Head of Client Success Digital Agency

THIS ROLE IS FOR SOMEONE LOOKING TO BUILD A CAREER AND NOT FOR YOU IF YOU ARE LOOKING FOR ANOTHER FREELANCE GIG

TO BE CONSIDERED FOR THIS ROLL PLEASE FILL THIS APPLICATION Click to view/head-of-client-success

Join Our Team as Head of Client Success at iSmart Media – Davao City
Are you a seasoned professional with a deep understanding of customer success and a passion for driving results?

iSmart Media is seeking an exceptional Head of Client Success to lead and inspire our Performance Lead Account Managers and Agency Retainer Account Managers. This is not a role for the faint-hearted – we’re looking for someone who thrives on challenges, can navigate complex systems like Go High Level, is well-versed in the digital agency retainer model, and has a strong grasp of pay-per-lead performance marketing and the home improvement sales process. We need a fearless leader who can win back burned clients, excel in phone sales, and isn’t content with armchair directing.

Position Description Overview:

Client Success/Customer Service:

Handle incoming calls and B2B communications, addressing inquiries from both new and existing Energy Smart customers.
Process and follow up on inquiries, escalating issues as needed to ensure timely resolution.
Engage customers professionally and courteously, providing accurate information and confirming their requirements.
Redirect calls to appropriate departments and manage interactions efficiently.
Resolve customer complaints and direct complex issues to the relevant internal experts.
Drive client setup post-contract, including linking ad accounts to Google.
Perform outbound calls through the dialer to manage enquiries and maintain engagement.
Administration:

Support operations with collections and accounts receivable for assigned clients.
Manage general administration tasks such as invoices, contracts, and direct debit submissions.
Set up clients on the portal and conduct onboarding calls, sharing setup instructions and tutorials.
Send regular reports to clients detailing lead delivery, expenditures, and cost per lead metrics.
Monitor and optimize Zapier accounts for efficient client operations.
Relationship Management:

Foster strong relationships with clients and internal colleagues, contributing to loyalty and financial growth.
Collaborate closely with the media team to ensure optimal outcomes for clients’ Cost Per Lead.
Characteristics of the Ideal Candidate:

Customer Service: Exhibit a genuine passion for customer engagement, nurturing relationships, and delivering outstanding results.
Teamwork: Thrive in a collaborative environment, actively contributing to a positive team culture.
Communication: Demonstrate exceptional phone manner and communication skills, engaging effectively with customers, colleagues, and directors.
Flexibility and Learning: Embrace new challenges, learn quickly, and actively contribute to company growth initiatives.
Organizational Skills: Manage multiple tasks, prioritize effectively, and maintain composure during busy periods.
Technical Proficiency: Possess strong computer skills.
Experience: 3+ years in customer service/client success, with a background in sales and retention. Solar energy industry experience is desirable but not mandatory.
Key Performance Indicators (KPIs):

Retention Rate: Maintain a strong retention rate of clients.
Customer Satisfaction: Ensure high levels of customer satisfaction through effective communication and problem-solving.
Up-Sell/Cross-Sell: Identify opportunities for up-selling and cross-selling to existing clients.
Why Choose iSmart Media:

At iSmart Media, we are committed to driving innovation and excellence in the digital marketing landscape. As the Head of Client Success, you will play a pivotal role in our growth journey, working with a dynamic team in a fast-paced environment. We offer a competitive compensation package and the opportunity to make a significant impact.

Ready to step into a leadership role that demands both expertise and fearlessness? Apply now by sending your resume and a compelling cover letter outlining your relevant experience and detailing how you’re the perfect fit for this role to [email address].

Note: iSmart Media is an equal opportunity employer and values diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Lead the charge in client success and make a lasting impact at iSmart Media. Apply today and seize the opportunity to lead a team of driven professionals to new heights!