Client Success Manager (hybrid)

As a Client Success Manager, you will be responsible for ensuring client success and satisfaction by providing strategic guidance and tailored digital marketing and technology solutions. Key duties include building strong client relationships, analyzing performance metrics, creating KPI reports, and identifying business growth opportunities. The role involves managing and executing marketing campaigns, resolving technical issues, conducting QA checks, and delivering insights on digital trends. Additionally, the candidate will lead training sessions, maintain documentation, coordinate team schedules, and optimize resource allocation to meet client and business goals.

Requirements

Qualifications:

•   Bachelor’s degree in Marketing, Business, Information Technology, or a related field with significant experience in the job role.

•   With at least 3 years of working experience in client/account management in the digital marketing and/or technology industry.

•   Proficiency in utilizing Microsoft Excel and Google Sheets is essential for this role.

•   Excellent project management skills with the ability to manage multiple clients and projects.

•   Proficient in technical tools and other project management tools (e.g. monday.com, asana, Miro)

•   With experience in Project Management Methodologies (i.e., Agile, Scrum, etc.)

•   Proficiency in digital marketing tools and platforms, such as Google Analytics, HubSpot, and marketing automation software.  

•   Strong understanding of digital marketing strategies, including SEO, SEM, social media, email marketing, paid media, and content marketing.

•   Strong analytical skills with the ability to interpret data and provide actionable insights.

•   Skilled in motivating and guiding teams in delivering high-quality work.

•   Ability to align cross-functional teams toward common objectives.

•   Excellent listening, negotiation, decision-making, and presentation skills

•   Exceptional verbal and written communication skills.

Responsibilities:

•   Build strong client relationships to understand the client's position in the market and their services/products to maintain and acquire new customers;

•   Collaborate regularly with the team to discuss progress and generate new ways to improve the business, and fulfill client needs;

•   Collect and analyze data to identify industry trends and the changing needs of consumer behavior;

•   Help develop initiatives to increase customer satisfaction and retention;

•   Ensure the timely and successful delivery of solutions based on the garnered data and provide a sound report to the management and clients;

•   Identify opportunities to grow business with existing clients while carrying out the client and company’s goals;

•   Proactively remain connected to clients and maintain updated knowledge of clients' businesses, products/services, and markets to assess new search opportunities and ensure all viable clients are engaged;

•   Forecast and track key account metrics;

•   Provide resolution to the complaints and prevent additional issues by improving processes;

•   Work closely with team leaders and project and service managers to ascertain the quality and timeliness of deliverables and in achieving set target KPIs, and OKRs.

•   Strategize, ideate, and execute with team leaders and project managers to deliver expected results; and

•   Report to the Head of Operations. 

Benefits

•   Paid Sick Leave and Vacation Leave

•   Paid Bereavement

•   Maternity & Paternity Leave

•   Single Parent Leave

•   Medical / Health Insurance

•   Christmas cash gift and package

•   Internet allowance

•   Paid Holidays

•   Training and Development Opportunities

•   Career Progression Opportunities

•   Company Service Awards

•   Performance Awards and Recognition

•   10k employee referral fee