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Client Success Manager

2 months ago

Edmonton, Canada Reach First Full time
Position Title: Client Success Manager
Timings: 9 AM to 5 PM
Reporting to: Managing Director
Department: Client Success
Location: Edmonton, AB T5J 3R8 (Remote)

This position is only for Canadian citizens

About Us:

Reach First is a Canadian company that provides digital marketing services to our clients in both Canada and the United States. We also build and operate multiple business units within various industries. Performance is at the core of everything we do. We go above and beyond the call of duty to achieve impactful growth for all our clients.


Position Purpose:

As a Client Success Manager, you will play a key role in ensuring our clients receive the highest level of service and support. You will be responsible for building and maintaining strong relationships with clients, understanding their needs, and helping them achieve their goals using our products or services. This role requires excellent communication skills and a proactive attitude.

Education & Professional Qualification:

  • Degree(s)/Major(s): Bachelor or Master in a relevant field from a reputed University.

Experience:

  • 2 to 3 years of proven work experience in a similar role.

What We Offer:

  • A wide range of challenging assignments, We don’t just offer a job; we offer a career with varying assignments and lots of development opportunities.
  • Continuous coaching – you will work with passionate people and receive both formal training as well as day-to-day mentoring from your coach and manager.
  • Dynamic and respectful work environment – employees are at the core, we value every individual and encourage initiatives, promoting agility and work/life balance.
  • A competitive compensation package, in line with your qualifications and experience.
  • As an equal employment opportunity provider, Reach First makes all decisions of employment purely on the basis of merit.

Responsibilities:

  • Act as the primary point of contact for assigned clients, ensuring their needs are met and their expectations are exceeded.

  • Develop and maintain strong, long-term relationships with clients, understanding their business objectives and how our solutions can support them.

  • Provide timely and effective support to clients, resolving issues and answering questions via email, phone, or virtual meetings.

  • Monitor client usage and engagement with our services, identifying opportunities for improvement and additional value.

  • Conduct regular check-ins and reviews with clients to ensure they are satisfied and to address any concerns.

  • A continuous approach to actively growing the community of clients.

  • Collaborate with internal teams (e.g., Sales, Product Development, Marketing) to advocate for client needs and provide feedback for continuous improvement.

  • Assist in the onboarding process for new clients, ensuring a smooth transition and successful implementation of our solutions.

  • Develop and deliver training materials, resources, and workshops to help clients maximize the value of our products/services.

  • Track and report on key metrics related to client success, such as satisfaction scores, renewal rates, and product usage.

  • Stay up-to-date with industry trends and best practices to continuously enhance the client experience.



Requirements

  • Proven experience in a client-facing role, such as Customer Success, Client Success, Account Management, or Sales.

  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.

  • Strong problem-solving skills and the ability to think strategically to address client needs.

  • Proficiency with CRM software and other relevant tools (e.g., Salesforce, HubSpot, Zendesk).

  • Interacting with project managers to ensure assets are developed to the client’s satisfaction.

  • Consistently review, analyze, adjust, and report on results achieved on all campaigns.

  • Keep clients up to date on their latest metrics and dynamic marketing campaigns.

  • Strong organizational skills and attention to detail.

  • Ability to multitask and manage multiple client accounts simultaneously.

  • Highly adaptable and quick to learn new information.

  • High levels of tenacity and desire to go above and beyond.

  • Strong listening skills and ability to understand others’ viewpoints.

  • Experience working for a digital marketing agency is a plus.