Job Description
This role focuses on client satisfaction and retention to build long-term relationships, overseeing operations and ensuring seamless execution.
* BUILD STRONG CLIENT RELATIONSHIPS:
* Oversight of Client Milestones – Monitor 30, 60, and 90-day progress of clients.
* Timely completion of all client tasks.
Milestone – Operations Management – Brand Strategy
* Verify pain points are resolved and identify ongoing challenges.
* Lead retention efforts by proposing upgrades or upsells as needed.
* Monitor Customer Satisfaction through quarterly surveys.
* Recommend strategic improvements to clients' business plans.
* Fulfill client contracts according to agreed timelines.
* Familiarize yourself with clients' businesses, competition, and marketing objectives.
* Regularly monitor and report on clients' performance, ensuring goals are met.
* Account Audits and Onboarding Audits Account Audit Checklist
* Weekly Board Review check.
Key Responsibilities
* Update ClickUp Profiles accurately.
* Sustain a seamless onboarding process.
* Implement a smooth offboarding process (appropriately documented and centralized).
* Ensure team members complete training videos when released.
* Manage Amazon Audits and the Amazon Assist Desk.
* Communicate clearly between Account Managers and clients.
KPIs (Key Performance Indicators)
* 90% of Amazon Clients meet or exceed their ad spend budget.
* No more than 7.5% monthly churn for the entire Amazon department district 1.
* 95% of completed audits are followed up within 5 business days.
* At least 30% of active clients leave reviews on Google.
* At least 30% of clients receive bonus billing.
* 95% of clients successfully launch within 7 business days.
* One case study every quarter.
* No more than 20% negative client feedback during offboarding.
* Maintain at least a 150% margin per head.
Core Values
* Extreme Ownership.
* Problems are solvable and fun.
* Improvement Every Day.
* Accountability.
* Moral Compass.
* The Best Thought Wins.
* Impact in One Life.
Qualifications
* Prioritize experience with Amazon Seller Central or comparable knowledge/experience.
* Desired: 3+ years of experience; at least 2 years of agency experience preferred.
* Must have management experience, including direct reports and performance management.
* Candidates should feel comfortable leading teams and overcoming issues.
* Familiarity with workplace tools like Zoom, Slack, and ClickUp is essential.
* Excellent project management skills are required.
* A quiet workspace with fast internet, webcam, and microphone is necessary for video calls.
* Compensation varies based on experience.