Role Overview
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 ResponsibilitiesDepartment 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.
Bonus Points:
- Digital Marketing experience.
- Knowledge of CallRail and CRM Softwares
Who We Are:
Firegang Dental Marketing is a Spokane-based digital marketing company serving Dentists. Our mission is to provide marketing solutions that drive success. We're a remote team of dedicated professionals.
Employee Compensation Package:
- Competitive Salary (DOE)
- PPO Health Benefits
- 401K Option with Matching
- Generous PTO and Holidays
- Telecommuting
- Insurance Coverage (Life, AD&D, Short and Long Term Disability)
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Customer service: 1 year (Preferred)
Work Location: Remote