JOB DESCRIPTIONS

This role leads our customer success team to deliver best-in-class consulting to our client base. We have a growing business and healthy customers. We now need to grow our customer service department and process to keep up with business growth, support new channels, and maintain our strong connection with our customers.

The work can be grouped into these categories:

• Proactively provide expert advice to our customers-Communicate inter-departmentally to ensure company success.

• Monitor, analyze, and report on performance data in partnership with the Account Performance Manager & Client.

REQUIREMENTS
You have achieved success as a manager in a fast-paced environment.  This is not your first rodeo. You have strong technical skills in Google Products, CRMs, and (preferably) AirTable. You have a strong desire to help others succeed and the ability to push back when a client is making mistakes and always come prepared with an answer, not a problem.

You operate with a high degree of structure and skill. You’re fairly analytical and have a strong drive to master and complete any and all assignments. You have a temperament that allows you to work with multiple personality types while maintaining a professional, enthusiastic, and positive demeanor. You are comfortable with correctly completing operational procedures and like to help improve systems and procedures.

RESPONSIBILITIES:

Customer Success (90% of Time):

• Exceed our customer's expectations, every day by being KIND and HELPFUL

• Conduct zoom meetings monthly with customers to discuss past results, lead conversions, upcoming campaign plans, and problem solve.

• Review clients CRM to see conversion data and provide helpful insight for any constraints

• On Average 5-6 hours a day will be spent in zoom meetings

• Engage customers in upsell opportunities.

• When campaigns are not meeting key performance metrics, work with our Account Management team to make changes.

• Ethically sound and with a personal pride in how others perceive you

• Maintain extreme attention to detail and double check the minutia

Other (10% of time):

• Collaborate with the team to brainstorm and troubleshoot opportunities.

• Admin responsibilities- send account updates/changes to the correct team's channels.

• Manage business settings in Facebook Ads Manager and review performance metrics

• Stay up-to-date with digital marketing trends and potential new channels and strategies.

Note: We have "Ad Account Managers" that will do the bulk of ad creation and implementation across all of the client locations we manage, but we expect our "Customer Success Manager" to have intimate knowledge of the Facebook Ads platform so that they can effectively make minor campaign changes and communicate our Digital Marketing strategy effectively to our clients. You will not be runnings ads, but keeping extreme accountability.

QUALIFICATIONS:

• Must have 3 years of customer success experience

• Be capable in Google products (Gmail & Calendar)

• Marketing experience, specifically in Facebook Business Manager strongly preferred

• Must love talking to people and helping them succeed

• Display critical thinking and problem-solving skills

• Extremely goal oriented with a positive attitude and high energy

• Ability to perform well with or without detailed directions

• Leader spirit with a figure-it-out attitude

• Goal orientated with a positive perspective and a deep desire to achieve for our clients

• Deliver high-quality work with extreme attention to detail

• Must be highly ethical and have a strong work ethic

• Must be able to work autonomously and within a team environment. This is a fully remote position. If you can’t manage your time effectively, you cannot succeed here.

• Must be a Core Value fit (Core Values Listed below):

  
  -Enthusiastically Serve

-Obsessed with being exceptional

-Figure it out

-Continuously Grow

-Proactive leader

-Take Accountability

Bonus Desirable Experience:
- Managing or navigating through ad accounts or Business Manager on Facebook/Meta.

- HighLevel (CRM) and Zapier

- Slack & Zoom

- Experience in a digital marketing agency or in franchising is not required but highly desirable