Customer Success Manager

Hitched Marketing Co. is a results-driven marketing agency focused on generating leads for Wedding Venues. As a Customer Success Manager, you will help clients grow their businesses through digital marketing strategies and serve as their main point of contact for communications and support.

Responsibilities:

• Serve as the main point of contact for client communications and quickly build relationships
• You will be on zoom calls, A LOT
• Perform onboarding calls with new clients to get them acquainted with our process and gather information to be used by our fulfillment team
• Perform check-in calls with existing clients to ensure they are using our systems correctly and communicate any strategy changes to the team
• Respond to all client questions in a timely and concise manner (within a business day)
• Learn and understand our tech stack (systems and tools) so you can teach our clients how to use them effectively. You don’t need to be a rocket scientist, just a basic understanding of how and why things work
• Problem solve and managing crises. Be able to keep the temperature low with irate clients and find a win-win situation for problems
• Coach clients through tough situations with our tactics and strategies that we emphasize
• Act as a liaison between our internal delivery team and clients to ensure exceptional client service as it relates to industry insights, campaign analysis, best practices, and strategic recommendations
• Assist internal teams with coordination and prioritization of projects and tasks through internal tools and systems
• Review campaign data and identify trends and insights to develop strategic recommendations for campaigns
• Implement upsell and retention strategies to help grow the business, encouraging clients to take action on other products and services that could be beneficial to them are the minimum requirements to be considered for the role
• You have to be willing to undergo training on all our systems and processes and be able to teach our clients what you learned
• You are ready, willing, and EXCITED to role play and practice communication and techniques to sell clients on an idea, strategy, concept, or new initiative
• You have an inclination towards Digital Marketing or have experience in the industry
• You are comfortable speaking and listening to people from all over the world
• You are confident in your ability to not only make decisions on the fly, but also give clients advice or push back on their ideas
• You have excellent written and verbal English skills
• You’re fun to be around over coffee or cocktails outside of work (or tea if that’s your thing)
• You're located in the United States to attend occasional in-person conferences

Requirements:

• Experience running paid ads on Facebook & Instagram required
• Solution Focused Mindset
• Passion for all things digital marketing and helping small businesses grow
• Demonstrated analytical and data interpretation skills
• Strong verbal and written communication skills
• Strong knowledge and experience running advertising campaigns to generate leads
• Detail-oriented and organized
• Exhibit enthusiasm, passion, and commitment
• Ability to manage multiple projects with intertwining deadlines while staying focused on the details
• Previous account management experience preferred
• Previous experience working for a digital marketing agency or consulting agency preferred
• Experience using project management / CRM tools preferred