Client Experience Manager

Market My Market; Charlotte (NC); Remote; USD 65,000 - 75,000; Full time

Job summary

An established digital marketing agency is seeking a Client Experience Manager to enhance client relationships and drive account strategy. In this pivotal role, you will serve as the main point of contact for a diverse portfolio of clients, ensuring their marketing goals align with business objectives. Your expertise in upselling services and maintaining high client satisfaction will be key to success. This full-time remote position offers the opportunity to work with a dynamic team while enjoying benefits like PTO and health insurance. If you're passionate about client success and thrive in a collaborative environment, this role is perfect for you.

Benefits

PTO

Health Insurance

401k

Qualifications

• 2+ years in a client-facing role within an agency setting.
• Experience with digital marketing strategies and tools.

Responsibilities

• Develop customized account strategies for client marketing goals.
• Manage a portfolio of 30-40 clients and ensure deliverables are met.

Skills

Client Relationship Management

Problem Solving

Communication Skills

Proactiveness

Attention to Detail

Adaptability

Education

4-year Bachelor’s Degree

Tools

Hubspot

Asana

Job description

About the Company:

Market My Market is a digital marketing agency focused on providing outstanding SEO results for clients in the Legal, Dental, and Specialty Medical industries.

About the Role

The Client Experience Manager (CXM) serves as the primary point of contact for a portfolio of Market My Market’s digital marketing clients, focusing on delivering exceptional account management and fostering long-term client relationships. This role is responsible for account strategy, maximizing client opportunities through upselling and cross-selling, communicating value, delivering insight to clients outside of digital marketing scope related to areas such as business development and operations, and representing the company both remotely and during in-person client interfacing opportunities. Each CXM manages a portfolio of approximately 40 clients and collaborates closely with Client Success Managers (CSMs), who provide operational and administrative support. Client Experience Managers report to the Director, Client Experience.

Key Responsibilities

• Account Strategy: Develop and implement customized account strategies to help clients achieve their marketing goals, ensuring alignment with their business objectives.
• Upsells and Renewals: Identify opportunities for upselling additional services and secure contract renewals through consistent communication and value demonstration.
• Client Relationship Management: Act as the primary liaison between clients and internal teams, fostering trust and maintaining strong relationships. Find and execute on thoughtful client experiences and gifting that shows a care in the client as an individual and an investment in the relationship.
• Client Event Representation: Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market.
• Portfolio Management: Oversee a portfolio of 30-40 clients, ensuring all deliverables are met and proactively addressing client concerns.
• Collaboration with CSMs: Work closely with CSMs to coordinate the execution of marketing activities, including content delivery, reporting, and project management.
• Performance Monitoring: Track and report on client performance metrics, ensuring campaigns deliver measurable results.
• Problem Solving: Address client challenges by coordinating with internal teams and presenting solutions to maintain satisfaction and retention.
• Strategic Consultation: Provide insights and recommendations based on client needs, market trends, and campaign performance.

KPIs

• Client Retention Rate: Track the percentage of clients retained annually, aiming for a target retention rate of 85-100% to reflect strong client satisfaction and relationship management.
• Upsell Revenue Growth: Measure additional revenue generated from upselling services to existing clients, with a quarterly or annual target aligned with company goals. Portfolio total ARR increase by 10-15% annually.
• Client Satisfaction Score (CSAT): Collect client feedback through surveys to maintain or exceed a specific satisfaction benchmark (e.g., 90% or above).

Requirements:

• Must have at least 2 years of experience in a client-facing role in an agency setting.
• Interested in being client-facing and able to handle tough conversations.
• Experience with Hubspot, Asana, or other internal ticketing systems.
• Experience working in cross-functional teams remotely.
• Understanding of organic digital marketing strategies.
• Attention to detail.
• Able to adapt to change and be outspoken about what could make internal processes better and marketing approaches for clientele better.
• Overall proactiveness with having a positive impact on anything that they’re working on.
• Tech-savvy.
• Confident, goal-oriented.
• Great verbal and written communication.
• 4-year Bachelor’s Degree.
• Experience with Dental or Medical industry a plus.

Market My Market's Core Values:

• Do What You Say.
• Be Honest and Transparent.
• Proactive, Not Reactive.
• Be Thought-Leading.
• Instill Trust Through Consistent Accountability.
• Always Do Better, Always Be Better.
• Do the Right Thing.

Compensation and Benefits:

The salary range for this role is $65,000 - $75,000, commensurate with experience. This is a salaried position with benefits such as PTO and Health Insurance (immediately) and 401k (after 1 year). This is a full-time remote position that must be located in one of the following states:

• Alabama
• California
• Colorado
• Florida
• Iowa
• Illinois
• Maryland
• North Carolina
• New Jersey
• New York
• Pennsylvania
• Texas
• Utah
• Virginia

Note: All emails will come from a @marketmymarket.com or @applytojob.com domain only. All other emails are fraudulent. We will never interview candidates via Microsoft Teams.