Client Success Coach

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

📋 Description

• Act as the main point of contact for clients regarding their marketing services and the success of the program.

• Foster strong partnerships with clients and gain a deep understanding of their needs.

• Recognize client business objectives and utilize marketing strategies and products to assist in achieving them.

• Address client requests in accordance with current SLA standards and coordinate internally for resolution.

• Monitor and troubleshoot clients' social media and reviews dashboards.

• Conduct monthly or quarterly meetings with assigned clients based on their selected package.

• Provide support via phone, email, and web conferencing as necessary.

• Ensure clients receive the access, implementation, training, and support outlined in their service agreements.

• Review client websites on a weekly basis to identify potential issues and escalate them as needed.

• Prepare monthly reports detailing marketing performance and advertising metrics, along with education and strategic recommendations.

• Identify growth opportunities for GeniusVets or LifeLearn products.

• Share successful client metrics to create excitement and appreciation.

• Deliver monthly social content calendars utilizing pre-made content and custom post templates when appropriate.

• Monitor, escalate, and interact 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 and update health status accordingly.

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

• Carry out other duties as assigned by management.

⛳️ Requirements

• A minimum of 1-2 years of experience in digital marketing, including website management, SEO, or social media.

• Familiarity with current trends in digital marketing.

• Comfort with extensive involvement in client meetings and strategic account management.

• Proficient in facilitating meetings and managing client relationships effectively.

• Strong communication skills and adept at handling detailed feedback.

• Ability to quickly adapt, shift priorities, and maintain focus in a rapidly changing environment.

• A strong work ethic and the capacity to maintain efforts toward long-term objectives.

• An analytical mindset with the capability to make recommendations, decisions, and solve problems.

• Excellent written and verbal communication skills.

• Detail-oriented in documentation practices.

• Experience communicating with technical staff, non-technical staff, teammates, and various levels of leadership.

• Working knowledge of social media platforms, including Facebook, Instagram, YouTube, TikTok, and LinkedIn.

• Proficiency in using Google Drive.

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

• Regular and reliable attendance is required for this full-time position.

• Experience in the veterinary industry, basic SEO knowledge, additional marketing experience, basic website editing/Drupal skills, and remote work experience are advantageous but not mandatory.

🏝️ Benefits

• Remote work opportunities.

• Full-time employment status.

• Possible requests for overtime and weekend work if necessary.