This role focuses on client satisfaction and retention to build long-term relationships, overseeing operations. As a key operations professional, you will be in the public eye, representing our organization.
The day-to-day responsibilities of this position include:
* Building and maintaining strong relationships with clients through regular communication and strategic planning.
* Overseeing client milestones, monitoring progress, and ensuring timely completion of tasks.
Milestone Management involves verifying that pain points are resolved, discovering ongoing issues, and leading retention efforts by providing proposals, negotiating contracts, and pitching upgrades or upsells as needed. You will also monitor customer satisfaction, ensure clients answer quarterly surveys, recommend improvements to their strategy, and ensure client requirements are met.
A critical aspect of this role is being intimately familiar with clients' businesses, competition, and marketing objectives to define business problems and apply insights clearly. Regularly monitoring and reporting on clients' performance and ensuring goals are met is essential. Additionally, performing account audits, onboarding audits, and board reviews is necessary to maintain high-quality services.
You will work closely with the team to ensure seamless onboarding and offboarding processes, including training videos, Amazon audits, and the Amazon Assist Desk. Establishing clear communication between Account Managers and clients is crucial, along with meeting key performance indicators (KPIs) such as 90% of ad spend budget, less than 7.5% churn per month, and other metrics.
We value individuals who are passionate about e-commerce sales, have agency experience or comparable knowledge, are comfortable with technology, independent, people-focused, and willing to learn and grow professionally. Our ideal candidate will take ownership of client accounts, conduct client calls, communicate with clients regularly, and drive sales growth on Amazon.
Growth opportunities within this role include taking on more complex projects, learning from industry experts, handling multiple duties and responsibilities for advancement across the organization, participating in career development through research and collaboration, and gaining an in-depth understanding of different business aspects.
This position offers a competitive salary ($500-$800 PM), remote work flexibility, and considerable autonomy and ownership over projects. If you're a motivated individual with a passion for e-commerce sales and a desire for professional growth, we encourage you to apply.