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Client Success Manager

The role of a Client Success Manager is crucial for maintaining and enhancing client relationships, translating results into understandable reports, and ensuring that client needs are met consistently. Given the business's current operations and the owner's desire to step back from direct client interaction while still maintaining high retention and satisfaction rates, hiring a Client Success Manager will allow the business owner to focus on sales and scaling. This role will help maintain a consistent communication flow with clients, manage office hours, and deliver reports, thereby alleviating the owner's burden and enabling growth.

Daily Standard Operating Procedure (SOP) for Client Success Manager

Purpose

To ensure that all client interactions are handled efficiently, maintaining high satisfaction and retention rates.

Daily Tasks

  1. Morning Check-In

    • Review client accounts and identify any urgent issues.
    • Check emails and messages from clients and respond to any immediate inquiries.

  2. Client Reporting

    • Generate weekly reports for clients using data from the marketing and sales systems.
    • Translate the results into understandable metrics that can be shared with clients.

  3. Client Communication

    • Conduct scheduled calls with clients during office hours (4 days a week).
    • Keep track of client feedback and ensure action items from previous calls are addressed.

  4. Client Relationship Management

    • Actively engage with clients via Telegram, ensuring they feel supported and heard.
    • Develop and maintain relationships with clients to enhance retention.

  5. Team Coordination

    • Collaborate with ad buyers, graphic designers, and SEO specialists to relay client needs and feedback.
    • Participate in internal meetings to discuss client status and feedback.

  6. Continuous Improvement

    • Identify areas for improvement in client communication and reporting processes.
    • Propose enhancements to the service based on client feedback.

End of Day Tasks

  • Summarize client interactions and report back to the business owner.
  • Prepare a checklist of tasks for the following day based on client feedback and needs.

Tools Needed

  • CRM software
  • Reporting tools
  • Communication platforms (Telegram, Email, Video Conferencing)

Documentation

  • Maintain a log of client interactions and feedback for future reference.

Job Description for Client Success Manager

Overview

We are seeking a dedicated Client Success Manager to join our team, focusing on building and maintaining strong client relationships in the digital marketing and AI-based sales systems sector tailored for ADU/tiny home builders in the US.

Responsibilities

  • Manage client onboarding and establish strong relationships with new clients.
  • Conduct regular check-ins and meetings with clients to ensure their needs are met and expectations are exceeded.
  • Generate and present weekly performance reports to clients, translating complex data into actionable insights.
  • Act as the primary point of contact for client inquiries, addressing concerns promptly and effectively.
  • Collaborate with internal teams (ad buyers, designers, and SEO specialists) to ensure clients receive top-notch service.
  • Identify opportunities for upselling additional services based on client needs and business goals.
  • Maintain documentation of client interactions and feedback for continuous improvement.

Skills

  • Excellent communication and interpersonal skills.
  • Strong analytical skills with the ability to interpret data and present insights clearly.
  • Experience with CRM software and reporting tools.
  • Ability to manage multiple client accounts simultaneously.
  • Proactive problem solver with a customer-first mentality.

Qualifications

  • Bachelor’s degree in Business, Marketing, or a related field.
  • 2+ years of experience in client success, account management, or a similar role.
  • Familiarity with digital marketing, sales systems, and AI technologies is a plus.

Compensation

  • Competitive salary ranging from $2,000 to $4,000 per month based on experience and qualifications.

Benefits

  • Flexible work hours.
  • Opportunity for professional development and growth.
  • Remote work options available.
  • Paid time off and holidays.

How to Apply

Interested candidates should submit their resume and a cover letter detailing their experience in client management and digital marketing.

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