Client Experience Manager

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

Job summary

An established industry player is seeking a Client Experience Manager to enhance client relationships and drive marketing success. This pivotal role involves developing tailored account strategies, managing a diverse client portfolio, and ensuring exceptional service delivery. The ideal candidate will excel in communication, problem-solving, and proactive engagement, fostering trust and satisfaction among clients. With a focus on upselling and renewals, you will play a key role in achieving company goals while working closely with cross-functional teams. If you are passionate about client success and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

PTO

Health Insurance

401k

Qualifications

• 2+ years in a client-facing role in an agency setting.
• Experience with Hubspot and Asana for project management.
• Fluency in Spanish preferred.

Responsibilities

• Develop customized account strategies for clients.
• Manage a portfolio of 30-40 clients and ensure deliverables.
• Attend client events and strengthen partnerships.

Skills

Client Relationship Management

Communication Skills

Problem Solving

Proactiveness

Digital Marketing Strategies

Upselling

Team Collaboration

Spanish Language Fluency

Education

4-year Bachelor’s Degree

Tools

Hubspot

Asana

Job description

Client Experience Manager (CXM)

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

1. Account Strategy: Develop and implement customized account strategies to help clients achieve their marketing goals, ensuring alignment with their business objectives.
2. Upsells and Renewals: Identify opportunities for upselling additional services and secure contract renewals through consistent communication and value demonstration.
3. 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.
4. Client Event Representation: Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market.
5. Portfolio Management: Oversee a portfolio of 30-40 clients, ensuring all deliverables are met and proactively addressing client concerns.
6. Collaboration with CSMs: Work closely with CSMs to coordinate the execution of marketing activities, including content delivery, reporting, and project management.
7. Performance Monitoring: Track and report on client performance metrics, ensuring campaigns deliver measurable results.
8. Problem Solving: Address client challenges by coordinating with internal teams and presenting solutions to maintain satisfaction and retention.
9. Strategic Consultation: Provide insights and recommendations based on client needs, market trends, and campaign performance.

KPIs

1. 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.
2. 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.
3. Client Satisfaction Score (CSAT): Collect client feedback through surveys to maintain or exceed a specific satisfaction benchmark (e.g., 90% or above).

Requirements:

1. Must have at least 2 years of experience in a client-facing role in an agency setting.
2. Interested in being client-facing and able to handle tough conversations.
3. Experience with Hubspot, Asana or other internal ticketing systems.
4. Experience working in cross-functional teams remotely.
5. Preference for Spanish language fluency.
6. Understanding of organic digital marketing strategies.
7. Able to adapt to change and be outspoken about what could make internal processes better and marketing approaches for clientele better.
8. Overall proactiveness with having a positive impact on anything that they’re working on.
9. Tech-savvy.
10. Confident, goal-oriented.
11. Great verbal and written communication.
12. 4-year Bachelor’s Degree.
13. Experience with Dental or Medical industry a plus.

Market My Market's Core Values:

1. Do What You Say.
2. Be Honest and Transparent.
3. Proactive, Not Reactive.
4. Be Thought-Leading.
5. Instill Trust Through Consistent Accountability.
6. 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, Florida, Maryland, North Carolina, New Jersey, New York, Pennsylvania, Texas, Utah.

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.