Client Success Manager (ZR_19071_JOB)

Job Highlights:

Contract: Independent Contractor

Client Timezone: Perth, Australia

Work Schedule: Mondays to Fridays, 8.30am AWST - 1.30PM AWST

Overview

The Client Success Manager (CSM) plays a critical role in maintaining client satisfaction by acting as the primary point of contact for both ad-hoc requests and ongoing projects.

Additionally, they are the internal champion of getting results – using Clickup as our project management tool.

Our Agency is a marketing agency focusing on digital, web, strategy and brand. Our team thrives on collaboration, excellence, and building lasting relationships with our clients. There is capacity for the role to include marketing tasks for the right candidate.

Preference would be a Balinese-based staff member as we are based in Perth, Western Australia. We are open to Filipinos as well.

Key Responsibilities

● Client Relations: Serve as the sole point of contact for clients, managing inquiries, addressing concerns, and ensuring timely follow-up for ad-hoc requests and website builds.

● Ad-Hoc Requests: Acknowledge and schedule ad-hoc requests, communicate updates to clients, and confirm task completion.

● Oversee the client off/onboarding process, coordinate with the project team during the design and development phases, and maintain regular updates to the client.

● Client Onboarding: Guide new clients through the onboarding process, ensuring smooth transitions and clear understanding of services. Includes replying to emails on behalf of the CEO.

● Manage and monitor all client projects using ClickUp, ensuring deadlines, budgets, and quality standards are met.

● Coordinate with team members, freelancers, and clients to ensure clear communication and seamless workflow.

● Develop and maintain project timelines, task assignments, and progress tracking within ClickUp.

● Act as the primary point of contact for clients regarding project updates, addressing enquiries, and managing expectations.

● Conduct regular check-ins with the team to ensure projects remain on track and troubleshoot potential roadblocks.

● General administrative duties across email, Clickup, Google Drive, Clockify and Xero.

● Prepare and present project status reports to internal stakeholders and clients.

● Feedback and Improvement: Collect and analyse client feedback, identifying areas for improvement to enhance client satisfaction.

Requirements:

Excellent Communication Skills: Ability to articulate clearly and effectively in all forms of communication, ensuring client needs are understood and met.

● Customer-Centric Mindset: Strong focus on understanding client needs and delivering solutions that exceed their expectations.

● Familiarity with branding, web development, social media, and paid ads workflows.

● Detail-oriented.

● Problem-Solving Abilities: Capable of identifying issues and developing effective solutions in a timely manner.

● Organisational Skills: Strong ability to manage multiple clients and projects simultaneously, maintaining high levels of organisation and efficiency.

● Empathy and Understanding: Demonstrates genuine care for client concerns and works diligently to resolve them.

Core Values

● Commitment to Excellence: Strives to deliver the highest quality service and maintain strong, positive client relationships.

● Transparency: Maintains clear and open communication with clients and team members, fostering a culture of honesty and integrity.

● Responsiveness: Prioritises quick and effective responses to client inquiries and concerns, ensuring timely resolutions.

● Curiosity: Willingness to learn or acquire new skills to deliver on tasks in a proactive way.

Required experience and knowledge:

● Clickup

● Google Drive

● Email

● Exceptional English writing and speaking skills (Australian English)

● Basic website editing capabilities on Wordpress

● Familiarity with remote team collaboration tools (e.g., Slack, Google Workspace, Zoom).

Highly regarded experience and knowledge:

● Background in marketing, design, or related fields.

● ManyChat

● Sked (or other social media scheduling tools)

● AgencyAnalytics

● Klaviyo or Mailchimp

● ClickFunnels

Preference:

Knowledge and experience in Canva, Google Sheets and Social Media Planning

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Steady freelance job

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

ZR_19071_JOB