Customer Success, Mid-level

Role Overview

• Monitoring Deliverables Within Each Client's Deadlines: Closely monitor the progress and delivery of all agreed items, ensuring clients receive their products or services within established deadlines.
• Monitoring Each Client's Results: Collect data, create reports, and present the results obtained for each client, highlighting the positive impact of implemented solutions.
• Approval of Internal Materials Before Sending to Clients: Review and approve internal materials before they are sent to clients, ensuring quality and consistency of communications.
• Cultivating Client Relationships: Build and maintain strong relationships with clients, serving as the primary point of contact and ensuring ongoing satisfaction.
• Defining Scope for Client Renewals: Collaborate with the Project Coordinator to define the scope of contract renewals, ensuring continuity of the partnership.
• Preparing and Monitoring Client Activity Schedules: Prepare and monitor the activity schedule for each client, ensuring efficient execution of all project stages.
• Closing Team Quarterly Goals with the Coordinator: Collaborate with the Coordinator to close and evaluate the team's quarterly goals, ensuring alignment with company objectives.
• Identifying Cross-sell and Upsell Opportunities with Clients: Continuously analyze client needs, identifying opportunities to offer additional services (upsell) or complementary products (cross-sell).
• Keeping Files Updated in SharePoint: Ensure client-related documentation and files are stored and kept up to date in SharePoint.
• Organizing Internal Team Activities and Processes in the Management System: Keep internal team activities and processes organized in the management system, ensuring visibility and effective collaboration.
• Participating in Meetings (Setup, Kickoff, Biweekly, and Area Meetings): Actively participate in various meetings, including setups, kickoffs, biweekly meetings, and area-specific meetings, ensuring alignment between teams.
• Conducting Squad Performance Review Meetings with HR: Participate in squad performance review meetings together with HR, ensuring a comprehensive and objective evaluation.
• Conducting Squad Feedback Meetings with Support from HR: Conduct squad feedback meetings, in collaboration with HR, to promote professional development and team improvement.
• Conducting and Leading Client Project Phase Meetings: Lead strategic meetings during the different phases of a client's project, ensuring understanding of goals and necessary actions.
• Suggesting Process Improvements for OUTMarketing: Contribute suggestions to improve OUTMarketing's processes, aiming to enhance operational efficiency and service quality.
• Conducting Daily Stand-ups: Lead daily stand-up meetings to review activities, update the team on recent developments, and align priorities for the day.
• Preparing Productivity Reports (Weekly, Monthly, and Quarterly): Prepare detailed productivity reports on a weekly, monthly, and quarterly basis, highlighting achievements, challenges, and areas for improvement.
• Monitoring Activity Goals and OKRs: Closely monitor progress against established activity goals and OKRs (Objectives and Key Results), adjusting strategies as needed to meet objectives.
• Using 3CX for Customer Support: Use the 3CX platform to handle customer support efficiently and provide exceptional assistance, ensuring effective communication.
• Checking the Company's WhatsApp (Tallos): Regularly check messages received on the company's WhatsApp (Tallos), respond to inquiries, provide information, and maintain an open channel of communication with clients.

Requirements

• Bachelor's degree in Marketing or related fields.
• Knowledge of agile methodologies.
• HubSpot Marketing certification.
• RD Station
• Marketing for Agencies certification.
• Google Ads and Google Analytics certification.
• RD Station Inbound Marketing certification.
• RD Station CRM certification.
• WhatsApp Conversations
• RD Tallos certification.
• Practical knowledge of CRM (Customer Relationship Management) tools.
• Intermediate knowledge of marketing automation tools (RD, HubSpot).
• Intermediate knowledge of Google tools (Analytics, Data Studio, Ads).
• Intermediate knowledge of Inbound Marketing (funnels, flows, conversion strategies, email marketing).
• Experience with project management tools (Asana, Ekyte, Trello, Studio, Jira).
• Experience with CRM.

Benefits

• Home-office allowance
• Meal allowance