Hey Frankie is a performance-based e-commerce marketing agency specializing in customer acquisition and revenue optimization. We are looking for a Client Success Manager to join our team.

We are a boutique agency that likes beating the pants off of bigger agencies. If you like to win, are knowledgeable in the e-commerce space, and have client facing experience, please keep reading.

Role Overview: As a Client Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our clients. You will leverage your e-commerce expertise and client interaction skills to drive growth, retention, and exceptional service delivery.

Responsibilities:

Client Relationship Management:

Serve as the primary point of contact for assigned clients, understanding their needs and goals to build strong, lasting relationships.
Conduct regular check-ins and meetings to assess client satisfaction, address concerns, and identify opportunities for collaboration.

Account Management and Growth:

Collaborate with clients to understand their e-commerce objectives, offering tailored solutions and product recommendations to drive mutual success.
Identify opportunities for account growth and upselling, working closely with the Sales team to expand client portfolios.

Onboarding and Training:

Facilitate the onboarding process for new clients, ensuring a seamless transition and providing training on our products/services.
Educate clients on best practices, industry trends, and new features to maximize their utilization of our offerings.

Issue Resolution and Escalation:

Act as a liaison between clients and internal teams, coordinating the timely resolution of any escalated issues or concerns.
Proactively address potential challenges to prevent disruptions in client satisfaction and usage.

Data Analysis and Reporting:

Analyze client data and usage patterns to derive insights, presenting findings and recommendations to optimize client success.
Prepare regular reports highlighting key performance metrics and progress against client goals.

Bachelor’s degree in Business, Marketing, or a related field.
3-5 years of relevant experience in e-commerce, account management, or client success roles.
Proven track record of managing client relationships and driving results in a fast-paced environment.
Strong understanding of e-commerce principles, platforms, and trends.
Excellent communication, negotiation, and presentation skills.

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