This role focuses on client satisfaction and retention to build loyalty, while overseeing operations.This position serves as a key operations role and represents the organization publicly.Roles & Responsibilities
Ensure ClickUp profiles are consistently updated correctly.
Oversee a seamless onboarding process for new clients.
Manage a streamlined client offboarding process, ensuring proper documentation and centralization.
Ensure team members complete training videos as they are released.
Responsible for executing Amazon audits.
Manage the operation of the Amazon support desk.
Ensure Amazon teams monitor and understand their churn metrics monthly.
Establish clear and effective communication between account managers and clients.
KPIs
90% of Amazon clients meet 100% of their ad spend budget.
Maintain a churn rate below 7.5% per month for the Amazon department.
90% of audits are completed and followed up on within five business days.
30% of active clients leave a review on Google.
30% of clients are billed for performance bonuses.
95% of clients successfully launch within seven business days of starting, including:
Onboarding calls with clients.
Strategy sessions.
Internal team onboarding calls.
Task assignments.
Produce one case study every quarter.
Ensure less than 20% of client offboarding includes negative feedback.
Maintain a 150% margin per team member.
Daily Responsibilities
Cultivate and sustain long-term client relationships.
Oversee client progress at key intervals (30, 60, and 90 days).
Support milestone achievements and brand management initiatives.
Identify and resolve ongoing client challenges, ensuring satisfaction.
Lead retention efforts by providing tailored proposals, negotiating contracts, and recommending upgrades or upsells.
Monitor quarterly survey responses to ensure client satisfaction.
Propose strategic enhancements to improve client performance.
Ensure client needs are met and contractual tasks are completed on time.
Gain in-depth knowledge of clients’ businesses, competitors, and marketing goals to solve business challenges.
Regularly track and report client progress to confirm goals are met.
Conduct account and onboarding audits based on the Account Audit Checklist.
Participate in bi-weekly board reviews to:
Monitor design team workload and current projects.
Confirm sufficient client work across core areas (SEO, troubleshooting, design, images, copy, catalog, etc.).
Ensure timely task completion and consistent progress.
Track milestone progress with the brand manager.
Coordinate with the brand manager for issue resolution, leaving tasks on their client board as needed.
Requirements
Preferred 3+ years of Amazon Seller Central experience or equivalent knowledge. Comprehensive understanding of Seller Central, including flat files, FBA, PPC, brand registry, and related tools (e.g., Helium10).
2+ years of agency experience, with a focus on dynamic client needs.
At least 2 years in a management role, with team leadership, hiring, and performance management experience.
Ability to thrive in a fast-paced environment, effectively managing tasks and setting priorities.
Proficiency with tools like Zoom, Slack, and ClickUp (or similar project management software).
Strong project management skills and enthusiasm for eCommerce.
Client-focused with experience conducting calls and account management to grow Amazon sales.
Benefits
Yearly bonuses based on performance.
Health benefits (medical, dental, and vision) after 90 days.
Seven paid company holidays.
Expected salary
$72000 – 100000 per year
Location
USA
Job date
Tue, 17 Dec 2024 23:20:24 GMT
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