Position Overview
The Client Success Specialist is responsible for managing and building relationships with our restoration contractor clients. You'll serve as the primary point of contact between clients and our agency, ensuring project success, managing expectations, and fostering long-term partnerships. This role focuses on maintaining client engagement through proactive communication, reporting on account performance and ROI, and driving client retention through exceptional service.
Job Responsibilities
Client Relationship Management:
- Maintain regular two-way communication between clients and the agency to ensure project success and expectation management
- Build rapport and foster relationships with clients through timely follow-up and communication to increase retention of accounts
- Create and develop proactive touchpoints to maintain client engagement
- Achieve long-term partnerships with clients as part of exceeding client retention metrics
Reporting & Communication:
- Report to clients on overall account performance, results, and return on investment
- Present creative work and campaign details to clients for consideration and approval
- Provide monthly client reporting and account overview meetings
- Monitor our support inbox and respond to clients in a timely manner
Daily Tasks:
- Monitor Front email inbox and ClickUp notifications
- Track time and document tasks
- Respond to Slack communication
Weekly Tasks:
- Attend morning team meetings
- Attend weekly team meetings
Monthly Tasks:
- Lead and attend account planning meetings
- Conduct monthly account overview meetings with clients
- Prepare and deliver monthly client reporting
- Organize new account photos
As Needed:
- Participate in onboarding new clients
- Handle offboarding of clients
- Transition accounts from onboarding phase to maintenance phase
- Respond to negative customer reviews left on a client's Google Business Profile
Key Requirements
Skills & Qualities:
- High attention to detail and technical skills
- Outstanding follow-up and follow-through
- Strong understanding of timelines and deadlines
- Effective time management and personal accountability
- Excellent communication skills both written and spoken
- Great people skills with comfort conducting business conversations via phone and web meetings on a daily basis
- Skilled in providing simplified explanations of complex or complicated concepts
- Time management and multitasking skills to handle multiple tasks and clients at once
Benefits & Perks
- 2 weeks PTO, plus paid US holidays
- 100% remote work with flexible schedule within core hours
- 401K - 4% Matching
- Direct access to leadership and a supportive team environment
- Professional development opportunities
- Positive work culture committed to helping employees grow within their roles
- Work-life balance focus - we don't want anyone to burn out
Work Culture: This position comes with a lot of ownership and accountability, mixed with the support of our operations team. Our work hours are typically a standard 40-hour work week in a "casual and fun" environment focused on positivity and encouragement. Our core values include being positive team players, maintaining integrity & accountability, staying results-focused, always being resourceful, and remaining humbly confident.
About Vinnie Mac Restoration Marketing: We're a full-service digital marketing agency near St. Louis, MO that specializes exclusively in helping damage restoration contractors increase their sales and dominate their local markets. For over 9 years, we've been the go-to agency for restoration businesses looking to generate quality leads through SEO, PPC, reputation management, and website optimization. We are a group of talented thinkers, dreamers, and doers who move the industry forward and provide our clients with impeccable service.
