WITHIN is looking for a talented Client Success Manager to partner in agency client retention efforts. The ideal candidate is committed to identifying existing client issues, troubleshooting, and collaborating with our digital marketing team to deliver a differentiated client experience. This role reports to the Director of Client Success.
You will be seen by our clients as their ‘trusted advisor,’ and will play a pivotal role in delivering on the agency’s commitment to client success and growth. You will work closely with our clients to establish, build and maintain trusting, mutually beneficial relationships by understanding both client and agency needs, and orchestrating resources across WITHIN to meet their expectations.
What do we actually do?
We are Performance Branding experts . WITHIN works with some of the coolest brands and hottest startups across the country, including international brands like Nike, Spanx, Shake Shack. We leverage digital channels and inspiring creative to fuel clients' growth, using data every step of the way to drive our decision making..
What makes US different?
Our founders come from the client-side, so we think and operate like business owners, strategizing marketing objectives as tangible business objectives. WITHIN works with brands to collapse the funnel between performance and brand marketing to unify objectives, targets, and strategy. Partnered with a brand’s unique value proposition, WITHIN’s integrated media and personalized content solutions are designed to prioritize profits and growth over mere channel optimization. That means we take a strategic, holistic approach to their marketing programs, training each employee across every channel. We also use some of the best technology available along with our proprietary tools to deliver the best performance for our clients. Our team of experts will train you to develop your own expertise in the field and help you become an innovator in your own right
Your day to day responsibilities will include:
- Maintaining strong relationships with clients across the agency, becoming a resource/go-to advisor for clients when necessary
- Collaborating with account managers to provide client insight, feedback, and develop effective solutions to maximize client success
- Leading the strategy around client retention, identifying opportunities to increase client satisfaction and providing unparalleled client service
- Driving team results and focusing on client success as it links to defining and managing client goals, objectives and expectations
- Developing new initiatives, with clear objectives, timelines, and guidelines for account managers to implement across the agency for clients
- Providing, managing, and applying client and account manager feedback
- Evaluating client feedback and internal processes to determine the scope and focus areas of future initiatives
- Prioritizing resources using a data-driven approach across many clients, focusing on at-risk scenarios and
We are looking for you to have:
- Bachelor’s Degree Required
- 2+ years previous experience in a Client Success role
- Experience in increasing customer satisfaction, adoption, and retention
- Proven ability to build strong client relationships
- Strong project management skills
- Troubleshooting and problem-solving skills with the ability to develop creative yet practical solutions to anticipated and unanticipated problems
- Proficiency in Excel, Data Analytics, Salesforce
- Strong negotiation skills
- Agency experience a plus
- Salary DOE
- FULLY paid Visa sponsorship
- Unlimited vacation policy
- Anniversary vacation bonus
- FULLY paid health insurance premiums
- Monthly transportation & Phone Stipend
- Daily lunch & Monday morning bagels
- In-office monthly massages, haircuts, & manicures
- Free uber when coming in early / leaving late
- Dog friendly office