Client Success Manager - Marketing Agency

Objective: Serve as the primary advocate for clients, ensuring their needs are met while driving retention, satisfaction, and value delivery. The CSM will act as a bridge between the client and internal teams, proactively managing relationships, resolving issues, and identifying opportunities for growth.

Key Responsibilities
1. Client Relationship Management
Build and maintain strong, long-lasting relationships with clients, acting as the main point of contact.
Understand client objectives, business challenges, and key performance indicators (KPIs) to deliver tailored solutions.
Host regular check-ins (e.g., weekly calls) to review progress, address concerns, and provide updates on deliverables.
Act as a client advocate within the agency, ensuring their voice is heard and needs are prioritized.

2. Onboarding and Implementation
Guide new clients through the onboarding process, ensuring a smooth transition and alignment of expectations.
Collaborate with project teams to set up client-specific workflows, tools, and processes.
Provide initial training to clients on tools, systems, or deliverables as needed.

3. Project Management
Work with internal teams (e.g., strategy, creative, development) to manage timelines, budgets, and resources.
Ensure client deliverables align with agreed-upon project scopes and timelines.
Proactively identify and mitigate risks to project success, escalating issues as needed.

4. Team Collaboration and Coordination
Work closely with cross-functional teams, including marketing, creative, integrations, and strategy, to deliver cohesive solutions.
Act as a liaison between clients and internal teams, ensuring clarity on requirements and deliverables.
Document client preferences, feedback, and project details in a centralized knowledge repository for team use.

Key Skills and Qualifications:
A. Technical and Business Acumen
Strong understanding of digital marketing, consulting strategies, and performance metrics.
Proficiency with tools like CRM software (e.g., GoHighLevel), project management platforms (e.g., Monday.com).

B. Interpersonal Skills
MUST **Exceptional ENGLISH communication and presentation skills to build trust and convey complex ideas clearly.**
Conflict resolution and negotiation skills to handle challenging situations effectively.

C. Project Management Skills
Proven ability to manage multiple clients and projects simultaneously in a fast-paced environment.
Detail-oriented, with strong organizational and time-management skills.
Problem-solving mindset, with the ability to think creatively under pressure.

D. Leadership and Proactivity
Ability to take initiative, drive results, and inspire confidence in clients and teams.
Focus on delivering value and exceeding client expectations.