Are you an A-Team player who knows how to work with other experts?
We've got the spot for you...
JOB DESCRIPTIONS
This role leads our customer success team to deliver best-in-class consulting to our client base. We have a business and healthy customers. We now need to fill our customer success department and keep up with business growth, support new channels, and maintain our strong connection with our customers.
The work can be grouped into these categories:
Proactively provide expert advice to our customers and communicate inter-departmentally to ensure company and client success.
Monitor, analyze, and report on performance data in partnership with the Account Performance Manager & Client.
REQUIREMENTS
You have achieved success as a manager in a fast-paced environment. This is not your first rodeo. You have strong technical skills in Google Products, CRMs, and (preferably) AirTable. You have a robust desire to help others succeed and the ability to push back when a client is making mistakes and always come prepared with an answer, not a problem.
You operate with a high degree of structure and skill. You’re fairly analytical and have a strong drive to master and complete all assignments. You have a temperament that allows you to work with multiple personality types while maintaining a professional, enthusiastic, and positive demeanor. You are comfortable with correctly completing operational procedures and like to help improve systems and procedures.
RESPONSIBILITIES
Customer Success (90% of Time):
- Exceed our customer's expectations, every day by being KIND and HELPFUL
- Conduct video meetings monthly or bi-weekly with customers to discuss past results, lead conversions, and upcoming campaign plans, and problem-solve.
- Review the client's CRM to see conversion data and provide helpful insight for any constraints
- On Average 5-6 hours a day will be spent in Zoom meetings
- Engage customers in upsell opportunities.
- When campaigns are not meeting key performance metrics, work with our Account Management team to make changes.
- Ethically sound and with a personal pride in how others perceive you
- Maintain extreme attention to detail and double-check the minutiae
Other (10% of the time):
- Collaborate with the team to brainstorm and troubleshoot opportunities.
- Admin responsibilities- send account updates/changes to the correct team's channels.
- Manage business settings in Facebook Ads Manager and review performance metrics
- Stay up-to-date with digital marketing trends and potential new channels and strategies.
Note: We have "Ad Account Managers" who will do the bulk of ad creation and implementation across all of the client locations we manage,
but we expect our "Customer Success Manager" to have intimate knowledge of the Facebook Ads platform so that they can effectively make minor campaign changes and communicate our Digital Marketing strategy effectively to our clients. You will not be running ads, but will maintain extreme accountability.
QUALIFICATIONS
- Must have 3 years of customer success experience
- Be proficient in Google products (Gmail & Calendar)
- Marketing experience, specifically in a Facebook Business Manager, strongly preferred
- Must love talking to people and helping them succeed
- Display critical thinking and problem-solving skills
- Extremely goal-oriented with a positive attitude and high energy
- Ability to perform well with or without detailed directions
- Leader spirit with a figure-it-out attitude
- Goal-oriented with a positive perspective and a deep desire to achieve for our clients
- Deliver high-quality work with extreme attention to detail
- Must be highly ethical and have a strong work ethic
- Must be able to work autonomously and within a team environment. This is a fully remote position. If you can’t manage your time effectively, you cannot succeed here.
- Must be a Core Value fit (Core Values listed below):
- Enthusiastically Serve
- Figure-it-out mentality
- Proactive Leadership
- We Win Together
- Ambitiously Successful
- Disciplined Integrity
- Data Driven
Bonus Desirable Experience
- Managing or navigating through ad accounts or Business Manager on Facebook/Meta.
- HighLevel (CRM) and AirTable
- Slack & Zoom
- Experience in marketing, digital marketing agency, or in franchising is not required but highly desirable To apply for this job, visit https://csm.honeynest.co/
All other inquiries will be disqualified. Compensation will depend on experience. This is a 1099 role.