Client Success Manager

Job Overview

As a Client Success Manager, your primary role will be developing and fostering positive relationships with clients through world-class communication and customer service. You’ll work with them to make sure their experience is smooth and enjoyable, while internally ensuring all the content we create is on track, in line with our client’s goals, and delivered without any issues.

Reports directly to: Creative Strategist (CS)

ROLES, RESPONSIBILITIES, EXPECTATIONS

1. Client Success ****
Responsibilities:
Maintain a positive, fun, and professional voice that instills confidence and trust in our clients
Anticipate client needs and questions and be proactive in client communication
Respond to all client requests or ensure the relevant tea ---------- mber handles incoming communication
Proactively identify personalized opportunities to exceed client expectations and thoughtfully deepen relationships with clients
Ensure communication via email / Slack or Calendly to clients prior to shoots with clear details and expectations
Ensure communication via email / Slack or Calendly to clients after shoots and projects to clarify expectations for the next steps
Send the client an email / Slack after necessary meetings to recap clear expectations and action steps
Attend internal brainstorming meetings to contribute ideas, take notes, and ensure the team is on track for the client's deliverables and up-to-date on any relevant goals or requests the client has expressed
SMART Expectations:
Provide each client with 1-2 positive touchpoints per week
Respond to the client within 1 hour via Slack and e-mail during regular business days and hours (M-F, 9-5)
Ensure all meetings are scheduled from the strategy call and send calendar invites from the calendar / calendly
Identify at least 1 way for each client per quarter that we can go out of our way to surprise and delight them
Pre-shoot communication to be sent at least 48 business hours in advance of each shoot
Post-shoot communication to be sent 24 business hours after each shoot
Attend all client strategy calls and take notes
Meeting recap emails with clear expectations and action steps to be sent same day

2. Project Management ****
Responsibilities:
Constantly keep Notion up to date by adding revisions, notes, dates, and projects for the fulfillment team
Ensure all video and photo projects are added to Notion properly and thoroughly with all relevant notes, deliverables, and due dates
Proactively check in to ensure all video and photo projects are on track to be completed on time
Proactively communicate any delays or expected missed deadlines to avoid surprises or missed expectations by our team or the client
Review all video content before sharing with client to prevent any spelling errors or obvious mistakes
Send all videos and photos to the client for approval
Field client feedback on videos and photos and communicate to our team in a timely manner via Notion and Slack
SMART Expectations:
Ensure 100% of projects and deliverables are on time for internal and client deadlines
If we are unable to meet deadlines for any project or deliverable, proactively notify all relevant parties as soon as possible (no more than 24 business hours) to provide clear and accurate updates on when to expect deliverables
Ensure 100% of all Notion cards on Video Project Management board are properly and thoroughly filled out to provide transparency and manage expectations of delivery
Quality check video content to identify any spelling errors or obvious mistakes before sending to client for review
Send all edited videos and photos to client for approval within 2 hours of completion during regular business days and hours
Communicate all client feedback on edited videos and photos to our team via Notion and Slack within 2 hours of receipt during regular business days and hours

3. Onboarding Experience
Responsibilities:
As the first human touch upon client signing up, reinforce the clients decision to engage with us by maintaining a positive, fun, and professional voice that instills confidence and trust with our clients
Set up, fill out, and optimize all internal systems and pages for new clients including Notion, Google Workplace, and Slack
Keep Notion up-to-date throughout the onboarding process and proactively communicate any relevant checkpoints internally to our fulfillment and sales teams
Ensure all information provided by the client is properly and thoroughly added to Notion so our fulfillment team is equipped with everything they need to meet expectations and execute for the client
Ensure clients are moving through the onboarding system flawlessly according to timelines noted
Proactively communicate expectations to the client and provide frequent updates as they continue through the onboarding process
Proactively communicate with client to ensure all assets necessary for fulfillment are collected
Send cards, merch, or gifts to clients to enhance their experience and provide an element of surprise and delight
SMART Expectations:
Ensure all steps on the onboarding checklist are completed by dates outlined in collaboration with the fulfillment team
Proactively communicate expectations when any part of the onboarding process is delayed and will cause the timeline to shift
Set up, fill out, and optimize Notion, Google Workplace, and Slack for each new client within 24 business hours of a newly-signed contract
Attend all onboarding and strategy calls and take notes
Meeting recap emails with clear expectations and action steps to be sent same day

INTERNAL MEETING CADENCE
Attend and Participate in Weekly Pod Mtg
Attend and Participate in Weekly 1:1 with Creative Strategist
Attend and Participate in Weekly EOW Check-In with Creative Strategist
Attend and Participate in Internal Brainstorms related to your Pod’s clients
Attend Monthly All-Tea ---------- etings

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