The mission of the Project + Customer Success Manager is to balance our external (client-facing) objectives and internal (project management) objectives. It is a flexible role that handles a variety of duties that pertains to our firm and our clients.

Your Strengths & Skills

- You must be someone that thrives in ambiguous and complex situations and is able to problem solve at the drop of a hat, or a blink of an eye. You will constantly be challenged to problem solve and come up with solutions.
- You must be someone that thrives in a fast-paced environment that requires multitasking and competing deadlines. You're able to stay calm and organized. When crises occur, you have the ability to go with the flow, adjust quickly, and embrace chaos.
- Communication and visibility are vital in this role. You must be someone that can easily communicate with your manager and co-workers, whether it's over Slack, email, or in person. We communicate frequently and quickly - we strive to work with people that are quick and effective at communicating with us and providing the visibility that management requires. Especially since this is a remote role, we need that trust and transparency.
- You take initiative and think of new and creative ways to do things - whether it's delighting a client, discovering and sharing with the team a new and more effective way to do something, coming up with creative concepts for an influencer campaign, discovering new tools that will benefit our clients, offering to help your manager with new processes or optimizations etc.

Responsibilities

Customer relationship management - Develop and maintain client confidence,



rapport and relationships with a strong focus on client retention and customer service (ie. leading client calls, overseeing communications and seeking upsell opportunities) to maintain existing business and acquire new customers

- Leading client meetings and managing communications: communicating insights from reporting and analysis, gathering insights on future content needs
- Management of client communications using Google Drive, Slack and email
- Work with existing and new clients closely to understand their needs and goals
- Collecting and analyzing data concerning consumer behavior to understand changing client needs
- Resolving complaints and keeping track of all processes that pertain to the client's desires
- Evaluate campaign metrics on an ongoing basis and sector trends in order to identify gaps or opportunities to deliver insightful analysis and recommendations for testing, optimization and revenue growth

Project management - Ensure that projects run smoothly, effectively, on time, on budget, and at a premium level of quality

- Documentation and management of all project tasks in ClickUp for Tiny Planet Digital projects, Teamwork (including Teamwork Chat) for Out-Smarts projects
- Manage multiple projects, timelines, and deliverables
- Setup of project timelines and meeting structure
- Oversight of all project documentation




- Collaborating internally with the Tiny Planet Digital Digital team to design, build, execute and monitor results of digital marketing campaigns
- Day-to-day management of projects, team members, and contractors - workflow management, content planning, editing, support and guidance as required
- Coordinate with the Tiny Planet Digital Digital team to ensure campaign schedules are followed and that quality is checked before delivery or presentation to the client
- Support with project estimation, budgets, templates & process
- Contributing to SOP documentation
- Contributing to optimal functioning of processes and systems (such as contributing to after action reviews, project budgets, resourcing new projects)
- Participation in weekly agency meetings to evaluate and report on project health, including reporting on your own assigned projects, alerting the team to any issues that may arise, along with particular successes

Account management

- Contribute to building the sales pipeline by prospecting new customers using phone, cold calls, networking, etc., and assessing customer needs in discovery calls

Must Haves

- Ability to manage multiple team members, client relationships, and internal projects
- Client/service-oriented
- Extreme attention to detail - you take pride in the high-quality, client-ready work you produce
- Exceptional writing and editing skills
- Knowledge and understanding of the digital marketing landscape – we want to hear about the trends you’re following
- Ability to add structure and prioritize issues
- Excellent interpersonal skills - ability to contribute in a high performing team environmen

📌 Project + Customer Success Manager (Vancouver)
🏢 Tiny Planet Digital
📍 Vancouver