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Client Services Coordinator

3 months ago

Victoria, Canada Stretch Creative Inc. Full time

**Client Services Coordinator - Remote Position**

**Purpose**
- To service the heck out of our existing clients in every way possible—providing them with the feeling that they are our #1 client.
- To create a great relationship and experience with each client and identify other opportunities for Stretch to support their content program(s).

**Mission**

To forge close relationships with clients and create an unbeatable experience for them through regular communication and timely problem-solving.

**Scope of Position**

Get to know our clients inside and out and be able to work with their quirks and unique characteristics. Navigate the client relationship to address their questions, concerns, and challenges and identify future needs. Always look to franchise the client and expand our services. Clients need to feel seen, heard, and valued through communication through the agreed-upon channels and cadences.

**Responsibilities**:

- _General Overview_
- Act as the primary point of contact for new customers once they are officially signed on as a client
- Onboard and set up new client accounts
- Respond to client communications in a timely manner, send follow-ups, and schedule/attend regular meetings
- Establish a specific and consistent process for post-meeting follow-ups
- Route new client orders and coordinate with production
- Handle account escalations and involve leadership when necessary
- Become the “voice of the customer” and communicate feedback to internal stakeholders
- Identify potential superfans for customer success stories, testimonials, referrals, etc. and communicate positive feedback to the Managing Editor and/or Community Coordinator to share with the team
- Identify ways to help our clients succeed
- _Weekly_
- Regular client communication meetings
- Document client interactions on Notion so the internal team has visibility
- Communicate client feedback with necessary internal stakeholders
- Communicate with Head of Operations for any production related issues
- _Monthly_
- Conduct client account reviews
- _Quarterly_
- Send client feedback forms and compile data to find ways to service our clients better

**Job Requirements**

**Education**

Bachelor’s degree in a related field, such as business, communications, or marketing

**Training & Experience**

Experience with content, SEO, copywriting, etc. required.

Stretch will provide on-the-job training to help the employee learn the company’s specific processes, procedures, and software that the company uses.

**Skills / Characteristics**
- Communication
- Organization
- Detail-orientation
- Ability to problem solve
- Team player attitude
- Empathy
- Time management

**Salary**: $40,000.00-$50,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

Application question(s):

- Do you have working knowledge of SEO (search engine optimization), blogs, content and copywriting?

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location