Hola!
Watch this video first: /share/f751584d04c24b77bc4836952e6e28d1
If you’re a ROCKSTAR marketing agency account manager / customer success manager, who’s looking to settle down for a few years (or forever!) in a fast-growing, ambitious digital agency, you have come to the right place.
So…!
Welcome! We are MSP Launchpad (), a digital marketing agency focused on inbound marketing (websites, Google Ads and SEO). You’ll take ownership of our customer’s success and make sure that if the team misses a beat, you are there to make sure the client’s completely satisfied. We’ll try to make this as easy as possible for you, because we are looking to become the best MSP marketing agency in the world (which we can only do by providing results!).
Right now, we’re at about 13/15 people – but we are expecting/hoping to settle at a team of about 30 in a few years.
We have a great time together (we’re always on Discord) and being a young, agile firm, we offer a better value proposition & more disruptive technology than our larger competitors.
We’re growing fast and rank on the first page of Google for multiple search terms already. This month, we’re developing our ‘’welcome box’’, so new customers receive some branded material of ours in their post. Our website is still a little bit stale-looking, but we’re almost done revamping it into something that will blow minds – plus we are transitioning to real cutting edge SEO tech already.
WHO ARE YOU
As an account manager / cusotmer success manager, you are responsible for managing the relationships with our clients, especially those who also have a Google Ads or SEO agreement. The bottom line function for this position is to retain our customers and ensure the transition of clients from satisfied to thrilled – by making them feel that we are always focused on their account – and delight them with an outstanding level of personal attention given.
Key Skills
– Excellent communication skills both written and spoken
– High attention to detail
– Great people skills. Comfortable conducting business conversations via phone and web meetings on a daily basis
– Outstanding follow up and follow through
– Strong project management skills (receive needs from clients & communicate with team)
– Effective time management and personal accountability
– Sufficient knowledge of inbound marketing to be able to report and strategize effectively
– Eager to learn
Technical Skills
– Experienced in navigation of major internet advertising interfaces including, but not limited to Google, Bing, and Facebook.
– Able to identify opportunities when analyzing SEO Ranking Reports, Callrail, AdWords, Analytics)
– Quantitative & Analytical Skills
– Able to use return-on-investment (ROI) as a decision making tool and provide analysis of relevant performance data to determine go-forward actions
Qualifications
– Bachelor’s Degree in General Business, Marketing, Advertising, Public Relations, Journalism or English (Preferred but not required)
– 2+ years experience as an account manager at an inbound marketing agency
More years of experience is a plus
AN INSIGHT INTO THE POSITION:
Core tasks
The candidate must be flexible and be able to multitask across a variety of job duties, including:
– Retention of client accounts through review of campaign set up, review of active campaign management and execution of consistent customer service.
– Management and analysis of internet marketing campaigns to satisfy client expectations for various performance metrics.
– Rapport building and the fostering of relationships with clients through timely follow up and communication in order to increase retention of accounts.
– Delivery of education to clients on campaign performance and return on investment received.
– Relay tickets from customers to the internal team and ensure timely delivery.
Supplementary tasks
Before we get into the details, here are the main lines of what we want you to focus on:
– Manage client communication post-sale
– Upsell SEO & Google Ads once website is live (you get bonus $ per sale)
– Birthday cards & wishes (+ other gestures).
– Make sure our ‘’welcome box’’ is well-received and appreciated.
– Implement Account Manager best practices as per our training portal; constantly reinventing & adding to the WOW-experience
– Collect video testimonial & make sure they get added to GMB + LinkedIn (you get bonus $ per testimonial / case study)
– Handling some small, related one-off projects that require a lot of customer communication and are within your skill set, such as ordering a corporate photographer and communicate with client to find a good time for him/her to visit their office
– Develop great understanding of MSP industry (existing understanding a plus)
– Run monthly reports (SEO Ranking Report, Callrail, AdWords, Analytics)
– Put together key feedback for meeting or recap message
– Generate ideas that improve the client’s success
– Do live meeting via Google Meet, Zoom or some other live technology where they can see your screen
– Send a follow up email with key items covered & open next steps
– If a meeting can’t be arranged then an email recap should be sent each month
– Make sure meetings with clients are notated inside our PM: ClickUp
– Update chart of accounts along with status: Reached out for meeting / Had meeting / Sent recap email in absence of meeting
– Respond to client emails on a proactive basis (within 1-2 hours if possible, but certainly the same business day)
– Answer client inbound calls & deal with requests as needed
– Document tickets & follow through on open items for clients
– Follow up on tickets weekly to ensure they are in progress & close the loop with clients
NEXT STEPS:
Please send your resume and record a Loom video (or similar software) to introduce yourself. From there on, we’ll jump on a call.
APPLY FOR THIS JOB:
Company: MSP Launchpad
Name: Louis
Email: