Job Description
This role focuses on client satisfaction and retention to build loyalty, while overseeing operations. This position serves as a key operations role and represents the organization publicly. Roles & Responsibilities • Ensure ClickUp profiles are consistently updated correctly. • Oversee a seamless onboarding process for new clients. • Manage a streamlined client offboarding process, ensuring proper documentation and centralization. • Ensure team members complete training videos as they are released. • Responsible for executing Amazon audits. • Manage the operation of the Amazon support desk. • Ensure Amazon teams monitor and understand their churn metrics monthly. • Establish clear and effective communication between account managers and clients. KPIs • 90% of Amazon clients meet 100% of their ad spend budget. • Maintain a churn rate below 7.5% per month for the Amazon department. • 90% of audits are completed and followed up on within five business days. • 30% of active clients leave a review on Google. • 30% of clients are billed for performance bonuses. • 95% of clients successfully launch within seven business days of starting, including: • Onboarding calls with clients. • Strategy sessions. • Internal team onboarding calls. • Task assignments. • Produce one case study every quarter. • Ensure less than 20% of client offboarding includes negative feedback. • Maintain a 150% margin per team member. Daily Responsibilities • Cultivate and sustain long-term client relationships. • Oversee client progress at key intervals (30, 60, and 90 days). • Support milestone achievements and brand management initiatives. • Identify and resolve ongoing client challenges, ensuring satisfaction. • Lead retention efforts by providing tailored proposals, negotiating contracts, and recommending upgrades or upsells. • Monitor quarterly survey responses to ensure client satisfaction. • Propose strategic enhancements to improve client performance. • Ensure client needs are met and contractual tasks are completed on time. • Gain in-depth knowledge of clients' businesses, competitors, and marketing goals to solve business challenges. • Regularly track and report client progress to confirm goals are met. • Conduct account and onboarding audits based on the Account Audit Checklist. • Participate in bi-weekly board reviews to: • Monitor design team workload and current projects. • Confirm sufficient client work across core areas (SEO, troubleshooting, design, images, copy, catalog, etc.). • Ensure timely task completion and consistent progress. • Track milestone progress with the brand manager. • Coordinate with the brand manager for issue resolution, leaving tasks on their client board as needed. • Preferred 3+ years of Amazon Seller Central experience or equivalent knowledge. Comprehensive understanding of Seller Central, including flat files, FBA, PPC, brand registry, and related tools (e.g., Helium10). • 2+ years of agency experience, with a focus on dynamic client needs. • At least 2 years in a management role, with team leadership, hiring, and performance management experience. • Ability to thrive in a fast-paced environment, effectively managing tasks and setting priorities. • Proficiency with tools like Zoom, Slack, and ClickUp (or similar project management software). • Strong project management skills and enthusiasm for eCommerce. • Client-focused with experience conducting calls and account management to grow Amazon sales. • Yearly bonuses based on performance. • Health benefits (medical, dental, and vision) after 90 days. • Seven paid company holidays. Apply tot his job