Job Description
This role focuses on client satisfaction and client retention to build loyalty, while overseeing operations.
Day to Day Duties :
- Build and maintain long-term relationships with clients.
- Oversee client milestones – Monitor the 30, 60, 90 day progress of the client.
Milestone – Milestone Operations – Brand Management
- Verify pain points are resolved, discover ongoing pain points.
- Lead retention efforts by providing proposals, negotiating contracts, and pitching upgrades or upsells as needed.
- Monitor Customer Satisfaction by ensuring that clients answer quarterly surveys.
- Recommend improvements to clients' strategy.
- Ensure that client requirements are met and tasks to fulfill clients' contracts are completed according to timelines.
- Lead your team to drive strategy and pitch new and innovative ideas.
- Must make daily social posts (2 hours per week). The link to the social post is to be posted in Slack.
- Run a weekly podcast (1 hour per week) or join a partner's podcast. This can also be supplemented with recorded video.
- Be intimately familiar with clients' business, competition, and marketing objectives in order to define business problems and apply insights clearly.
- Regularly monitor and report on clients' performance and ensure goals are met.
- Perform Account Audits and Onboarding Audits Checklist.
- Complete Board Review check every other week.
Review the following :
- Design Tiers are being met and have in-progress work.
- Client Board has sufficient work in each Mother Section (SEO, Troubleshooting, Designs, Images, Copy, Catalog, etc.).
- Tasks are being completed in a reasonable amount of time (Utilize Completed Tasks filter).
- Tasks have actions completed and are not continuously pushed back.
- Brand Manager is progressing on Milestone Tasks.
- For any callouts needed, inform your Brand Manager and leave a task on their client board to complete or delegate.
Roles & Responsibilities
- ClickUp Profiles are consistently updated correctly.
- Ensure the onboarding process is seamless.
- Ensure the offboarding process is seamless (The client offboarding process is appropriately documented and centralized).
- Ensure the team completes training videos when released.
- Responsible for the operation of completing Amazon Audits.
- Responsible for the operation of the Amazon Assist Desk.
- Ensure Amazon PODs understand their churn every month.
- Establish clear communication between Account Managers and clients.
KPIs
- 90% of Amazon Clients need to hit 100% of their ad spend budget.
- Less than 7.5% churn per month for the entire Amazon department district 1.
- 90% of Audits get completed and followed up within 5 business days.
- 30% of our Active Clients have left a review on Google.
- 30% of clients are billed for bonuses.
- 95% of clients successfully launch within 7 business days of starting with us (Onboarding Call with client, strategy session, internal onboarding call with team, Tasks are assigned).
- One case study every quarter.
- Less than 20% of client offboarding is negative feedback.
- Maintain 150% Margin Per Head.
Company Core Values
- Extreme Ownership
- Problems are fun and solvable
- 1% Better Every Day
- Accountability
- Moral Person
- Best Thought Wins
- One Life (Let's have impact)
- Value in everything you do
Requirements
- Desired 3+ years of Amazon Seller Central Experience or comparable knowledge/experience. You must know Seller Central inside and out, including flat files, inventory management, FBA process, reinstatement, case filing, Amazon PPC advertising, brand registry troubleshooting, basic Amazon SEO, Helium10, keyword research, etc. You should be familiar and willing to learn to train staff and serve clients effectively.
- High preference for 2 years of agency experience, capable of navigating demands and prioritizing tasks in a dynamic environment.
- 2+ years of management experience with direct reports, including hiring, performance management, and team leadership.
- Comfortable in a fast-changing agency environment, capable of multitasking and ensuring task completion.
- Proficient with workplace tools such as Zoom, Slack, and ClickUp or similar.
- Excel at project management and client communication, especially related to Amazon sales growth.
Growth Path of Eventual Responsibilities :
- Taking on larger, more complex projects beneficial across departments.
- Opportunities to learn from industry professionals in Advertising and Marketing.
- Preparing for advancement through research, collaboration, and understanding market trends.
- Becoming a mentor and advisor across departments like IT, Advertising, Brand Management, HR, Creatives, and Sales.
- Building a strong reputation in the industry.
Benefits
- Salary Range: $72k - $100k
- 401(k) with up to 4% employer match after 12 months.
- Health Benefits (Medical, Dental, Vision) after 90 days.
- Unlimited Paid Time Off.
- 7 Paid Company Holidays.
- Opportunity to run your own Amazon selling business using company resources; many employees do so.
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