Client Success Manager

3 weeks ago

Johannesburg, South Africa Agency Growth Team Full time

Do you LOVE serving clients, and helping businesses grow and scale to new heights? Are you eager to work with independent business owners, create long-lasting relationships, and be rewarded for your skills, time, and accomplishments? Are you ready to push clients forward, consult heavily on their day-to-day achievements and help them scale to successful new heights?

The Agency Growth Team has mentored, trained and placed over 100 Client Success Professionals into leading digital marketing agencies worldwide.

Client Success is a vital part of digital marketing agencies and Client Success Managers deliver results and help grow these clients to new levels.

Are you ready to join a fun, results-oriented team as our NEW CSM Rockstar

WHAT WE OFFER
- Fun, fast-paced work environment
- Constantly evolving, cutting edge technology
- The ability to make a significant impact immediately upon jumping in
- Remote work opportunity
- Impressive salary structure
- Numerous team building activities to promote collaboration
- Bonuses and benefits

ROLE

As a Client Success Manager (CSM), you are responsible for developing client relationships that promote retention and loyalty. Your job is to work closely with our client success team to ensure our clients are satisfied with the services they receive and to improve upon areas of dissatisfaction. You will be expected to provide a moderate level of technical support to customers with the goal to keep clients satisfied with the business’s products and being technically competent enough to resolve issues without much back and forth.

To be a successful Client Success Manager one must bring the ENERGY, ENTHUSIASM and excel at collaborating with others to drive best practices, working directly with clients to achieve success, communicating with clients and teammates, and identifying opportunities for product expansion with clients.

The Client Success Team is the main point of contact (POC) at the agency and therefore you are expected to maintain an enthusiastic “can do” attitude at all times when customer-facing.

You will be expected to develop a thorough understanding of client objectives and success metrics to drive tailored solutions that will ultimately increase adoption and retention.

This position involves supporting the sales department with the onboarding of new clients; working with our clients on an ongoing basis as a point of contact; sending scheduled updates to all clients on the progress of their campaigns and creating and maintaining retention and referral programs to retain existing clients.

RESPONSIBILITIES
- Client Onboarding: Responsible for supporting team leaders who provide client onboarding once the sales team has closed the sale and has filled out any required onboarding documents. Onboarding new clients and training those client’s and their staff on our system
- Client Support: As an important part of the team, you will be responsible for answering client questions and addressing any concerns in an efficient, retention based manner. Work actively with clients, their staff and business advisors to promote best practices, communicate effectively and on a regular basis and be the liaison for all external client activities. Recommend and execute action plans in such a way as to ensure maximum adoption, resolution and recovery to all client issues.
- Clearly communicating the benefits of new product features and ensuring customers promptly adopt them
- Promote memorable customer experiences through personalized “WOW” gifts, cards, and actions.
- Monthly Reporting: Send timely and consistent reports to clients highlighting positive aspects of the campaigns we’re running. All reports should be sent on the same schedule, and in the same format - branded to the company and reports should be used as a retention and/or sales tool where appropriate.
- Develop and Maintain a Client Retention Strategy: Work with our leadership team to continue refining and improving the existing Client Retention Strategy. This will mean bringing new ideas to the table at monthly meetings and having a plan to deploy new strategies and a way to track the results of those efforts.
- Research: Always be on the lookout for ways to improve our services and process. Also for ways, to reach more clients, and to maintain or upsell existing clients in ways that help them to achieve their goals even faster.
- Developing and nurturing clients into advocates to increase brand awareness and build a sense of community.
- Reply to each client request as soon as possible, same-day, or first thing the following day for overnight requests.
- Manage detailed and structured timelines, programs, tasks, and project management systems using Monday, ClickUp, Asana, and Slack

**REQUIREMENTS**:

- At least 2 years of professional experience in Customer Success or Client Experience
- At least 2 years of professional experience in a Digital Marketing Agency or Marketing Related Education will

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