[Hiring] Client Success Manager @Clique Studios

Role Description

We’re looking for a Client Success Manager to join our team and play a pivotal role in the long-term success and support of our clients. In this role, you’ll work across teams to combine strategic long-term digital thinking with the ability to respond to client support requests with empathy, understanding, and dependability.

Role Expectations

• Core Skills
  • Demonstrate excellent written and verbal communication skills to serve as the primary point of contact for assigned clients after the launch of their site.
  • Strategize with clients and coordinate activities including site maintenance, updates, enhancements, and bug fixes - moving projects ahead in a fast-paced, challenging environment.
  • Ability to adapt to various situations and changing needs.
  • Demonstrate timely responsiveness to client requests.
  • Build relationships with clients as you work with them to address a range of issues and requests, serving as a trusted advisor in delivering best practices, guidance, and an empathetic ear.
  • Consistently communicate time/cost estimates, expected task delivery dates, and clearly establish what’s needed from the client in order to complete those tasks.
  • Ability to work with ticketing system (Wrike), to proactively check-in with assignees on ticket status.
  • Demonstrate an eagerness to receive feedback (internal and external) and problem-solve accordingly.
  • Collaborate to solve problems with a cross-capability team (including Project Management/Design/Accessibility/Content Strategy/SEO practices) to facilitate solutions.
• Craft Skills
  • Manage and educate clients, ensuring they understand processes and technical elements of the project.
  • Demonstrate excellent quality management and attention to detail, ensuring all tasks/deliverables are QA’ed and meet the requirement of the request.
  • Collaborate with internal team experts to help problem solve complex tasks and facilitate the best approach.
  • Manage a portfolio of dedicated large retainer accounts.
  • Proactively seek solutions to increase support profitability.
  • Ensure projects stay within budgeted hours and budgeted scope.
  • Actively seek out opportunities to improve client experience.
  • Expand learning and development processes through a variety of measures, including individual support, internal training, external training, and utilization of our educational stipend.
  • Experience working in direct customer service, training, or account manager role (or equivalent).
  • Demonstrate strong communication skills.
  • Have demonstrated skills in supporting others and building strong, collaborative relationships.

Qualifications

• Experience with site analytics; setting up, monitoring & pulling reports.
• Experience with website platforms and marketing technology (i.e. supporting, managing etc).

Requirements

• You face problems head-on and view them as opportunities.
• You are self-motivated and want to build something.
• You are driven by a desire to make the jobs of those around you easier.
• You consider yourself a teacher of your craft and an ever-learning student.
• You enjoy a diverse project portfolio and taking on new technical challenges.
• This is a junior to early mid-level role.

Benefits

• Health/Dental/Vision/Life Insurance.
• Employee Assistance Program (EAP).
• 20 days PTO, 25 days PTO after three years.
• 13 holidays (including a week at the end of the year, plus two floating holidays).
• Clique Creative Grant: $1,000/year to support your full creative self through education, rejuvenation, and inspiration.
• Yearly equipment stipend.
• 8 sick days.
• Paid parental leave.
• 401k with match after 1 year.