[Hiring] Client Experience Manager @Market My Market

Role Description

As a Client Experience Manager (CXM) at Market My Market, you'll serve as the primary point of contact for a portfolio of 30-40 single-location and small-multi-location service businesses — primarily law firms, specialty medical practices, and dental practices focusing on delivering exceptional account management and fostering long-term client relationships. You'll be responsible for:

• Account strategy, maximizing client opportunities through upselling and cross-selling.
• Communicating value and delivering insights related to business development and operations.
• Collaborating closely with Client Success Assistants (CSAs) for operational and administrative support.
• Reporting to the Director of Client Experience.

A week in this role includes:

• Reviewing ranking changes and surfacing urgent matters to your SEO Managers.
• Client strategy calls to discuss trends, GBP performance, content roadmap, and campaign next steps.
• Monthly reporting preparation with your CSA.
• Renewal conversations and upsell positioning for clients hitting milestones.
• Working with the team to find new opportunities to elevate daily work.

Qualifications

• 3+ years managing a portfolio of SEO clients at a digital marketing agency.
• Proven track record of managing client relationships and driving client retention.
• Experience with organic SEO strategy development and execution.
• Strong understanding of Google Business Profile optimization and local search marketing.
• Experience analyzing SEO performance data and communicating insights to clients.
• Knowledge of Legal, Dental, or Medical industries.
• Excellent verbal and written communication skills.
• Ability to build trust and rapport with clients quickly.
• Problem-solving skills and ability to navigate challenging client conversations.
• Strong organizational skills to manage multiple accounts simultaneously.
• Proficiency with tools such as Google Analytics, Google Search Console, Ahrefs, HubSpot, and project management software.

Requirements

• Comfort interpreting Google Search Console data and explaining ranking movement to non-technical business owners.
• Ability to discuss the trade-offs of a Google Business Profile category change with clients.

Benefits

• $70,000 - $80,000 per year, salary based on experience.
• PTO: 2.25 weeks per year.
• Health insurance benefits.
• 401(k) plan (after 1 year of employment).
• Remote work opportunity.

Company Description

Market My Market is a fast-growing digital marketing agency delivering customized, full-service marketing campaigns that bring companies to life online. We pride ourselves in delivering measurable results that directly impact our clients' businesses. Our target markets include single event legal, specialty medical, and dental clients located across the country who are looking to grow their presence in their local markets.

In just 4 years, Market My Market has experienced remarkable growth, expanding from 40 clients to nearly 200 clients. This rapid expansion reflects our commitment to excellence and the trust our clients place in our services.

Our Client Experience team has been instrumental in:

• Maintaining a 90%+ client retention rate during our rapid growth phase.
• Successfully transitioning clients to expanded service packages, increasing average client value by 25%.
• Developing sophisticated onboarding processes that reduce time-to-value for new clients.
• Creating client success frameworks that have directly contributed to our expansion from 40 to nearly 200 clients.