Job Description
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.
Minimum 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.
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