FLSA Status: Salaried, Exempt

Here’s an overview of the Client Success Manager we’re looking for.

All right, Client Success Manager, let’s talk specifics.

We’ll depend on your marketing magic a lot in our day-to-day operations, so we’ll need you here in our Cheyenne office. (Bonus for you is that we’re super fun. Also, completely unbiased about that.)

As a Client Success Manager, you’re responsible for ensuring the West Edge Collective service model meets and exceeds client expectations. You’ll consistently identify new ways to help clients meet their goals by collaborating with the Marketing Strategist and team, and you’ll put the highest priority on fast, accurate communication with our client partners.

More than anything, a Client Success Manager places the highest value on client satisfaction and making sure our clients feel like they’re part of the team.

What does a Client Success Manager do?

  • Handles all client communication
  • Creates all spec sheets as a way to communicate clients needs and expectations
  • Manages all opportunities (leads) as they relate to current clients
  • Updates client contacts consistently
  • Uses Workamajig as an active Customer Relationship Management tool to track client communication
  • Communicates hard dates and needs to clients
  • Responds to client communication (email, voicemail, text message) within one working day
  • Manages all execution of client spend with oversight provided by Marketing Strategist
  • Creates reporting documents as related to client goals
  • Reviews project plan for key client dates
  • Reviews client budgets to ensure client goals are being optimized within current amount
  • Ensures all information is received from client and distributed to project manager
  • Works with Marketing Strategist to continue creating client growth opportunities
  • Seeks out additional tools and platforms to create and support client success
  • Leads client growth and discovery process
  • Drives client marketing goals for Marketing Strategist approval and sign off

Client Prospecting and Onboarding

  • Manages Opportunity information through the system, ensuring information is accurate for agency forecasting
  • Communicates with new and prospective clients to understand their success metrics
  • Uses set criteria to understand client’s fit with the agency and its core values
  • Develops proposal brief spec sheet on potential clients
  • Serves as lead communicator through RFP process, as well as execution of response
  • Adds needed contact and company information to Workamajig; manages and updates information as needed
  • Leads and defines the agency onboarding process
  • Educates current and potential clients on working with an agency and agency process
  • Presents and communicates finalized Proposal document to clients
  • Works with Project Manager to understand and finalize client Scope of Work
  • Ensures all clients have signed Scope of Work document

Project Lifecycle

  • Ensures WEC’s core values are fulfilled through daily and weekly client communication
  • Creates spec sheets for additional projects
  • Collaborates with Marketing Strategist through Growth Marketing process
  • Works collaboratively with Production team to understand process for each client deliverable and be able to better educate client
  • Ensures client has ongoing list of “wish list” tactics that benefit that client’s success metrics. Communicates and advocates tactics with client.
  • Serves as the client advocate during all internal meetings
  • Works collaboratively with project team to make the best use of client’s budget to marketing and growth goals
  • Ensures all deliverables meet or exceed client expectations

Client Relations

  • Manages daily and weekly communications between the agency and the client
  • Effectively communicates agency value to client
  • Nurtures client relationship
  • Identifies ways to increase client satisfaction
  • Stays aware of and validates communications that may affect project plans, budgets or resources
  • Educates clients on both the marketing process and the importance of adherence to project plan dates
  • Keeps the client informed of upcoming deadlines and needed feedback
  • Provides clients with meeting summaries, identifying action items and responsible parties for each task supplied by project manager
  • Feels comfortable navigating Workamajig to find key client information in project
  • Handles any client resolution tactics, as needed

Billing / Project Completion

  • Collaborates with Operations team to ensure projects and billings are set up properly
  • Works with client to get signoff on additional projects or change orders
  • Follows up with clients on any outstanding billing

Experience / Education

Experience

  • Minimum four years’ experience in marketing, preferably on either side of an agency—inside or as the client working with a marketing agency
  • Understanding of or experience with full-service marketing, including marketing research and discovery, digital marketing, website development, copywriting, public relations, advertising, and more
  • Proven ability to understand the technical impact of a project scope as it relates to supportability, scalability and repeatability, and understand the business impact to the agency and the clients
  • Track record of facing problems intelligently and with confidence, overcoming obstacles with limited time or resources, and maintaining composure under pressure
  • Team player mindset
  • Solid customer management skills
  • Excellent communication and interpersonal skills
  • Superior copywriting skills and attention to detail
  • Willingness to collaborate on a variety of projects
  • Comfortable in a rapidly changing work environment

Education

  • Preferred Bachelor’s degree in business management, marketing, operations, project planning or other related field

Position will remain open until filled.


  • Accepted file types: pdf.
    (Please upload a Portfolio PDF if your portfolio is not available online.)