Job Overview:
We are seeking an experienced and client-focused Client Support Manager to join our digital marketing team. The ideal candidate will be responsible for managing and improving client relationships, ensuring client satisfaction, and serving as the bridge between clients and internal teams. You will oversee a support team dedicated to responding to client needs, resolving inquiries, and optimizing communication and service levels. If you thrive in a fast-paced, client-oriented environment, have excellent problem-solving skills, and are passionate about digital marketing, we’d love to meet you!
Key Responsibilities:
Client Relationship Management
- Build and nurture strong, long-lasting client relationships.
Serve as the primary point of contact for key clients, ensuring their needs and goals are understood and met. - Conduct regular check-ins and performance reviews with clients to ensure
satisfaction and identify areas for improvement.
Team Leadership and Development
- Manage, mentor, and develop a team of client support specialists, fostering a client-centric culture.
- Ensure timely and effective handling of client inquiries and complaints by the team.
- Provide ongoing training to improve team expertise in digital marketing products and services.
Problem Resolution
- Address and resolve escalated client issues in a professional and efficient manner.
- Work closely with cross-functional teams, including Marketing, Product, and Sales, to troubleshoot and resolve complex client issues.
- Proactively identify potential client issues and work with teams to mitigate them.
Process Optimization and Reporting
- Develop and implement client support processes that enhance productivity and client satisfaction.
- Analyze client support data to monitor performance, identify trends, and make recommendations for improvement.
- Prepare regular reports on client satisfaction, support team performance, and service level metrics for senior management.
Knowledge Sharing and Client Education
- Coordinate training sessions, webinars, and knowledge-sharing resources to educate clients on digital marketing tools and services.
- Ensure clients are up-to-date with industry trends and best practices, helping them maximize the value of our offerings.
Qualifications:
- Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience).
- 3-5 years of experience in a client support or client relationship role within a digital marketing, SaaS, or tech environment.
- Proven experience managing client accounts, resolving issues, and meeting/exceeding client satisfaction targets.
- Strong leadership skills with experience managing and developing a support team.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams.
- Strong problem-solving abilities and a proactive approach to identifying and addressing client needs.
- Knowledge of digital marketing tools, trends, and practices is highly preferred.
Why Join Us?
- Be part of a dynamic, growing team in an innovative digital marketing environment.
- Opportunity to lead initiatives that impact client satisfaction and contribute to company growth.
- Access to professional development resources and growth opportunities within the organization.