BizIQ is seeking an accomplished and highly experienced professional to join our team as a Customer Success Manager on our Digital Marketing Implementation Team. In this senior leadership role, you will be the driving force behind the onboarding process for new customers into our digital marketing services. This position requires a substantial track record in project coordination, exemplary organizational skills, and a proven commitment to delivering exceptional customer experiences.

OBJECTIVES

• Reporting to the Director of Implementation, lead and mentor the customer facing Implementation team to ensure project coordination for new digital marketing clients , adherence to strict timelines, and the delivery of high-quality customer service. 
• Oversee a team of 8-10 of, entry to senior level, reps in managing and prioritizing multiple complex onboarding projects simultaneously, ensuring tasks are completed on time to contribute to a positive and strategic customer onboarding experience.
• Drive innovative improvements in onboarding procedures for SMB clients by identifying opportunities to enhance efficiency and innovation, and spearhead the development and implementation of strategies to optimize the overall customer onboarding experience.
• Maintain strategic communication with clients to address inquiries and provide updates on the onboarding progress.
• Set tactical goals and targets and measure against historical trends to achieve continuous improvement.
• Monitor quality assurance and delegate queue management according to the inflow of new projects and accounts, and track service level agreements against work volumes to effectively manage business deliverables and capacity.
• Execute customer de-escalation calls to resolve client concerns and misunderstandings with service delivery, following through to ensure all executables are completed to satisfaction.

COMPETENCIES

• Exhibit exceptional leadership skills with the ability to manage and motivate a customer success team by setting clear goals, offering guidance, and fostering a positive team environment.
• Possess a strong understanding of customer relationship management principles to develop effective client management and nurturing strategies.
• Have basic knowledge of digital marketing, including SEO, social media, email, and content marketing, to guide clients on best practices and strategies.
• Accomplished in executing performance metrics to measure client account success, tracking key metrics like customer satisfaction and revenue growth, and providing regular reports to senior management.
• Capable of analytical thinking and analyzing data and metrics for measuring customer success initiatives, identifying improvement areas, and making data-driven decisions.
• Well-versed in developing and implementing long-term customer success strategies that align with agency goals, ensuring client retention and satisfaction.
• Understand sales principles to identify upselling opportunities, effectively communicate the value of additional services, and negotiate pricing and contracts.
• Competent in problem-solving to address and resolve client issues promptly, including proactive solutions for potential challenges.
• Demonstrate excellent communication and presentation skills to effectively convey complex ideas and strategies to clients and internal teams.

EXPERIENCE & EDUCATION

• 3-5 years of experience in a leadership role, preferably within the digital marketing industry, for example in SEO, SEM, social media, and email marketing.
• 3+ years experience with Google Suite and CRM tools such as, or similar, to Zoho, Monday or HubSpot.
• 5+ year experience in a metrics-driven organization, with a focus on upselling and maintaining client retention goals. (Our quarterly retention targets are 97%).
• Google Analytics/AdWords Certification is a big plus. 
• Bachelor’s degree in business, marketing, or a related field is a plus.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods attending or presenting on video calls with camera on.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements.

COMPANY BENEFITS & PERKS

• Health Benefits: United Health Medical plans (with Company HSA Contribution), MetLife Dental plans, Vision plan, Life Insurance, Disability Insurance and more.
• Paid Time Off: 15 days of PTO accrued annually, 6 paid holidays, plus 4 floating holidays.
• Retirement Savings: 401K.
• Parental leave: Inclusive and supportive parental leave policy.
• Peer-to-peer Recognition: We call it BizBucks - a rewards program where you can receive weekly prizes Including Amazon gift cards or other prices. 
• Award Winning Culture: A fun, energetic workplace, with a supportive atmosphere, no traveling required.

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.