Client Success Coach

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary liaison for clients regarding marketing services and ensure the success of programs.

• Develop strong partnerships with clients to comprehend their needs and business objectives.

• Utilize marketing strategies and products to assist clients in achieving their goals and realizing the value of the platform.

• Address client requests within current SLA standards and collaborate with internal teams for resolution.

• Oversee and troubleshoot clients' social media and review dashboards.

• Schedule meetings with assigned clients at least monthly or quarterly based on the service package.

• Provide client access, implementation, training, and support in accordance with service agreements.

• Monitor client websites weekly, identify potential issues, and escalate as necessary.

• Deliver monthly reports on marketing performance and advertising metrics, including educational insights and strategic recommendations.

• Identify opportunities for clients to leverage additional GeniusVets or LifeLearn products.

• Present performance metrics that showcase successful outcomes.

• Create and distribute monthly social content calendars utilizing pre-made content and custom post templates when applicable.

• Monitor, escalate, and actively engage with client reviews and social media accounts within SLA standards.

• Illustrate how products and services align with customer objectives and desired outcomes.

• Review client accounts weekly in Salesforce, updating health status and noting at-risk clients.

• Escalate at-risk clients to the Manager and Head of Client Success as per the Escalation Playbook.

• Undertake additional duties as assigned by management.

⛳️ Requirements

• At least 1–2 years of experience in digital marketing, encompassing website, SEO, and social media.

• Knowledge of current digital marketing trends.

• Comfortable with significant client engagement and strategic account management.

• Proficient in meeting facilitation and client management.

• Excellent communication skills with the ability to provide detailed feedback.

• Capable of quickly adapting and shifting priorities in a rapidly changing environment.

• Strong work ethic with a commitment to long-term objectives.

• Analytical mindset with skills in recommendation, decision-making, and problem-solving.

• Advanced written and verbal communication abilities.

• Detail-oriented in documentation practices.

• Experience in communication with technical staff, non-technical staff, teammates, and all levels of leadership.

• Familiarity with social media platforms such as Facebook, Instagram, YouTube, TikTok, and LinkedIn.

• Experience with Google Drive.

• Must be able to lift a minimum of 20 pounds.

• Regular and reliable attendance is essential for this full-time role.

🏝️ Benefits

• Fully remote work opportunity.

• Experience in client-facing and strategic account management.

• Regular client meetings and access to web conferencing.

• Potential for overtime and weekend work as necessary.