Client Success Coach

Job Summary

Our Success Coaches serve as our client's primary point of contact for their marketing services and are accountable for their success with our program. As a Client Success Coach, the most important aspect of your role will be building strong partnerships with your clients and truly understanding their needs. Our coaches work hand-in-hand with their clients to identify their business goals and using our effective marketing strategies and products to reach those goals and see the value of our platform and services.  

Essential Duties and Responsibilities:

• Ensure all client requests are handled within the standards of our current SLA policy, coordinating with our internal team as necessary for resolution.  
• Monitor and troubleshoot client's social and reviews dashboards to ensure they are working properly.  
• Meet with each of your assigned clients at least once per month, or quartlery depending on their package, while making every reasonable effort to be accessible to each client via phone, email, or web conference as needed. This includes ensuring they are on track to take full advantage of our programs. 
• Follow guidelines for ensuring that marketing clients receive full access, implementation, training, and support necessary for GeniusVets/LifeLearn to fulfill the obligations specified within the client services agreement.  
• Monitor client websites on a weekly basis to identify potential issues and escalate to Support and/or the client as appropriate 
• Provide a monthly report on their marketing performance and advertising metrics, providing education and strategic suggestions for continued improvement. 
• Identify potential areas for growth with other GeniusVets or LifeLearn products that clients may not currently be utilizing.  
• Provide client metrics that point out areas of successful performance in a way that generates excitement and appreciation.   (For applicable clients) Work with clients to understand their needs for managed social content and reviews by:   
• Using our library of pre-made content and custom post templates, deliver a completed social content calendar each month. 
• Monitor, escalate, and engage with clients' reviews and social media accounts within the standards of our current SLA policy.  
• Proactively demonstrating how the product or service is meeting customer objectives and achieving desired outcomes.  
• Reviews client accounts weekly in Salesforce and provides an update on health status, including any notes for clients who are at risk 
• Escalates at risk clients to their Manager and the Head of Client Success for handling after they have followed proper processes laid out in the Escalation Playbook
• Regular and reliable attendance is required as this is a full-time position.
• Other duties as assigned by management.

Key Skills, Knowledge and Qualifications:

• An understanding of current digital marketing trends and experience related to website, SEO, social media, etc. (minimum of 1-2 years) 
• Enjoys a client-facing role, comfortable with extensive client meeting involvement and strategic accounting management 
• Effective in meeting facilitation and client management, skilled in communication and detailed feedback handling
• Able to adapt quickly when things shift—comfortable pivoting priorities and staying focused in a fast-changing environment.
• A strong work-ethic with the ability to put in sustained effort to achieve long-term goals, even when faced with setbacks
• An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
• Advanced written and verbal communication skills, detail-oriented in documentation
• Experience communicating effectively with technical staff, non-technical staff, teammates, and all levels of leadership
• A working understanding of social media channels, including but not limited to Facebook, Instagram, YouTube, TikTok, and LinkedIn
• Experience using Google Drive

Not Required But Helpful in the Role

• Experience in the veterinary industry
• Basic understanding of SEO (search engine optimization)
• Other types of marketing experience is a plus (i.e. print marketing) 
• Basic website editing/Drupal
• Remote work experience

Physical/Mental Requirements for the Job:

• Prolonged periods of sedentary movement.
• May be requested to work overtime and weekends if deemed necessary.
• Must be able to lift at least 20 pounds.
• Certain management positions might be required to occasional travel.