Senior Customer Success Manager (Fully Remote)

About the Role:

The Senior Customer Success Manager at Impremis Marketing is a pivotal role with high potential for career growth, even offering the prospect of evolving into a CEO role. This individual will be instrumental in cultivating client relationships and ensuring the flawless execution and delivery of digital services. This role goes beyond maintaining client relationships; it encompasses the comprehensive oversight of projects and mandates that every deliverable perfectly aligns with the client's vision and objectives. The ideal candidate will have proficiency in digital communications, project management, and a profound understanding of the digital landscape, such as Facebook/Google ads, Branding, eCommerce email marketing, and Web Development. This role offers various bonuses and the potential for equity, reflecting our value in this pivotal position.

What We Don't Want:

• Middle-Man Mentality: We are looking for something other than a candidate who merely conveys messages between the team and the client. We need a proactive individual who can take charge, make decisions, and be accountable for the outcomes.

• Lack of Initiative: Candidates who wait for instructions and show no drive to lead projects and client interactions are unsuitable for this role.

• Inability to Make Decisions: We do not want someone who cannot make crucial decisions independently and requires constant guidance and approval.

• Poor Problem-Solving Skills: Candidates who need help identifying, analyzing, and solving problems effectively and efficiently are not fit for this role.

• Lack of Digital Knowledge: A candidate must have a solid understanding and hands-on experience in the digital landscape, including digital marketing, advertising, and branding concepts to be suitable.

• Ineffective Communication Skills: We do not want individuals who cannot communicate transparently, effectively, and confidently with clients and internal teams.

• Non-Strategic Thinker: Candidates who cannot think strategically and need a forward-thinking approach to digital service delivery differ from what we seek.

• Unwillingness to Learn and Adapt: We are not interested in candidates resistant to learning new skills, adapting to changes, and growing with the evolving digital landscape.

What We Want!

Desired Traits:

• Client-Centric Approach: A strong focus on understanding and meeting clients' needs in the digital sector.

• Strategic & Analytical Thinking: Ability to think strategically and analyze information effectively to improve digital service delivery.

• Exceptional Communication Skills: Strong ability to communicate clearly and effectively with clients and internal teams.

• Leadership & Team Management: Proven ability to lead and manage teams effectively to achieve digital service goals.

• Problem-Solving Abilities: Ability to resolve issues efficiently, ensuring client satisfaction and project success.

• Sales Acumen: Strong sales skills with the ability to identify and pursue digital service expansion opportunities.

Key Responsibilities:

• Digital Client Relationship Management: Develop and maintain strong, long-lasting client relationships in the digital realm, ensuring high levels of client satisfaction.

• Digital Service Oversight: Oversee the delivery of digital services and projects, ensuring alignment with client expectations and company standards.

• Team Collaboration & Leadership: Work closely with internal teams to ensure cohesive and collaborative service delivery, leading the team toward successful project completion.

• Strategic Account Growth: Identify opportunities for account growth and expansion in digital services, driving increased revenue and client satisfaction.

• Contract & Budget Management: Manage contracts and budgets efficiently to ensure the optimal allocation of resources and maximize profitability.

• Performance Analysis & Reporting: Regularly analyze and report on the performance of digital services, making strategic recommendations for improvement.

• Client Retention & Satisfaction: Implement strategies to retain clients and ensure their ongoing satisfaction with the digital services provided.

Qualifications:

• Educational Background: Bachelor's degree in Marketing, Communications, Business, or a related field is a bonus.

• Experience: Minimum of 5-7 years of experience in customer service management, focusing on digital services, preferably in a marketing or advertising agency.

• Digital Expertise: Strong understanding and hands-on experience in digital marketing, advertising, and branding concepts.

• Proven Track Record: Demonstrated ability to manage client relationships effectively and drive business growth in the digital sector.

Key Performance Indicators:

• Digital Revenue Growth

• Digital Client Satisfaction Levels

• Client Retention Rate in Digital Services

• Success Rate of Digital Projects

• Achievement of Digital Revenue Targets

Originally posted on Himalayas

Puesto de trabajo: Customer Success
Conocimientos/habilidades: Ventas