Ex-Franchisee Customer Success Manager

Franchise Ramp is a premier marketing agency specializing in franchise concepts, founded by former franchisees. They are seeking an organized and proactive Customer Success Manager to communicate with customers, conduct performance reviews, and strategize advertising efforts, primarily through Zoom meetings.

Responsibilities:

• Exceed customer expectations daily by being NICE and HELPFUL
• Conduct monthly Zoom meetings with clients to discuss past results, lead conversions, upcoming campaigns, and problem-solving
• Review client CRM data to analyze lead conversion rates and provide insights into their sales process
• Spend an average of 5-6 hours per day in Zoom meetings with another 1-2 hours of emails
• Identify and engage customers in upsell opportunities
• Collaborate with the Account Management team to make campaign adjustments when performance metrics are not being met
• Collaborate with the Success team to brainstorm and troubleshoot challenges
• Perform admin tasks such as submitting billing changes to the billing team
• Manage business settings in Facebook Ads Manager and review performance metrics
• Stay current on digital marketing trends and explore new channels and strategies

Requirements:

• Minimum of 3 years in a client success role
• Confident in screen sharing/presenting on Zoom calls, addressing and understanding feedback shared by clients, and offering solutions/recommendations to help solve
• A passion for helping people and delivering value
• Strong written and oral skills
• Strong critical thinking and problem-solving abilities
• Highly goal-oriented with a positive attitude and high energy
• Capable of working independently with minimal supervision and thriving in a team environment
• Effective time management is essential for success
• Detail-oriented and committed to delivering high-quality work
• Strong ethical standards and work ethic
• Experience with G Suite, HubSpot, and AirTable
• Client Relationship: 3 years (Required)
• Marketing: 2 years (Required)
• Facebook Business Management: 2 years (Required)
• Marketing experience, particularly within Meta Business Manager
• Experience in a digital marketing agency or franchising