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Customer Engagement Manager

2 months ago

Chicago, Illinois, United States Tier Eleven Full time

Note:
Before diving into the details, here are some key points to consider:
At Tier 11, we refer to the Customer Success Manager as a Client Success Owner (CSO).
We are a leading Digital Marketing Agency seeking a CSO with substantial experience in Digital Marketing, ideally within an agency environment.
*(Preferred): Experience and confidence in working within the Agile Scrum framework is a plus.
This position is fully remote and requires availability during USA hours.

Are you a champion for Client Success with a talent for achieving remarkable outcomes and enhancing client satisfaction? Do you thrive in a dynamic, fast-paced, and collaborative virtual environment? If so, we have an exciting opportunity designed for you.

Tier 11, a premier digital marketing agency with a global presence, is searching for an outstanding Client Success Owner (CSO) to join our elite team of marketers.

In this role, you will have the chance to build meaningful relationships with clients, inspire your team, and contribute to our mission of becoming a leading global digital marketing agency.

Why You Should Consider the CSO Role at Tier 11

With over 13 years in the industry, Tier 11 aims to establish itself as a world-class digital marketing agency.

Imagine collaborating with a talented, international team of over 70 professionals in a company that values and nurtures talent from within.

We foster a culture where egos are set aside, and everyone works together towards shared success, tackling complex online marketing challenges alongside some of the brightest minds in the field.

Managing an impressive $100 million in annual ad spend, we are already a significant player in the industry, further enhanced by our popular Perpetual Traffic podcast, which has over nine million downloads and ranks among the top 0.5% of all podcasts globally.

As a CSO, you will be crucial in nurturing successful relationships with our clients and ensuring their satisfaction with our services.

By leveraging your client management expertise and the exceptional skills of our team members, Tier 11 is poised for even greater success.


What You Can Expect at Tier 11:
A competitive compensation package that reflects your value to our organization, along with flexible remote work arrangements.

Opportunities for professional growth and development tailored to your unique strengths and passions, allowing you to advance at your own pace.

A diverse, inclusive, and supportive work culture, with teammates from six continents and various backgrounds, including nursing, forensic science, psychology, and military strategy.

The opportunity to contribute to our global expansion, managing over $100M in annual ad spend across multiple media channels, and helping scale brands in over 50 businesses across numerous industries.


Your Responsibilities:

As a CSO, you will be responsible for:

Building strong client relationships by understanding their unique needs, goals, and challenges, and customizing our services to meet their requirements effectively.

Ensuring client satisfaction by monitoring feedback and proactively addressing any issues that arise, ultimately contributing to reduced churn and increased client retention.

Delivering value through Scrum methodology by acting as the Product Owner, defining and prioritizing tasks for operational team specialists to maximize client success.

Facilitating effective communication as the primary liaison between our clients and our agency, ensuring smooth and efficient service delivery.

Driving revenue growth by identifying upselling, cross-selling, and new business opportunities to ensure the long-term financial success of our agency.

Championing process improvement by continuously identifying areas for enhancement in our methodologies, further increasing client satisfaction and loyalty.


Who You Are:
A successful CSO is dedicated to driving client success and agency growth.

Key Attributes of the CSO Role Include:
Strong client relationship management skills, emphasizing trust and partnership.
A client-centric approach, always prioritizing the needs and goals of the clients.
Proficiency in Scrum methodology, guiding operational team specialists to deliver maximum value.
Excellent communication and collaboration skills, ensuring clear and timely information flow between clients and internal teams.
A proactive approach to problem-solving and revenue growth, identifying opportunities to expand our agency's success.
A commitment to continuous improvement, staying informed of industry trends, and implementing best practices.

Your Daily Activities:

As a CSO, your daily tasks will include:

Engaging with clients regularly to review progress, address concerns, and ensure expectations are met.

Collaborating on project planning and execution, defining goals and objectives for upcoming sprints.

Participating in daily Scrum meetings to maintain alignment and address any blockers.

Working with cross-functional teams to ensure cohesive and effective service delivery.

Staying updated with industry trends and sharing knowledge with team members.

Identifying upselling opportunities and fostering new business for agency growth.


Key Required Behaviors:
As a CSO, your primary responsibility will be to embody and promote our agency's core values and culture, ensuring the success of our clients, team, and agency.

Your Role Will Include:

Client-Centric Mindset:
Prioritize client satisfaction by understanding their needs and goals, actively listening to their concerns, and delivering exceptional service.

Collaboration and Open Communication:

Foster a culture of collaboration and open communication within the team, ensuring everyone is comfortable sharing ideas and feedback.


Adaptability and Flexibility:

Stay current with industry trends and technologies, be open to new ideas, and adjust strategies as needed to deliver the best possible results.


Continuous Improvement:

Strive for ongoing growth and development, both personally and for the team, by seeking feedback and promoting a culture of learning and improvement.


Accountability and Ownership:
Take responsibility for the success of client projects, set clear expectations, and hold team members accountable for delivering on commitments.

Transparency and Trust:

Build trust with clients and team members by being transparent about project progress, sharing information openly, and addressing challenges or concerns as they arise.


Expected Results and Key Performance Indicators (KPIs):
As a CSO, here are some of the KPIs you will be held accountable for achieving:

Outstanding Invoice Control:
Maintain no clients with >2 outstanding invoices and manage client invoices promptly.

Red Flag Resolution:
Address 100% of identified red flags with prompt action and follow-up.

Weekly Client Status Update:
Provide consistent status updates for 100% of clients each week.

Danger/Warning Tag Control:
Proactively address potential client issues.
Onboarding Time To Value (TTV)

Achievement:
Ensure timely and high-quality achievement TTV for each client.

Onboarding Call Scheduling:
Efficiently schedule client onboarding calls without delays.

Scrum Product Owner Success Metrics:
Complete all Product Owner tasks with quality work, as per the playbook scorecard.

Organized Client Meetings:

Book and manage client Zoom calls, ensuring call agenda completion, punctuality, and timely posting of call notes for team visibility.


Closing Thoughts:


Tier 11 is more than just a digital marketing agency - we are a collective of disciplined, driven, passionate, and talented professionals, committed to delivering exceptional results for our clients.

If you're ready to elevate your career and make a real impact in a fast-paced, collaborative, and global environment, we invite you to consider joining our team as a Client Success Owner.