Customer Success Manager

1 month ago

Miami, United States Windows & Doors Marketing Pros by Kocer Media Full time

About WDMP Kocer Media

Kocer Media is a Lead generation Agency through Facebook, Google, and organic channels. We are niched in Window Replacement Companies in the USA.


We are a startup at a fast growing rate currently with a team of 7.


Our Mission

Windows & Doors Marketing Pros Helps Window replacement businesses increase sales & grow their revenue by getting their Digital Marketing Right. We are on a mission to Triple the size of 100 Windows & Doors Installers.


Culture

We operate on the principles of collaboration, empowerment, support, and mutual respect for each other, our clients.


It's very much a high-energy startup atmosphere with a relaxed, friendly vibe. We’re a real team, supporting each other across lanes, and each of us, from leadership down, are personally invested in our clients and their success. 


Management Style

Responsive, supportive, and empowering with a mandate to support and enable the team to succeed. Expectations are high, but always fair and balanced with the clarity, guidance, and resources necessary to achieve them.


Our open door policy is not just lip-service and team members are encouraged to innovate on their roles and share ideas and feedback even if it's 'out of their lane'. 


Job Description

The primary role of the Client Success Manager is to ensure that our clients receive the support, attention, and guidance to make the most of our services in order to succeed.


As a CSM, you’ll be your clients’ main point person inside the program and collaborate with the Project Manager, Media Buyer, and Leadership to continually innovate on and optimize client experience and program quality.


This is a 100% remote position based on EST hours.


What This Job Entails:


  • Managing 30+ clients, serving as their primary point of contact
  • Onboarding new clients including 1-1 calls, game planning, and expectation-setting
  • Developing and maintaining long-term client relationships
  • Gathering feedback to maintain and optimize product quality & delivery 
  • Collaborate with sales & fulfillment teams to continually innovate on and improve client experience & results
  • Managing the entire client lifecycle including onboarding, check-ins, billing, as well as upselling/cross-selling/ referring clients on relevant products & services


Role Requirements 


  • Excellent interpersonal skills
  • Excellent English verbal & written communication skills
  • You genuinely like people and enjoy speaking with them every day
  • Comfortable using Zoom on camera and speaking both 1-1 and in groups
  • A people person, not a people pleaser–you're able to diplomatically and respectfully disagree with people, including clients, colleagues and higher-ups, and advocate for your position
  • Reliable–you follow through with commitments to the team and the clients
  • Self-starter–able to meet deadlines and work independently
  • Cool head–you’re able to deal with unexpected situations calmly and logically
  • Empathy–able to see the client journey through the client's eyes
  • Confidence–you must feel comfortable being in an advisory position and asserting gentle but firm control of conversations and situations as needed
  • Team player–able to collaborate with other teams and advocate for client interests
  • Attention to detail, ability to multitask and prioritize tasks and projects in a dynamic environment
  • Aptitude with technology and comfortable adopting new or unfamiliar software & applications
  • Coachable–you want to learn, develop, and do better
  • Proactive–you strive to get ahead of potential problems, instead of waiting for them to materialize


Before you proceed: If a client management position is a fallback, and you secretly long for the day when you’ll no longer be dealing with clients 80% of your day,  please do not apply. 


Even if you meet every single requirement above, you won’t be good at this job if you don’t love it.


Required Experience


  • 1+ year of client success or account management experience in Marketing/Digital Agency
  • -or-
  • 3+ years of high level relationship-focused client-facing experience i.e. sales, client education/product advisor roles, (part-time, project-based, and volunteer roles count)
  • Technical Software Skills, such as actively using CRM, and Project Management tools. Asana, GHL, Slack, Facebook Business Manager
  • Experience working in agency/ startup environments preferred


Compensation


  • 1099 Contract, Full time
  • $20-$28/hr (depending on experience)
  • Time Tracker tool is mandatory to track performance
  • + $300 on every upsell
  • + Retention Bonus


Benefits


  • Remote position
  • Competitive pay (+ uncapped upsell/ cross-sell commission)
  • Upward mobility

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