Client Success Advisor

📋 Description

• Take ownership of and oversee a portfolio of valuable client accounts.

• Conduct organized client meetings, each featuring a prepared agenda with data-informed suggestions regarding performance, security, accessibility, and SEO.

• Recognize and secure growth opportunities within current accounts, including tier upgrades, development retainers, and additional project initiatives.

• Keep track of client consumption in relation to the planned scope.

• Directly address any misalignment and manage discussions for tier upgrades when usage consistently surpasses plan coverage.

• Engage in active Client Specialist discussions when larger commercial opportunities or tier discrepancies are detected, even if a ticket is already in progress.

• Ensure delivery teams are accountable for quality and adherence to timelines.

• Identify risks early and escalate issues directly before they arise in client-facing meetings.

• Lead monthly client review sessions, ensuring all work presented meets quality standards and timeline commitments.

• Navigate challenging client discussions regarding scope, pricing changes, and resetting expectations.

• Collaborate with delivery, support, and development teams on larger projects while maintaining ownership of the client relationship throughout the process.

• Respond to tier upgrade indicators raised by the support team and convert qualified opportunities.

⛳️ Requirements

• Over 4 years of experience managing client relationships in a B2B services or agency setting.

• Strong background with WordPress and web technology services, along with their influence on client KPIs (e.g., understanding how enhancing site organization can boost lead generation).

• Proven ability to identify and capitalize on account expansion opportunities.

• Comfortable engaging in direct commercial discussions around pricing, scope, renewals, and upgrades.

• Willingness to advocate internally when delivery quality, timelines, or commercial opportunities necessitate intervention.

• Ability to collaborate across teams and step into active workflows of colleagues when the client situation calls for it.

• Excellent remote communication skills.

• Capable of building trust and managing relationships without the need for in-person interactions.

• Comfortable functioning in a role with an evolving structure.

🏝️ Benefits

• Fully remote role.

• Availability required during US business hours.

• Travel is not anticipated.