Client Success Manager

Hey Frankie

Hey Frankie is a performance-based e-commerce marketing agency specializing in customer acquisition and revenue optimization. We are looking for a Client Success Manager to join our team.

We are a boutique agency that likes beating the pants off of bigger agencies. If you like to win, are knowledgeable in the e-commerce space, and have client facing experience, please keep reading.

Role Overview: As a Client Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our clients. You will leverage your e-commerce expertise and client interaction skills to drive growth, retention, and exceptional service delivery.

Responsibilities:

Client Relationship Management:

  • Serve as the primary point of contact for assigned clients, understanding their needs and goals to build strong, lasting relationships.
  • Conduct regular check-ins and meetings to assess client satisfaction, address concerns, and identify opportunities for collaboration.

Account Management and Growth:

  • Collaborate with clients to understand their e-commerce objectives, offering tailored solutions and product recommendations to drive mutual success.
  • Identify opportunities for account growth and upselling, working closely with the Sales team to expand client portfolios.

Onboarding and Training:

  • Facilitate the onboarding process for new clients, ensuring a seamless transition and providing training on our products/services.
  • Educate clients on best practices, industry trends, and new features to maximize their utilization of our offerings.

Issue Resolution and Escalation:

  • Act as a liaison between clients and internal teams, coordinating the timely resolution of any escalated issues or concerns.
  • Proactively address potential challenges to prevent disruptions in client satisfaction and usage.

Data Analysis and Reporting:

  • Analyze client data and usage patterns to derive insights, presenting findings and recommendations to optimize client success.
  • Prepare regular reports highlighting key performance metrics and progress against client goals.

Requirements

  • Bachelor’s degree in Business, Marketing, or a related field.
  • 3-5 years of relevant experience in e-commerce, account management, or client success roles.
  • Proven track record of managing client relationships and driving results in a fast-paced environment.
  • Strong understanding of e-commerce principles, platforms, and trends.
  • Excellent communication, negotiation, and presentation skills.

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