The Client Success Coordinator (CSC) will work directly with assigned Customer Success Managers to provide them with relevant and actionable reporting, analytics, and consultation, so they are able to best inform and support our customers. The CSC will take ownership of client status tracking, data analysis, and monthly reporting. They will also work closely with the sales team to ensure that we are providing a favorable customer journey to increase repeat business and customer retention.
What You’ll Do:
· Partner with assigned pod to deliver best-in-class service to dedicated book of business.
· Proactively and regularly communicate with clients for creative approvals, revisions, and status checks.
· Report to clients on active campaigns with extensive knowledge of digital marketing channels, client goals, benchmark metrics, audiences and messaging.
· Manage progress, performance, and reporting of recently added campaigns or budget increases for assigned book of business.
· Provide first line of support and troubleshooting with the client – work closely with technical support team to escalate and follow through on Customer Support cases.
· Conduct data analysis projects to utilize data for client consultations.
· Manage customer data and reports requests, and assist in making adjustments/changes to client info in Salesforce.
· Perform account management activities to attain higher product adoption, customer satisfaction and client engagement.
· Assisting in the preparation of Business Reviews with client stakeholders and identify ROI and opportunities
· Assist in communicating with clients regarding product releases, marketing event attendance, webinar schedules, for example.
· Be a part of creating a Client Success culture by advocating for the client cross-functionally and translating business/product needs to internal teams.
· Responsibly received, transmit and handle consumer and customer data per company data handling agreements, work procedures and policies.
· Review and follow data privacy practices, and company policies and guidelines.
· Additional duties as assigned
What You Bring:
- Bachelor’s degree with 1-3 years of experience, or equivalent combination of education and/or experience.
- 2+ years in customer-service oriented role, at least 1 year in marketing or account management based role preferred
- Salesforce experience is a plus
- Strong empathy for customers and passion for revenue and growth
- Understands and sees value in client success activities: onboarding, training, engagement, revenue expansion, and support
- Innovative in process and technology
- Excellent organization, project management, and time management skills
- Superior communication and presentation skills – orally and in writing
- Must be eligible to legally work in the United States.
Force Marketing and its family of brands is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Force Marketing
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