The Client Success Coordinator plays a critical role in ensuring an exceptional client experience by managing the onboarding process, overseeing quality assurance, and ensuring the successful fulfillment of all services. This role requires strong communication, problem-solving, and organizational skills to build client relationships, drive retention, and maintain high service standards. Success in the CSC role Means Achieving The Outcome.Key Responsibilities:● Client Onboarding & Integration (First 30-60 Days):○ Lead a seamless and efficient onboarding process, setting clear expectations and ensuring alignment on goals and deliverables.○ Conduct onboarding meetings to introduce key team members, review strategy, and outline timelines.○ Monitor client engagement during the onboarding phase, addressing any concerns and ensuring a smooth transition into ongoing services.● Strategic Direction and Analysis○ Understand the Client’s business, their needs, and other unique factors to ensure the service plan, marketing strategy, etc is tailored to their needs, not a cookie cutter approach○ CSM is NOT responsible for actively managing the ads, launching campaigns, etc. That is the Media Buyer’s responsibility○ HOWEVER, the CSM should have a deep enough background on Paid Advertising to be able to have meaningful conversations with clients regarding strategic direction, allocation of resources (Google vs Meta vs other platforms depending on situation)○ CSM should be able to interpret common KPIs and accurately and clearly relay that information and frequent updates/reports to clients, and should also have the knowledge to answer standard questions regarding campaigns and performance during Client Calls● Quality Assurance & Service Fulfillment:○ Ensure all deliverables meet the agency’s quality standards before being sent to the client.○ Identify and address any service gaps, ensuring that the client receives all promised services on time and at the highest quality.○ Work closely with internal teams to streamline workflows and improve service efficiencyClient Relationship Management & Communication:○ Conduct regular check-ins and strategy meetings to review progress, gather feedback, and ensure client satisfaction.○ Act as the client’s advocate within the agency, addressing concerns and troubleshooting challenges to enhance the client experience.● Retention & Growth:○ Proactively identify opportunities for account growth, renewals, and additional services that align with client needs.○ Work closely with sales and marketing teams to ensure a seamless transition between new business acquisition and client success.Day To Day:● Establish a cadence for check ins with all Paid Ads Clients (Minimum once a week)● Building out Ads and Loading it into Meta for Strategist to takeKeeping department organized with updates / outstanding tasks● Onboarding All Paid Ads Clients & assigning applicable parties to their dedicated tasks● Holding the team and client accountable in an 80/20 capacity○ 80%: Holding the fulfillment team accountable with due date, timelines and performance○ 20%: Holding the client accountable in providing the information we need to successfully run their services● Project Management for all existing and new Performance Related Services● Troubleshooting Client Issues / ConcernsRequirements●Foundation of advertising knowledge and terminology● Foundation of understanding paid advertising metrics● Proven experience in client success, account management, or a related marketing role.● Strong organizational skills with the ability to manage multiple clients and projects.● Detail-oriented with a strong focus on quality assurance and performance● Excellent communication and relationship-building skills.● Problem-solving mindset with a proactive approach to client needs.● Familiarity with social media, content marketing, and digital marketing strategies is a plus.Schedule: Monday to Friday from 8 am to 6 pm EST.Job type: FulltimeWork set-up: WFH
