Customer Success Manager (Remote)

Location: Remote (EST Time Zone)

Work Schedule: Monday-Friday, 9 am – 5 pm (EST)

About Us:

Our company is a leading marketing agency specializing in local SEO for home service businesses. We are committed to delivering exceptional results for our clients and providing a welcoming and supportive environment for our team.

Role Overview:

We are seeking a highly organized and motivated Customer Success Manager to join our team. In this dynamic role, you will be responsible for providing comprehensive support to our COO and assisting in the efficient operation of our backend processes. The ideal candidate will be customer-focused, detail-oriented, and able to thrive in a fast-paced environment.

Key Responsibilities:

• Set clear expectations and educate clients on SEO during the onboarding process.
• Collect all required information from clients during onboarding and ensure accurate data collection.
• Ensure each client’s Google Search Console is set up correctly and optimized.
• Respond to client inquiries promptly and accurately, ensuring their needs are met.
• Schedule and coordinate check-in calls with clients and update the team on client progress.
• Optimize Google Business Profiles and create products with external links to website pages.
• Complete monthly reporting to clients in a timely manner.
• Route client requests to the appropriate team member using Monday.com.
• Gather feedback from clients to identify areas for improvement in our services and processes.
• Assist in improving backend efficiency by identifying and communicating areas for improvement.

Qualifications:

• High proficiency in spoken and written English.
• Previous experience in a customer-facing role, preferably in a marketing or agency environment.
• Strong organizational skills and attention to detail.
• Ability to work efficiently under pressure and prioritize tasks effectively.
• Experience with SEO and Google Business Profile management is highly desirable.
• Proficiency in using tools such as ChatGPT, Monday.com, and Slack is preferred.

Personality Traits and Preferences:

• Fun and outgoing personality.
• Preferably female.
• Ability to work in a fast-paced and collaborative team environment.

Training:

Comprehensive training will be provided on our industry, customer onboarding processes, and the use of relevant tools and platforms.