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Client Success Partner [Digital]

The Client Success Partner is responsible for the success of customer accounts with the organisation. They work hand in hand with our clients to help grow the business through strategic digital marketing. They are the client’s go to person for questions, strategy and ideas. They work to ensure clients are getting the love they need.

You must love helping businesses succeed. Having a love of data and how to use campaign metrics to make informed business decisions should be one of your favourite things to do. We have a team that does the ad buying, email building, crm automations, etc. But they need someone like you to give them the direction to make sure the client’s KPIs are met.

You’re the client’s internal advocate inside the agency. Making sure the team does what you need them to do to get the results.

This role is pivotal to the retention of clients within the business. You should be the first point of contact for the client, making sure that you are developing authentic and strong relationships.

Strong emotional intelligence is required. Clients at times may be panicking or stressed. It’s important that you can communicate clearly and bring clients back on track, making sure they are at ease. It’s this person’s role to always have the clients best interest at heart, making sure our marketing campaigns are driving them to hit their goals.

This role requires exceptional attention to detail. You love a good plan of attack and making sure that all things are covered. You’ll have a Project Management team who will manage the roll out, but you’ll need to be across what you need to keep the client informed. You will be acting as the brand guardian, making sure that brand guidelines are followed and that the team has delivered on the brief.

Clear communications skills are paramount, making sure that you clearly articulate any requests from the client to the Project Manager, making sure that a clear brief has been delivered for delivery.

Misfit Digital is a kick ass boutique digital strategy agency based in Northcote. We work on a variety of clients who are doing awesome things. We do normal hours, work with amazing people, and do great work. It’s a high performance environment and we make sure all the team spends time on their professional and personal development. We have a flexible workplace policy. Do the work, when you want, how you want. We have a pretty good time.

Roles and Responsibilities

Manage a portfolio of client accounts
Build and maintain relationships with clients often through regular face to face/video contact and meetings
Act as the first point of contact for client questions and requests regarding campaigns
Provide strategic direction to clients, helping them to make the right decision based off data
Talk to other departments in the organisation in order to brief in client requests
Work with the Project Management team to update on client timelines & requests
Analyse client reports and deliver them to the client, making strategic decisions about marketing initiatives
Identify new client relationships and make pitches to potential new clients
Give presentations to clients around strategy and planning
Manage a budget and achieve client targets – in conjunction with the project managers
Manage account coordinators and arrange training for them if necessary
Generate accurate reports on the status of existing accounts and new business
Troubleshooting client issues / resolution management
Identify upsell opportunities within client accounts

Characteristics

High emotional intelligence
Excellent at building relationships
Ability to see new opportunities for business upselling
Great attention to detail
Excellent communication skills including verbal communication, active listening and excellent written grammar and spelling
Diligent note taking capabilities

KPIs

Client retention
Growth of client accounts – selling in new services ( measured for bonus )
Client satisfaction scores
Client’s meeting quarterly campaign targets

SOPs Responsible For

Client onboarding
Day to Day client communication and management – split this up
Analysing Reporting to make strategic decisions
Meetings/WIPs process
Reporting – communications to clients
Internal briefing of new tasks to Project Management team

The start date of this role is 20th January, 2020.

Melbourne 3070

Misfit Digital

Interested?

Please send CV & Cover Letter to contact@misfit.digital with the subject line: MD Client Success Partner Role

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