Digital, Client Success Manager

Fort Myers, FL
30+ days ago

Job Description

Client Success Managers are the stewards of our client relationships. The key focus of the Client Success Manager role is overseeing and managing the client’s expectations with the products and services they run with us (overall campaigns) and aiding in their success when working with us. This involves communicating with both the client (actual client, sellers, and market leaders) and internal teams across our entire organization to ensure the client’s expectations (benchmarks, KPIs, timelines, and goals) are met, and their experience in working with us takes on a partnership feel, rather than a transactional relationship. Oftentimes, this means being a translator, teacher, and an advocate for the client’s needs, and working with all resources available to meet those needs.

Communication on performance and metrics across all placements is imperative to our success in working with clients. However, this communication and reporting is only the first step. With robust client relationships, campaign reporting takes on a deeper meaning. Guidance through the often difficult-to-understand detail, as well as explanations on shifts and optimizations, are an essential part of the conversation, and are followed by thorough recommendations and guidance on how we as a company plan to move forward towards their success.

This role oversees ongoing strategic conversations around:
  • Local Owned & Operated paid media strategies
  • Google Ads, Targeted Display, Facebook paid media strategies
  • Remarketing
  • Specialty advertising
  • Targeted Email
  • Website - strategy discussion and recommendations
  • Social and Reputation Management - strategy discussion and recommendations
  • Text-based advertising
  • SEO - strategy discussion and recommendations
  • Creative - strategy discussion and recommendations
  • Content Marketing - blogs and sponsored content - strategy discussion and recommendations
  • Video - strategy discussion and recommendations
  • UNDERSTAND the Client’s Business Goals. Always.
  • COMMUNICATE. Communicate. Communicate.
  • STRATEGIZE. Set up, lead and participate in internal strategy meetings when large campaigns are sold -
pulling in all key stakeholders or team members across departments to ensure we’re aligned on the client’s business goals and strategy forward.
  • MEET WITH CLIENTS on an as-needed basis with your sales reps, not solely to deliver reporting
or status updates, but also to learn what’s new and changing within their business.
  • PROVE SUCCESS with regular reporting conversations. Take ownership for leads and revenue
that you generate through reporting.
  • OWN PROBLEMS. Work to resolve any problems, issues and campaign problems both quickly
and effectively. This means working with all necessary team members, communicating in a timely manner, and “owning” the client’s issue until it is resolved.

Client Benchmark Spends, Workflow & Deliverables:
This role’s focus is on the “SMB” or small-to-medium business category, defined as up to $30,000 annually. The role will include aspects of the following:
  • Pre-Sales Support
  • Campaign Deployment
  • QA Reporting
  • Finding Optimizations & Opportunity for Growth
  • Campaign Review
  • Benchmark Data
  • Case Studies
  • Support your sellers with information, insight, communication, transparency, intelligent initiative, research, recommendations, and optimization strategies.
  • Communicate successes and deliver in-depth reporting, identify potential optimization and/or upsell opportunities, and present these opportunities to your sellers and clients as they arise.
  • Maintain a working onboarding process including in-spec creative, tactic documentation
and steps needed to get each tactic live.
  • Work with your Client Success Strategist at Amplified Digital Agency for any outlier strategies that you need help understanding. They can provide you the resources to get you started.
  • Be prolific in your understanding of our standard local and agency platforms.
  • Proactively identify and troubleshoot campaign issues.
  • Develop and refine local KPI benchmarks, and work with your agency Client Success Manager as your resource for agency KPI benchmarks.
  • Build out internal documents, frameworks and playbooks.
  • Develop a customer journey that our customers will love.
  • 5+ years of experience in digital media, marketing, digital sales, or digital operations experience.
  • 3+ years of experience in a Customer Success leadership role or similar, leading the development of customer support or operational teams.
  • Proficient with CRM tools (e.g. Salesforce/HubSpot).
  • Proficient with Google Ads, Facebook, and targeted display paid media platforms.
  • Achieve and maintain Google certifications for Google suite of products (Search,
Display, Video, Shopping, Analytics).
  • Website development and SEO best practices a plus.
  • Metric-driven and operationally minded, with excellent execution skills.
  • Passion for developing deep customer relationships at all levels built on trust, authenticity, and results.
  • Strong leadership skills that demonstrate your ability to think strategically, execute tactically, and collaborate effectively with key stakeholders internally and externally.
  • Ability to work transparently in a team-driven environment.
  • Strong bias for speed, yet detail-oriented to ensure customers are satisfied.
  • Clear and direct written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate with both technical and non-technical audiences are necessary.
  • Ability to successfully navigate difficult conversations with customers with empathy and proper expectations, balancing the best interests of both the customers and the company.
  • Not afraid to wear many hats, create processes, maximize output, think outside the box, and use creative problem-solving.


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