CLIENT SUCCESS MANAGER (CSM)

Client
Success Managers are the stewards of our client relationships. The key focus of
the Client Success Manager role is overseeing and managing the clients
expectations with the products and services they run with us (overall
campaigns), and aiding in their success when working with us. This involves
communicating with both the client (actual client, sellers, and market leaders)
and internal teams across our entire organization to ensure the clients
expectations (benchmarks, KPIs, timelines, and goals) are met, and their
experience in working with us takes on a partnership feel, rather than a
transactional relationship. Oftentimes, this means being a translator, teacher,
and an advocate for the clients needs, and working with all resources
available to meet those needs.

Communicating
on performance and metrics across all placements is imperative to our success in
working with clients.However, this
communication and reporting is only the first step. With robust client
relationships, campaign reporting takes on a deeper meaning.Guidance through the often
difficult-to-understand detail, as well as explanations on shifts and
optimizations, are an essential part of the conversation, and are followed by
thorough recommendations and guidance on how we as a company plan to move
forward towards their success.

THIS ROLE OVERSEES ONGOING STRATEGIC
CONVERSATIONS AROUND:

• Local
  Owned & Operated paid media strategies

• Google
  Ads, Targeted Display, Facebook paid media strategies

• Remarketing

• Specialty
  advertising

• Targeted
  Email

• Website
  - strategy discussion and recommendations

• Social
  and Reputation Management - strategy discussion and recommendations

• Text-based
  advertising

• SEO
  - strategy discussion and recommendations

• Creative
  - strategy discussion and recommendations

• Content
  Marketing - blogs and sponsored content - strategy discussion and
  recommendations

• Video
  - strategy discussion and recommendations

  Expectations:

1. UNDERSTAND
   the
   Clients Business Goals. Always.
2. COMMUNICATE. Communicate.
   Communicate.
3. STRATEGIZE. Set up, lead and
   participate in internal strategy meetings when large campaigns are sold -
   pulling in all key stakeholders or team members across departments to ensure
   were aligned on the clients business goals and strategy forward.
4. MEET
   WITH CLIENTS on
   an as-needed basis with your sales reps, not solely to deliver reporting
   or status updates, but also to learn whats new and changing within their business.
5. PROVE
   SUCCESS
   with regular reporting conversations. Take ownership for leads and revenue
   that you generate through reporting.
6. OWN
   PROBLEMS.
   Work to resolve any problems, issues and campaign problems both quickly
   and effectively. This means working with any and all necessary team
   members, communicating in a timely manner, and owning the clients issue
   until it is resolved.

CLIENT BENCHMARK SPENDS, WORKFLOW &
DELIVERABLES

This
roles focus is on the SMB or small-to-medium business category, defined as
up to $30,000 annually.The role will
include aspects of the following:

• Pre-Sales
  Support

• Campaign
  Deployment

• QA
  

• Reporting

• Finding
  Optimizations & Opportunity for Growth

• Campaign
  Review

• Benchmark
  Data

• Case
  Studies

Higher
account tiers include a monthly reporting deliverable handled by your Client
Success Strategist partner at Amplified Digital Agency:

• PRE-Top
  Local Account (Pre TLA): $30,000 - $75,000 annually

• Top
  Local/Regional Accounts (TLA) - $75K+ annually

Responsibilities:

• Support
  your sellers with information, insight, communication, transparency,
  intelligent initiative, research, recommendations, and optimization strategies.

• Communicate
  successes and deliver in-depth reporting, identify potential optimization
  and/or upsell opportunities, and present these opportunities to your sellers
  and clients as they arise.

• Maintain
  a working onboarding process including in-spec creative, tactic documentation
  and steps needed to get each tactic live.

• Work
  with your Client Success Strategist at Amplified Digital Agency for any outlier
  strategies that you need help understanding.
  They can provide you the resources to get you started.

• Be
  prolific in your understanding of our standard local and agency platforms.

• Proactively
  identify and troubleshoot campaign issues.

• Develop
  and refine local KPI benchmarks, and work with your agency Client Success
  Strategist as your resource for agency KPI benchmarks.

• Build
  out internal documents, frameworks and playbooks.

• Develop
  a customer journey that our customers will love.

Requirements:

• 5+
  years of experience in digital media, marketing, digital sales, or digital
  operations experience.

• 3+
  years of experience in a Customer Success leadership role or similar, leading
  the development of customer support or operational teams.

• Proficient
  with CRM tools (e.g. Salesforce/HubSpot).

• Proficient
  with Google Ads, Facebook, and targeted display paid media platforms.

• Achieve
  and maintain Google certifications for Google suite of products (Search,
  Display, Video, Shopping, Analytics).

• Website
  development and SEO best practices a plus.

• Metric-driven
  and operationally minded, with excellent execution skills.

• Passion
  for developing deep customer relationships at all levels built on trust,
  authenticity, and results.

• Strong
  leadership skills that demonstrate your ability to think strategically, execute
  tactically, and collaborate effectively with key stakeholders internally and
  externally.

• Ability
  to work transparently in a team-driven environment.

• Strong
  bias for speed, yet detail-oriented to ensure customers are satisfied.

• Clear
  and direct written and verbal communication skills, interpersonal and
  collaborative skills, and the ability to communicate with both technical and
  non-technical audiences are necessary.

• Ability
  to successfully navigate difficult conversations with customers with empathy
  and proper expectations, balancing the best interests of both the customers and
  the company.

• Not
  afraid to wear many hats, create processes, maximize output, think outside the
  box, and use creative problem-solving.