Client Success Executive

CLIENT SUCCESS EXECUTIVE
The SEOReseller Client Success Executive shall work closely with Client Success Lead, Operations Manager, Partner Success & Growth Executives most of their time will be spent coordinating various team members with onboarding new franchisee clients and executing request updates from franchisee clients. Part of their daily responsibilities is to ensure that execution of these tasks are in compliance with the team’s quality guidelines and are completed within an acceptable timeline.
DIMENSIONS:
1. CLIENT SUCCESS CORE TASKS:
Onboarding New Franchisees
a. Accurately set-up new franchisee’s web page via DevHub.
b. Set-up and optimize franchisee’s GMB listing.
c. Set-up franchisee’s social media profiles and listing under SOCi.
d. Coordinate with Franchisee AM and CSR once onboarding is completed.
e. Accurately and proactively document customer interactions in the tool.
2. OPERATIONS EXCELLENCE
Milestone Fulfillment
a. Execute ticket requests and update internal teams in a timely manner with a minimum requirement of same day response with a maximum of 24-hour response time and 72 hours completion time.
b. Soci-The expert on Navigation, troubleshooting of user errors and experience, usage of apps found in each package.
c. GBP Profile Optimization of each brand being handled.
d. Ensure Cross Browser Compatibility, Test for Responsiveness, Functionality Testing, Check for Broken Links, Ensure Security, and Test Payment Gateways (Website QA)
e. Reputation Management-Make sure to maintain the positive image of each brand being handled.
f. In charge of keeping franchisee profile records and listing records up to date.
3. CONTINUOUS LEARNING AND DEVELOPMENT
g. Client Education on Services-shall supports the Client Success Lead for educating clients on our methodology, technology, the industry, and our processes.
h. To assist PSGs and team members on other ad hoc projects.
i. Individual education/certification to match future demands of the role/team.
QUALIFICATIONS:
a. Basic HTML
b. Good Communication Skills/Customer Service Skill
c. Proficient to advanced knowledge on Gsheet/Excel
d. Basic knowledge of (Hubspot, SOCi, WhatConverts, and Ninjacat)
e. At least 2 years relevant Work experience