Support the Client Success Management (CSM) team with administrative tasks, manage clients tickets, and assist with projects as needed. This role is designed with the intention of progressing into a Client Success Manager position.
Roles and Responsibilities
Department Support
- Create client reports using NinjaCat.
- Identify and report elements that may need further research by the CSM (e.g., web form errors, duplicate FB/bright local/GMB entries, unique results).
- Assist in identifying and implementing process improvements.
- Conduct competitor analysis for clients.
Client Interaction
- Monitor the client support email account.
- Reply to basic inquiries, submit tickets to other departments through Teamwork Desk, or escalate issues to the Team Lead.
- Send out performance reports.
Cross-Team Support
- Collaborate with clients to verify citations as assigned by the Client Performance Team.
- Identify and log risks due to excessive client delays during citation verification (as outlined in Teamwork help documents) into the client Teamwork Risk tracking system.
Key Performance Indicators (KPIs)
- Client Performance Reports: Delivered to the CSM 3 days before the scheduled update call.
- Data Integrity: Maintain accurate data within Teamwork Projects, document routine updates, and complete assigned tasks by the due date.
Career Advancement
This role is designed with a clear path for advancement into a Client Success Manager (CSM) position. Successful technicians will be given the opportunity to transition into a CSM role, taking on greater responsibilities and managing their own client portfolios.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.