Client Success Manager

**lient Success Manager Job Description**:
Fountain Forward Client Success Managers serve as a communication and problem-solving liaison between the client and the entire Fountain Forward team. You serve as a representative of Fountain Forward values, culture, and expert on marketing services to the client. You are the primary point of contact handling all the daily client interactions, managing the projects, maintaining client retention, reviewing and assessing client’s progress, offering recommendations based on results, and fixing any issues that arise. You are committed to providing the best quality of service to your clients.

At Fountain Forward, we are less digital marketing vendor and more trusted marketing and business growth partner for our clients. We are looking for someone skilled at maintaining that partnership through distinct listening and qualification practices to determine what course of action is in the client’s best interest, and we’re looking for someone who is willing to say “no” to clients and guide them to the best course of action.

**Responsibilities for Client Success Manager**:

- Manage between 15-20 clients, serving as the primary point of contact for your book of business facilitating all communication between the client and the Fountain Forward team.
- Meeting with clients no less than monthly to discuss their advertising and marketing needs, as well as maintaining and building client relationships based on expectation setting and high quality guidance.
- Managing the entire client life cycle, including kick off calls, launch calls, check ins, and offboarding
- Oversight of day to day implementation of client’s overall marketing strategy, as well as collecting regular feedback and passing it along to the internal team to drive consistent improvement.
- Keeping in contact with the client during all marketing phases; with an awareness of their needs and how our team is under or over delivering in all areas of service.
- Working with the client and Fountain Forward’s internal team to continuously create and innovate the client’s overall marketing strategy.
- Continuous contact with clients; including weekly updates on projects and at least one monthly meeting to report on key performance indicators and ongoing projects.
- Resolving any problems between client expectations and promised deliverables.
- Respond to complaints and resolve issues with the goal of customer contentment and the preservation of the company’s reputation.
- Working with the Fountain Forward’s internal team to create campaigns as needed that meet the client's brief and budget.
- Briefing the creative team who will produce various marketing needs, and setting clear expectations to ensure deadlines are met.

**Required Experience for a Client Success Manager at Fountain Forward**:

- **You should have experience in the automotive industry**:

- **If your job previously or currently includes being an Internet Administrator, CRM Administrator, Internet Sales Manager ,BDC Manager or Director, we want to hear from you**:

- Above roles ideally should have experience in marketing, web administration, CRM administration, lead administration, or inventory management.
- You should have minimum of 3 years experience in marketing/digital advertising and client management, with a keen interest in learning more.
- Proven project management skills with an emphasis on quality control.

**QUALITIES WE LOOK FOR IN IDEAL CSM CANDIDATES**
- You have the ability to build and maintain relationships.
- You have the ability to use data to tell a story and explain results.
- You have strong knowledge in digital marketing and strategy.
- You are enthusiastic and passionate with a positive attitude and mindset.
- You are a Self Starter
- You are 100% comfortable working remotely and meeting deadlines without direct supervision
- You are a Team Player
- You are able to collaborate with a small team, ask for help when needed and delegate tasks
- You are Coachable
- You are excited to participate in ongoing training and constantly pushing yourself to get better everyday
- You are Proactive
- You strive to be ahead of the problem, instead of just waiting for the problem to arise
- You are Data Driven
- You are able to use data to diagnose client problems and deliver accurate and actionable solutions.
- You maintain a Standard of Excellence
- You hold yourself accountable to the highest standards. You have exceptional interpersonal, verbal, and written communication. Driven and confident with coaching others and setting expectations. Strong attention to detail, time management and organizational skills.

**Benefits**:

- Work from home
- Flexible Schedule (within reason)
- Unlimited vacation policy (just 2 week notice + approval) and sick days
- Health Insurance
- Paid Maternity Leave
- Huge opportunity for upward growth within the company
- Access to training in digital marketing, advertising, and leadership
- Coachi