Client Success Manager

As a Client Success Manager, you will be responsible for building and maintaining strong, long-lasting relationships with our clients.

You will serve as the primary point of contact for client inquiries, concerns, and escalations, ensuring their overall satisfaction with our services. Additionally, you will oversee our brand ambassadors who are responsible for daily recommendation activities for the clients that we serve.

Responsibilities:

Client Relationship Management
- Serve as the main point of contact for assigned clients, building strong relationships based on trust and mutual respect.
- Understand clients' business needs, objectives, and challenges to provide tailored solutions and support.
- Proactively communicate with clients to gather feedback, address concerns, and identify opportunities for upselling or cross-selling.
- Monitor client satisfaction and engagement levels, proactively mitigating churn risks and promoting client retention.

Brand Ambassador Oversight
- Oversee brand ambassadors responsible for daily recommendation activities for our clients.
- Provide guidance, training, and support to ensure brand ambassadors represent our services accurately and effectively.
- Monitor the performance and effectiveness of brand ambassador activities, making adjustments as necessary to optimize results.
- Be proactive in coming up with solutions to support the brand ambassadors in successfully fulfilling their tasks.

Onboarding and Training
- Lead the onboarding process for new clients, ensuring a smooth transition and understanding of our services.

Weekly Reporting
- Review and provide a weekly report to clients, detailing the activities and progress made on their behalf.
- Ensure transparency and accountability by documenting all relevant interactions and outcomes.
- Use weekly reports as an opportunity to demonstrate value and reinforce the partnership with clients.

Qualifications:

- Must have deep knowledge and understanding of online communities and have experience joining and participating in Facebook groups, Nextdoor and other online forums such as Reddit.
- Must have a legitimate and active Facebook account which will be used for the project and be willing to make modifications to your profile as required (i.e. employment, location, banner image if needed)
- Proven experience in client-facing roles such as Account Management, Customer Success, or Project Management.
- Strong interpersonal skills with the ability to build rapport and trust with clients.
- Excellent communication and negotiation skills, both verbal and written.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Demonstrated ability to manage multiple clients and projects simultaneously.
- Proficiency in CRM software and other relevant tools.
- Accountability and personal organization are essential.

Required to work in US-time zone - PST, CST, or EST
Working hours: Part-time
Salary: Negotiable