Account Success Manager
Remote
Account Managers are the liaisons between the agency and its clients. They are the primary point of contact -- handling all day-to-day client interactions, as well as managing the projects and correcting issues as needed to ensure client success. They are committed to providing top-quality service and exceptional results above all else. An Account Manager is simultaneously an agency representative, project manager, and most importantly, coach. We are NOT looking for “yes-people”, who do anything the client asks without critically examining whether it’s actually in their best interest. We are looking for coaches -- marketing personal trainers. We need people who feel comfortable saying, “no we won’t do that, and here’s why…” to a misguided client request, and then coaching them towards the best course of action. Our Account Managers are able to call clients out when they fail to meet expectations or behave against their own self-interest, all while maintaining a positive relationship based on mutual respect and a shared goal of client success above all else. Hesel Media can give you the requisite marketing knowledge for the role; we cannot give you the right attitude and mindset. If you are unable to think critically, have crucial conversations, or set clear expectations, do not bother applying.
RESPONSIBILITIES
- - Managing a book of clients, serving as their primary point of contact via email, call text, and video call
- - Maintaining and developing client relationships based upon mutual respect, high-quality service, expectation setting, and coaching
- - Using the company core values to guide independent decisions about client accounts
- - Continually innovating new methods to improve client experience, results, and retention
- - Managing the entire client life-cycle, including launch calls, check-ins, billing, and offboarding calls
- - Upselling clients on relevant products
- - Collecting client feedback and passing it along to the team to drive constant improvement
DESIRED SKILLS AND EXPERIENCE
- - 2+ years of customer service/coaching experience
- - Direct Response Marketing experience, highly preferred
- - Previous experience with remote working softwares preferred, including Asana, Slack, Zoom, etc.
REQUIREMENTS
- - Most important is mindset & drive -- you hold yourself accountable to the highest standards of performance and are resilient in the face of obstacles or failure
- - A positive attitude -- you see client dissatisfaction as an opportunity, not a burden
- - Driven, competitive, and confident with coaching others and setting expectations
- - Strong attention-to-detail, time-management, and organizational skills
- - Strong interpersonal, verbal, and written communication skills in English
- - Self-starter - being comfortable working 100% remotely, managing your schedule and meeting deadlines without direct supervision
- - Strong time-management and organizational skills under ever-changing schedules
- - Data-Driven -- you are able to use data to diagnose client problems and deliver accurate solutions
- - Coachable - you are willing to learn, ask for help when needed, and push yourself to get better and better
- - Proactive - you strive to get ahead of a problem or start a conversation, instead of waiting for the right time or opportunity to come to you
- - Proven team player mentality
- - Proven record of following through on commitments
- - Result oriented with a strong work ethic
- - Exceptional communication skills, including active listening skills
- - Person that brings a great attitude to work every day
- - Experienced and fluent with North American culture, no exceptions
- - Available schedule but not limited to 8 am to 6 pm EST
BENEFITS
- - Remote position (work from anywhere in the world)
- - Competitive pay
- - Access to world-class training and education
- - Laid back, yet professional vibe
- - We’re a quickly growing company that favors promoting internally -- huge opportunity for upward mobility
We are excited to bring you on as someone who can help us grow businesses that help others live a healthier life! We want you to grow with us and be a larger part of the picture.
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