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Client Success Manager

  • SM Commerce
  • Full time
  • United Kingdom
  • 16/07/2021

Are you an energetic, self-motivated person that enjoys helping others?

Do you enjoy and look forward to meeting and speaking to new people?

Do you like a varied role with new challenges and responsibilities to learn as you grow into the role?


If that’s three yeses from you then perhaps this could be your next role!

We’re after a self-starter with a passion for helping our clients succeed. You’ll be the first-line of support and the biggest cheerleader for clients that want to use our agency and training services to grow their business online.


You are naturally outgoing, friendly and curious with an ability to build rapport quickly. You’re the life of the party and bring up the mood of everyone around you. You strive on building strong relationships and are a suckerr fore qualty and acuracy… (did you spot that? Did it trigger you? Then this role could be right for you.)

This role is pivotal to the rocket ship growth at SMC. You're comfortable leading the conversation on the strategic value of our products and services, whilst ensuring clients see this as a long term partnership through great results and relationships. You're confident to speak ‘advertising lingo’ confidently both internally and externally (we’ll provide full training).


If this sounds like you, read on!... but do ensure you read this job description and the requirements in full before applying. If you don’t complete the application form as required, your application will be automatically rejected.


About SMC

Established in 2012, SM Commerce (SMC) provide services and training helping elevate digital businesses to profit and grow efficiently. We run advertising campaigns, build marketing plans, come up with creative ideas as well as coach individuals and teams to be able to do this themselves too.


Headed up by Depesh Mandalia, CEO of SMC and founder of The BPM Method, we take pride in the relationship we have with our community which includes paying and non paying members. We strive to do our best to meet and beat client expectations. Will you do the same?


We are keen on keeping a balance of building a successful business, with high impact to our clients and a team that are happy and fulfilled. We believe in flexibility – nobody wants to be chained to their desk and everyone has different priorities. You aren’t going to get sideways looks when you need to spend time with your children, pump iron in the gym or simply go for a walk during the day. As long as you’re delivering the goods and available within our core hours, you are free to work in whichever way helps you work at your best.


THE ROLE

We're looking for a Client Account Manager to act as the connection between our internal team and our external clients. Your core goal is to ensure our clients achieve the goals they set out to achieve with us.

You’ll act as the client in internal meetings and represent the business in meetings with clients.

You’ll push us to keep the quality of our products and services high.

You’ll push clients to realise their true potential.

You’ll help us grow revenue through retention and publication of case studies and testimonials.


Responsibilities

  • Consistently meeting and beating client KPIs
  • NPS (net promoter scores)
  • Customer LTV (lifetime value)
  • Keep client satisfaction high through listening to feedback, tracking satisfaction scores and a continual program of improvement against targets
  • Ensure client deliverables are on-time and to the highest quality by keeping our internal team, and also our clients, accountable to agreed tasks
  • Manage client meetings, scheduling, taking and distributing actions
  • Ensure client reports are delivered on time
  • Ensure key clients are successfully onboarded
  • Regular weekly status updates and reports to senior management
  • Regular and clear communication with all stakeholders
  • Continuously develop SOPs (standard operating procedures) with each initiative and ensure SOPs are well formed and understood, ensuring the team follows the process for each part of client account management to deliver a consistently high level of quality
  • Hold regular meetings/calls with key stakeholders, clients and project teams to ensure communication remains clear and concise
  • Ensure requirements such as client goals and deadlines are captured well to avoid delays and misunderstandings
  • Support quarterly goal setting with insights and reports
  • Ensure performance reporting of key metrics is tracked and delivered to the management team to include: Client Satisfaction, Retention and Customer Services metric

Requirements


  • Knowledge of online marketing
  • Experience of customer services and client management
  • Experience of report writing and analysis
  • Experience of Google Suite (Gmail, Google Docs, Sheets etc)
  • Strong written and verbal communication skills
  • Strong presentation and reporting skills
  • Strong people skills and rapport building
  • Good project and process management skills
  • Ability to manage multiple projects
  • Excellent initiative and follow through when solving problems
  • Ability to think and communicate creatively
  • Self-starter, independent learner and highly coachable
  • Team player able to build rapport and relationships with internal and external people
  • Ability to communicate detailed or complex ideas in a simple and clear manner
  • US or EU based – NO EXCEPTIONS
  • Super organised and efficient
  • Able to juggle multiple priorities and make things work seamlessly
  • Strong attention to detail
  • This is a full-time role. We will not accept any applicants with existing clients/businesses

Benefits

  • Fully remote – work from wherever makes you happy
  • Full access to our training and community programs
  • Free access to our externally paid training programs
  • Direct mentoring from a global leading Facebook ads and marketing expert
  • Opportunity to attend agency exclusive Facebook events
  • Pay is based on experience and should be submitted at time of application
  • Quarterly company profitshare (i.e. the more profit we make the higher your bonus)

About SM Commerce

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