Job Description

CLIENT SUCCESS COORDINATOR

About our firm:

1SEO Digital Agency is a private-equity backed digital marketing company located 30 minutes north of Philadelphia. Our “mission” is to enable high quality local service providers to make effective connections with qualified customers located within 25 miles of their office. We are converting a legacy digital marketing agency into a B2B technology company that sells “marketing as a service” to local service providers. Our entire team works from our office in Bristol, PA, but our clients have physical offices in one or more cities across the US or Canada and fall in one of three categories: home services, health & wellness, or professional services.

About the Role:

As a Client Success Coordinator you will serve as the primary point of contact for all client communications and maintain a proactive and responsive relationship. In this role you will have a comprehensive understanding of all digital marketing services offered here at 1SEO. It is your responsibility to escalate issues and provide solutions in a timely manner. The ideal candidate will manage client success and build and cultivate client relationships. You will act as a strategic partner to our client and are a key component to our agency's success.

Responsibilities:

• Conduct scheduled calls or meetings with clients to update them on campaign progress, answer any questions, and gather feedback.
• Promptly respond to client emails, messages, and requests.
• Monitor ongoing projects for your assigned clients, meeting deadlines and flag issues to relevant teams promptly.
• Stay updated on all digital marketing services and products offered by the agency.
• Address and resolve any client concerns or issues that arise, escalating complex issues to senior staff when necessary.
• Compile and deliver detailed reports to clients on the performance of their campaigns, including insights and recommendations for improvement.
• Participate in team meetings, gather client feedback on services provided, analyze patterns or issues, and engage in training sessions to enhance your knowledge.
• Assess your portfolio of clients to evaluate the success of campaigns, client satisfaction levels, and areas for personal improvement.
• Work with your manager to have strategies adjusted to better meet client goals.
• Conduct a comprehensive review of each client's business performance to ensure alignment and identify new opportunities.
• Set personal professional development goals related to improving customer service skills, digital marketing knowledge, and understanding of industry trends.
• Send clients personalized updates, share relevant industry news, or suggest new services that align with their goals.

Core Values of Ideal Candidates:

• Conceptual Alchemist: you are skilled at transforming basic or abstract ideas into something valuable, innovative, or significantly impactful.
• Empowered Humility: you’re self-confident and strong, yet grounded, self-aware, and open to learning from other people.
• Audacious Ambition: you are self-motivated and tenacious, consistently push boundaries with a competitive spirit.
• Gets It Done: you deliver results with resourceful efficiency, ensuring that every task is not only completed but executed with the highest standard of excellence.
• Sees the Big Picture: you embrace flexibility and enthusiasm in our pursuit of broader goals, ensuring that every decision and action aligns with the larger vision.
• Pursuit of Excellence: you have a fanatical attention to detail and a systematic approach that ensures unparalleled quality in everything you do.

Required Skills and Experience:

• 2+ years of client based customer service experience is required.
• Project Management skills are extremely beneficial.
• MUST HAVE excellent presentation skills, both oral and written.
• Digital Marketing experience is a plus.
• Strong understanding of computers and technology.
• Multi-tasker who is unbelievably organized.
• Strong analytical capability with experience in forecasting and website analytics.
• Must have some experience in aspects of strategic marketing and tactical executions.
• Must have a willingness to learn and expand knowledge in regards to SEO, SEM, PPC and SMO.
• Must have the ability to work independently and manage multiple projects and deadlines simultaneously with a sense of urgency.
• Must have the ability to quickly adjust priorities to respond to pressing demands.

What You Can Expect From 1SEO Digital Agency

You have the opportunity to work alongside talented and hard-working colleagues who are ambitious and focused on team performance, client satisfaction, and career development, while balancing your life and achieving personal goals. Our employees seek to offer valuable innovation that impacts our business. They are strong and self confident yet grounded. We look to hire those that have a “get it done” attitude and a relentless drive for excellence. Our team commits to understanding the needs of our clients and our company.

Access to the gym in our building with NO membership fee. Work out before or after work, or during your lunch break. The office is open from 8 am to 6 pm Monday-Friday. We offer a flexible work schedule for BOTH early and late risers.

After 90 days of Full-time employment, we offer our full-time employees:

• 50% funded healthcare benefits (Medical, Dental & Vision base plan) for the employee. Dependents can be added to the plan AND we offer Supplemental healthcare insurance at a reduced cost.
• Earn up to 3 weeks of PTO with an additional week given at year 3 AND another week at year 5.
• You can join the 401K after your 1st year of employment, with up to a 4% match.
• Generous incentive program for each anniversary you celebrate.

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