MUST HAVE AGENCY/DIGITAL MARKETING EXPERIENCE & BACKGROUND

The Customer Success Manager is the primary point of contact between LGE’s strategy, technical, and content teams. The goal of the Customer Success Manager is to:

Maintain prompt, proactive, and regular communication with clients

Translate client requests into actionable tasks for the team

Advocate for our clients within LGE to ensure our strategies align with their broader marketing goals and provide them with opportunities to deepen their engagement by adding services where appropriate

Advocate for LGE to our clients as well as their affiliates and partners – ensure they are aware of new service offerings (where appropriate) and/or service offerings they don’t currently utilize.

Day-to-day Responsibilities & Requirements Include:

Project Management:

Weekly Client Health Checks

Review every client in Asana to ensure tasks are on track

Review email history to ensure nothing has fallen through the cracks

Update and maintain Administrative and Notes

Task management/assignment

Route and assign new tasks in Asana based on client requests/feedback.

Ongoing Client Communication:

Ensure and enforce a maximum 24-hour response time for all client inbound emails (same day ideally).

Clearly communicate client deliverables, dates, and deadlines where possible. Providing comprehensive communication is key

Ensure all deliverables promised are routed to the appropriate team member/department

Maintain relationship-based communication with each client (we’re more than just a service mentality)

Meeting Facilitation:

Establish meeting cadence and review schedule for each client, ideally on the following schedule (feel free to adjust based on the client)

Monthly Check-In

Quarterly Strategic Review

Annual Review

Before client meetings, work with the internal team to create an agenda based on current initiatives and client needs, this helps the rest of the team become prepared for each call

Send a follow-up email after client meetings including highlights, next steps, and anything we need from them.

Monthly Reporting:

Comprehensive monthly report for each client, including:

Looker Studio Dashboard/metrics overview, with highlight of key metrics

Activities performed over the past month

Content published since last month

Ad optimizations/updates (for Ads clients. The Griffin agency sends a monthly comprehensive review that we can pull highlights from)

Quarterly keyword progress update (Ahrefs or Semrush)

GMB Report (we need to create this)

Requirements:

Minimum of 24 months of marketing experience

Experience with Project Management Software like Asana, Basecamp, etc.

Demonstrated Experience with Search Engine Optimization, Google AdWords, Analytics, Website Design

Outgoing, communicative, and attentive

Comprehensive internal & external communication, between clients and team members

Other Details:

Fully Remote

Flexible PTO

Various paid holidays

This is a remote position.