This role focuses on client satisfaction and client retention to build loyalty, while overseeing operations
This role acts as a key operations role and will be in the public of GigabrandsDay to Day Duties:Build and maintain long-term relationships with clients
- Oversee client milestone – Monitor the 30,60,90 day progress of the clientMilestone – Milestone Operations – Brand ManagementVerify pain points are resolved, discover ongoing pain pointsLead retention efforts by providing proposals, negotiating contracts, and pitching upgrades or upsells as needed
Monitor Customer Satisfaction by ensuring that clients answer quarterly surveys
Recommend improvements to clients’ strategy
Ensures that client requirements are met and tasks to fulfill clients contracts are completed respective of timelines
Lead your team to drive strategy and pitch new and creative ideas
Must make daily social posts (2 hours per week)
- The link to the social post is to be posted in Slack
Run a weekly podcast (1 hour per week) or join a partner’s podcast
- This can also be supplemented with recorded video
Be intimately familiar with clients’ business, competition, and marketing objectives in order to define business problems and apply insights clearly
Regularly monitor and report on clients’ performance and ensure goals are met
Perform Account Audits Account Audit and Onboarding Audits Account Audit Checklist Complete Board Review check every other week
- Review the following:Design Tiers are being met and have in progress work
- Client Board has sufficient amount of work being done in each Mother Sections (SEO, Troubleshooting, Designs, Images, Copy, Catalog, Etc)
- Tasks are being completed in a reasonable amount of time (Utilize Completed Tasks filter)
- Tasks are having actions complete and not continuously pushed back
- Brand Manager is progressing on Milestone Tasks
- For any callouts needed to be made, inform your Brand Manager and leave a task on their client board to complete or delegate
Roles & ResponsibilitiesClickUp Profiles are consistently getting updated correctlyEnsure the onboarding process is seamlessEnsure the offboarding process is seamless (The client offboardingprocess is appropriately documented and centralized)Ensure the team completes training videos when releasedResponsible for the operation of completing Amazon AuditsResponsible for the operation of the Amazon Assist DeskEnsure Amazon PODs understand their churn every month
- Establish clear communication between Account Managers and clients