Senior Client Success Manager

The Business Growers Senior Client Success Manager

Job Description

Many tech companies struggle to get marketing results because they don’t have a CMO. At The Business Growers, we offer high-level marketing strategy and implementation support so you can grow revenue without hiring a full-time marketing team.

We are a national marketing firm offering various services for tech companies, including branding, website development, design, marketing strategy, social media, search engine optimization (SEO), and digital advertising. The company builds upon a framework that evaluates businesses at three levels, from the foundational components of the business to its long-term scalability. The Know, Grow, and Scale™ framework inspires technology companies to use effective marketing to grow the right way and save time, money, and energy.

We are a fast-growing digital marketing agency. In this role, you will manage a portfolio of clients and ensure their satisfaction with our services. You will be your clients’ primary point of contact and work closely with our internal teams to meet all client needs, in addition to supporting team members by overseeing task assignments in the task management software and monitoring the helpdesk.

Position Status:  This position is exempt from the minimum wage and overtime provisions of the FLSA. This is a full-time position. Full-time employees work at least 40 hours per week. They are eligible to participate in all Company benefits subject to each benefit plan’s terms, conditions, and limitations. 

Minimum Qualifications:  The Company has agreed upon these minimum qualifications in this job class based on a job analysis and the essential functions. However, if a candidate believes they are qualified for the job, they still need to have the minimum qualifications set forth below. In that case, they may request special consideration by substituting related education and experience, demonstrating the ability to perform the position’s essential functions. Any request to substitute related education or experience for minimum qualifications must be addressed to The Business Growers in writing, identifying the related education and experience which demonstrates the candidate’s ability to perform all essential functions of the position.

Job Responsibilities

  • Client Relationship Management: Building and maintaining strong relationships with mid to top-tier clients, serving as their primary point of contact, understanding their business goals, objectives, and challenges, and providing strategic guidance and solutions to help them achieve their digital marketing objectives.
  • Account Planning and Strategy: Developing comprehensive account plans and strategies in collaboration with clients, identifying key growth opportunities, and setting clear objectives and key performance indicators (KPIs), creating and executing effective digital marketing strategies to drive client success.
  • Project Management: Overseeing the successful execution of digital marketing campaigns and projects, coordinating with internal teams such as creative, content, SEO, paid advertising, and social media to ensure timely delivery of client projects while maintaining quality standards.
  • Campaign Performance Analysis: Analyzing campaign data and metrics to measure the effectiveness of digital marketing efforts, generating insightful reports and recommendations to optimize campaign performance and achieve desired outcomes, monitoring campaign budgets, and ensuring profitability for both the agency and the client.
  • Upselling and Cross-selling: Identifying opportunities to expand and grow existing client accounts, proactively recommending additional digital marketing services, or upselling higher-value solutions to meet client needs and increase revenue.
  • Team Collaboration: Collaborating with internal teams to align client goals, share insights, and coordinate efforts effectively, ensuring clear communication and coordination between account management, creative, and technical teams to deliver cohesive and impactful digital marketing solutions.
  • Industry and Market Research: Staying updated with industry trends, digital marketing best practices, and emerging technologies, conducting market research and competitor analysis to identify opportunities for differentiation and innovation in client strategies.
  • Client Presentations and Reporting: Preparing and delivering client presentations, including campaign updates, performance reports, and strategic recommendations. Effectively communicating campaign results, insights, and next steps to clients and key stakeholders.
  • Client Retention and Satisfaction: Ensuring high client satisfaction and retention rates by consistently meeting or exceeding client expectations, proactively addressing client concerns or issues, and providing exceptional customer service throughout the client lifecycle.
  • Leadership and Mentoring: Providing guidance and mentorship to junior account management team members. Sharing industry knowledge, best practices, and expertise to foster professional growth within the team.

Education and Experience

  • Bachelor’s degree in business, marketing, communication, or a related field
  • Minimum of three years of work experience in a marketing role at a technology or telecommunications company
  • Must have four years of experience in marketing, customer-driven, and growth projects within the technology or telecommunications industry.
  • Strong verbal and written communication skills
  • Excellent listening, negotiation, and presentation abilities
  • Proven ability to manage multiple projects at a time while maintaining attention to detail
  • Good organizational and time-management skills
  • Experience delivering client-focused solutions to customer needs
  • Excellent knowledge of digital best practices, marketing strategies, and social media management
  • Familiarity with social media and digital platforms, such as Twitter, Facebook, Instagram, email marketing, and Google+
  • Proficiency in digital marketing tools, such as Cloud Campaign and Google Analytics
  • Strong computer skills using Google Workspace and Adobe Suites
  • Relevant expertise in determining a target audience and how to cater to unique marketing campaigns to capture their attention
  • Strong understanding of marketing strategy and how to effortlessly utilize these concepts throughout various forms of outreach
  • Ability to thrive under pressure and work independently in a fast-paced environment

Physical Requirements: Must be able to sit, use a computer keyboard and mouse, and view a computer screen for lengthy periods.

Disclaimer Statement:  Note: This brief description of the Senior Client Success Manager’s responsibilities is not limited to those described herein.  Management retains the right to add responsibilities.

Insights and More

Get these tips in your inbox.