Client Success Manager

Job Title

This is a remote position. Please note: We are not actively hiring for this position at the moment, but we are accepting applications for future openings. Do you enjoy calming pissed off clients who don't want to pay their bills all day long? This is the job for you. And we will reward you for your efforts to sign retention deals. The Client Success Manager is responsible for building and maintaining client relationships with My Amazon Guy. We want you to establish relationships, keep clients happy, and fix their problems. Be a customer advocate. This can entail joining calls with clients, retaining existing clients, determining burn rates and appropriate workloads, providing monthly reports on client performance, handling client escalations and complaints. All while involving appropriate departments. You could be sending client gifts, and more.

About My Amazon Guy My Amazon Guy is a growing digital marketing agency with more than 500 employees and clients! We are engaging, rewarding, and innovative. Our company's goal is to grow sales while giving our clients the peace of mind that everything on Amazon is taken care of.

Key Responsibilities

• Retain clients, get them to sign new 3 month agreements when there is uncertainty or it's been more than 12 months since the last contract was signed.
• A reduction in client complaints by 40% in the first 3 months. We currently average 16 client complaints per week.
• Ensure that MAG deliverables and promises are recorded and upheld by the Brand Management team, and track progress.
• Improve retention rates (profitability) by at least 25% in the first 3 months.
• Proactively speaking with our key clients.
• Monitor and report on burn rates for clients and make recommendations based upon findings on a weekly basis.
• Identify operational level issues affecting client retention, and solve these issues with the Director of Website Orders.
• Monitoring and sending out client surveys, to gauge overall performance and make improvements.

Requirements

• Bachelor's degree in business, finance, management, or a related field
• Proven experience as an operations manager or a similar position
• Proven ability to manage multiple projects simultaneously
• Excellent organizational, project management, and communication skills
• Proficient in MS Office Suite, particularly in Excel
• Ability to quickly learn new processes, strategies, and technologies
• Ability to think strategically and be able to plan for long-term growth
• Strong interpersonal, writing, and presentation skills
• Able to work independently, with strong self-motivation and initiative
• A dual-monitor setup is required (at least 8GB of RAM)
• Must have at least 25 MBPS internet speed

Benefits

40 hours a week, 8 hours a day Competitive salary base Permanent WFH setup Unlimited FREE access to MAG School courses and SOP Library! Work schedule is in EST (Monday-Friday only) Opportunities for professional development and career advancement