Client Success Manager

About the Company:

Market My Market is a digital marketing agency focused on providing outstanding SEO results for clients in the Legal, Dental, and Specialty Medical industries.

About the Role:

The Client Success Manager (CSM) is crucial in ensuring an exceptional client experience for Market My Market’s digital marketing clients. This role collaborates closely with the Client Experience Management (CXM) team and serves as a key liaison between internal teams, assisting with the coordination and execution of marketing activities. The CSM will report to the Director of Client Success.

Key Responsibilities:

• Client Liaison & Account Coordination:
  • Manage day-to-day coordination of client account activities from initiation to completion.
  • Serve as the additional set of eyes and ears during client calls, helping to “read between the lines” while the CXM interfaces directly with the client, ensuring key insights and needs are captured.
• Meeting Coordination & Participation:
  • Schedule and facilitate internal and client-facing meetings, ensuring effective and timely communication.
  • Prepare agendas with consultative recommendations tailored to each client’s campaign phase, sending them in advance for preparation.
  • Ensure follow-ups on deliverables and any loose ends from prior conversations are included in the agendas.
  • Document action items during meetings and ensure proper follow-up.
  • Collaborate with the CXM to prepare the “3 takeaways” for each meeting—unique consultative insights tied to the client’s current needs and campaign.
• Project Management:
  • Update and manage tasks in the company’s project management system, ensuring deadlines and deliverables are met.
  • Work with internal teams to maintain efficient workflow and on-time delivery.
• Content Support:
  • Assist in the delivery and tracking of content projects, ensuring timeliness and quality are maintained throughout the process.
• Reporting:
  • Compile, assemble, and distribute monthly marketing performance reports for clients.
  • Analyze trends and apply industry knowledge to highlight significant performance changes.
  • Provide an additional perspective on any trends, both positive and negative.
  • Use 3-month rolling averages for key metrics to offer a comprehensive view of performance over time.
• Analytics and Systems Management:
  • Assist with the setup and management of systems such as GatherUp, Callrail, and Agency Analytics as needed to track and communicate campaign performance.
• Quality Assurance:
  • Conduct quality checks on client assets, including website reviews and other marketing deliverables, ensuring accuracy and alignment with client goals.

KPIs

• Client Satisfaction Score (CSAT): Measure the satisfaction of clients through regular feedback surveys and ensure an average score of at least [specific target] on a monthly or quarterly basis.
• Task Completion Rate: Track the percentage of tasks and projects completed on time within the project management system, with a goal of maintaining at least a 95% on-time completion rate.
• Monthly Reporting Accuracy: Ensure 100% accuracy and timely delivery of monthly marketing performance reports for clients.

Requirements:

• Must have at least 2 years of experience in an agency setting
• Experience with Hubspot, Asana or other internal ticketing systems
• Experience working in cross-functional teams remotely
• Understanding of organic digital marketing strategies
• Attention to detail
• Able to adapt to change and be outspoken about what could make internal processes better and marketing approaches for clientele better
• Overall proactiveness with having a positive impact on anything that they’re working on
• Tech-savvy
• Confident, goal-oriented
• Great verbal and written communication
• 4 year Bachelors Degree 
• Experience with Dental or Medical industry a plus

Market My Market's Core Values:

• Core Values
• Do What You Say
• Be Honest and Transparent
• Proactive, Not Reactive
• Be Thought-Leading
• Instill Trust Through Consistent Accountability
• Always Do Better, Always Be Better
• Do the Right Thing

Compensation and Benefits:

The salary range for this role is $55,000 - $65,000, commensurate with experience.

This is a salaried position with benefits such as PTO and Health Insurance (immediately) and 401k (after 1 year).

This is a full-time remote position that must be located in one of the following states:

• Alabama
• California
• Colorado
• Florida
• Iowa
• Illinois
• Maryland
• North Carolina
• New Jersey
• New York
• Pennsylvania
• Texas
• Utah
• Virginia

All emails will come from a @marketmymarket.com or @applytojob.com domain only. All other emails are fraudulent. We will never interview candidates via Microsoft Teams.

About Market My Market

Market My Market delivers completely customized, full service marketing campaigns that bring companies to life online. We pride ourselves in delivering results that directly impact business. Our ideal client is a small to medium sized medical office or law firm with a focus on personal injury, family, criminal defense and employment law.  

We believe in growth, accountability, and ownership. The right person for this role will be on track for endless opportunities, and will enjoy the transparency of knowing their work is having an impact.