strong understanding of digital marketing practices: Must have had hands-on experience managing Meta Ads, Google Ads, or SEO campaigns, even if on a smaller scale.
• Managed web design projects as a part of a team,
• Proficiency with CRM software and productivity tools: Especially HubSpot and GHL.
• Proficiency with MS Office, particularly Excel and Google Docs. The candidate should have enough experience to navigate these tools effectively for client and project management purposes.
• Proven ability to handle multiple account management projects with sharp attention to detail.
• Exceptional communication, presentation, and negotiation skills.
• Strong organizational abilities, with a track record of managing diverse responsibilities.
• BA/BS degree in Business Administration, Marketing, or a marketing-related field experience is preferred.
• A demonstrated ability to keep up in a fast-paced, agile-based environment
• Required experience in project management and client relations: Demonstrated experience in managing projects and building strong client relationships is essential for success in this role.

Preferred Qualifications:

• Familiarity and experience with Agile methodology.
• Experience delivering client-focused solutions to meet customer needs.
• Ability to identify and drive upselling, cross-selling, and renewal opportunities.

What We Offer:

• Competitive salary and performance-based incentives.
• Paid Time Off (PTO) and Holidays
• Opportunities for professional development and career growth.
• Collaborative and dynamic work environment.
• Mental Fitness Program
• 100% Remote work

How We Measure Success:

We measure effectiveness for this position based on regular success in the following metrics:

• Launch Time: Ensure projects are set up completely and go live on time.
• Churn/Retention Rate: Ensure clients are continually happy and renew service agreements with us.
• Customer Success Score: Maintain high customer satisfaction ratings from clients.
• Reaching client goals through effective team and task management.
• Budgetary Oversight: Stay within the allocated project budget parameters.
• Upsell Rate: Ensure clients are interested in and using additional services

Hiring Process:

• We will perform 2 - 3 Zoom interviews.

Candidates will be tested on:

• Writing Skills: Written assignments to evaluate communication abilities.
• Marketing/Sales Knowledge: Previous experience managing and doing Paid Ads, SEO, etc
• Role Play Scenarios: Handling a difficult client, a non-interactive client, and an upset client.
• Organization: Demonstrating how they manage and prioritize tasks effectively.

Job Type: Full-time

Pay: Up to $5,000.00 per month

Benefits:

• Flexible schedule
• Paid time off
• Professional development assistance
• Referral program

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• Can you briefly describe your experience working with marketing agencies and the roles you’ve held?

Experience:

• Client Success Management or Account Management: 2 years (Required)

Language:

• English (Required)

Work Location: Remote