Customer Success Manager for a Management Consulting Company

Overview

We are seeking a proactive and technically skilled Customer Success / Account Manager with a strong background in digital marketing. The ideal candidate will manage client relationships, coordinate tasks with our partner vendors, and ensure successful project execution in the areas of websites, branding, email marketing, CRM systems, and more. This role involves weekly client meetings, effective use of Asana for project management, and preparing detailed monthly and quarterly reports using Google Workspace. The candidate will be instrumental in ensuring client satisfaction, driving project outcomes, and managing digital marketing initiatives.

Key Responsibilities

• Client Engagement:
• Participate in weekly client meetings, take detailed notes, and ensure actionable items are clearly captured and followed up on.
• Serve as the primary point of contact for clients, ensuring regular communication and addressing client needs or concerns in a timely manner.
• Build and nurture strong client relationships, particularly focusing on supporting their digital marketing goals and initiatives (e.g., website optimization, email marketing campaigns, branding projects).
• Comfortable working directly with business decision makers, product managers, and partner vendors to move initiatives forward.
• Confidence navigating ambiguity and driving progress without waiting for step-by-step instructions.
• Proven experience aligning internal teams and external partners by turning high-level strategy into actionable deliverables
  
  

Technical Project Management

• Manage project timelines, tasks, and deliverables using Asana, ensuring all stakeholders (internal teams, clients, and partner vendors) are aligned on objectives, deadlines, and priorities.
• Oversee and guide the implementation of digital marketing initiatives, such as website launches, branding updates, email campaigns, and CRM integrations.
• Proactively monitor project progress, anticipate risks or challenges, and propose solutions to keep projects on track.
  
  

Vendor Coordination

• Collaborate with partner vendors to ensure the successful execution of technical and marketing-related tasks, aligning their work with client goals and deadlines.
• Ensure clear communication between clients and vendors to drive seamless project collaboration and resolve any potential issues quickly.
  
  

Digital Marketing Expertise

• Leverage your strong technical background in digital marketing to support clients with strategic advice on websites, branding, email marketing, CRM systems, and other digital marketing tools.
• Stay up-to-date on industry trends and emerging technologies to provide valuable insights and recommendations to clients.
  
  

Reporting And Analysis

• Prepare and deliver monthly and quarterly performance reports for clients, highlighting key metrics, project accomplishments, and areas for improvement.
• Analyze digital marketing performance data (e.g., website traffic, email open rates, campaign effectiveness) and present actionable insights to clients.
• Use Google Sheets, Google Docs, and other Google Workspace tools to create organized and professional reports.
  
  

Account Management

• Maintain thorough records of client interactions, project updates, and key deliverables within internal systems, ensuring seamless information flow across the team.
• Identify potential opportunities for account growth, such as new digital marketing services, and work with the sales team to pursue these opportunities.
  
  

Internal Collaboration

• Work closely with internal teams, including marketing, technical, and sales departments, to ensure seamless client experiences and project execution.
• Contribute to the development of best practices and processes to enhance efficiency and client satisfaction in managing digital marketing projects.
  
  

Qualifications

• Proven experience as a Customer Success Manager, Account Manager, or a similar role, with a strong focus on digital marketing (e.g., websites, branding, email marketing, CRM systems).
• Strong technical expertise and hands-on experience with digital marketing tools and platforms, such as website CMS (WordPress, Shopify, etc.), CRM systems (HubSpot, Salesforce), email marketing platforms (Mailchimp, Klaviyo), and branding projects.
• Excellent project management skills with experience using Asana or similar tools to manage tasks, timelines, and collaboration.
• Exceptional communication and interpersonal skills, with the ability to build long-term client relationships and communicate technical details clearly.
• Ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment.
• Analytical mindset with the ability to interpret digital marketing data and provide actionable insights to clients.
• Proficiency in Google Workspace (Google Sheets, Google Docs, Google Slides) for communication, reporting, and collaboration.
• Experience with both Agile and Waterfall methodologies
• Comfort with web development and cloud infrastructure concepts
  
  

Key Competencies

• Strong technical foundation in digital marketing, including familiarity with web development, email marketing strategies, CRM integrations, and branding.
• A customer-centric attitude with a strong commitment to delivering exceptional service.
• High attention to detail and outstanding organizational skills.
• Problem-solving mindset with a proactive approach to addressing client needs and project challenges.
• Strong collaboration and teamwork skills.
• Adaptability and openness to new trends and technologies in the digital marketing space.