Manager of Customer Success, Digital Marketing

We're looking for an experienced Manager to lead our dedicated Account Management team! In this role, you will lead a team committed to delivering exceptional service to Small and Medium-Sized Businesses in Website Design & Development, SEO, PPC, Social Media, Reputation Management, and Content Marketing. In this role, you will promote collaboration and drive results, ensuring client satisfaction and facilitating account growth. 

ABOUT THE COMPANY

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency.

OBJECTIVES

• Lead a digital marketing Account Manager Team, promoting a culture of collaboration and results-oriented performance. 
• Mentor successful client relationship management in a team that serves as the primary contact for SMB marketing agency clients, specializing in Website Design & Development, SEO, PPC, Social Media, Reputation Management, and Content Marketing. 
• Implement retention and growth strategies to improve client retention and recognize opportunities for account expansion within online marketing services. 
• Collaborate closely with cross-functional teams to deliver comprehensive solutions tailored to client objectives.
• Work with the team to identify and pursue upselling and cross-selling opportunities across the agency’s range of offerings.
• Track and analyze key performance indicators (KPIs) related to customer success in marketing services, ensuring the team consistently meets or surpasses targets. 
• Leverage data analytics to pinpoint improvement areas and develop strategies to enhance service delivery.
• Craft and deliver effective communication plans to keep marketing clients informed and engaged throughout their campaigns. 
• Handle complex client issues or escalations, ensuring timely resolution and maintaining high levels of client satisfaction.
• Ensure meticulous documentation of client records and assist in generating comprehensive reports on customer success metrics and team performance

COMPETENCIES

• Demonstrate strong leadership capabilities to manage and support a team of account managers, fostering a positive and collaborative work environment.
• Possess extensive account management experience managing clients accounts, with expertise in client onboarding, maintaining relationships, and driving growth, ideally within marketing or SaaS services. 
• Have a foundational understanding of digital marketing principles and trends, offering strategic guidance to clients across various channels.
• Excel in building and sustaining strong client relationships through effective communication and a keen understanding of client needs to ensure satisfaction.
• Skilled at analyzing client performance and feedback to improve satisfaction and retention, developing strategies for growth and working closely with account managers.
• Proficient in sales principles, identifying upselling opportunities by aligning additional services with client objectives, and collaborating with account managers.
• Exceptional communication skills, both written and verbal, to effectively convey strategies and insights internally and to clients.
• Strong analytical skills for data-driven decision-making, tracking performance metrics, and addressing client issues to ensure optimal client satisfaction.

EXPERIENCE AND EDUCATION

• 2+ years of experience managing and building high-performing customer success teams. 
• 5+ years of account and client management experience with a strong record of achieving retention and growth targets.
• 5 + years experience with CRM tools, Microsoft or Google Office Suite of products.
• Digital Marketing Experience preferred but not required
• Bachelor’s Degree in business, marketing, or a related field preferred. 

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods attending or presenting on video calls with camera on.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements.

COMPANY BENEFITS & PERKS

• Health Benefits: United Health Medical plans (with Company HSA Contribution), MetLife Dental plans, Vision plan, Life Insurance, Disability Insurance and more
• Paid Time Off: 15 days of PTO accrued annually, 6 paid holidays, plus 4 floating holidays
• Retirement Savings: 401K 
• Parental leave: Inclusive and supportive parental leave policy
• Peer-to-peer Recognition: We call it BizBucks - a rewards program where you can receive weekly prizes Including Amazon gift cards or other prices. 
• Award Winning Culture: A fun, energetic workplace, with a supportive atmosphere, no traveling required

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.