Client Experience Manager

Client Experience Manager

About Market My Market

Market My Market is a fast-growing digital marketing agency delivering customized, full-service marketing campaigns that bring companies to life online. We pride ourselves in delivering measurable results that directly impact our clients' businesses. Our target markets include single event legal, specialty medical, and dental clients located across the country who are looking to grow their presence in their local markets.

Our Growth Story: In just 4 years, Market My Market has experienced remarkable growth, expanding from 40 clients to nearly 200 clients. This rapid expansion reflects our commitment to excellence and the trust our clients place in our services.

About the Role

As a Client Experience Manager (CXM) at Market My Market, you'll serve as the primary point of contact for a portfolio of 20-40 digital marketing clients, focusing on delivering exceptional account management and fostering long-term client relationships. You'll be responsible for account strategy, maximizing client opportunities through upselling and cross-selling, communicating value, and delivering insights related to business development and operations. You'll collaborate closely with Client Success Managers (CSMs), who provide operational and administrative support, and report to the Director of Client Experience.

Career Growth Opportunities

Join our thriving Client Experience team, which has grown from just 2 team members to 10 in the past 4 years. As we continue our expansion, we're creating clear advancement paths for motivated professionals. We believe in promoting from within and providing our team members with the resources and mentorship needed to grow their careers alongside our company.

Key Responsibilities

• Account Strategy: Develop and implement customized account strategies to help clients achieve their marketing goals, ensuring alignment with their business objectives
• Upsells and Renewals: Identify opportunities for upselling additional services and secure contract renewals through consistent communication and value demonstration
• Client Relationship Management: Act as the primary liaison between clients and internal teams, fostering trust and maintaining strong relationships
• Client Event Representation: Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market
• Portfolio Management: Oversee a portfolio of 20-40 clients, ensuring all deliverables are met and proactively addressing client concerns
• Collaboration with CSMs: Work closely with CSMs to coordinate the execution of marketing activities, including content delivery, reporting, and project management
• Performance Monitoring: Track and report on client performance metrics, ensuring campaigns deliver measurable results
• Problem Solving: Address client challenges by coordinating with internal teams and presenting solutions to maintain satisfaction and retention
• Strategic Consultation: Provide insights and recommendations based on client needs, market trends, and campaign performance
• Client Experience: Create thoughtful client experiences and gifting that shows care for the client as an individual and investment in the relationship

Requirements

• 3+ years of client-facing experience in an agency setting with a focus on SEO, local SEO, and/or digital marketing
• Proven track record of managing client relationships and driving client retention
• Experience with organic SEO strategy development and execution
• Strong understanding of Google Business Profile optimization and local search marketing
• Experience analyzing SEO performance data and communicating insights to clients
• Excellent verbal and written communication skills
• Ability to build trust and rapport with clients quickly
• Problem-solving skills and ability to navigate challenging client conversations
• Strong organizational skills to manage multiple accounts simultaneously
• Experience in the legal, medical, or dental industries is a plus
• Spanish language proficiency strongly preferred
• Proficiency with tools such as Google Analytics, Google Search Console, Ahrefs, HubSpot, and project management software

Team Achievements

Our Client Experience team has been instrumental in:

• Maintaining a 90%+ client retention rate during our rapid growth phase
• Successfully transitioning clients to expanded service packages, increasing average client value by 25%
• Developing sophisticated onboarding processes that reduce time-to-value for new clients
• Creating client success frameworks that have directly contributed to our expansion from 40 to nearly 200 clients

Compensation & Benefits

• $65,000 - $75,000 per year, salary based on experience
• PTO: 2.25 weeks per year
• Health insurance benefits
• 401(k) plan (after 1 year of employment)
• Remote work opportunity

All emails will come from a @marketmymarket.com or @applytojob.com domain only. All other emails are fraudulent. We will never interview candidates via Microsoft Teams.

Our Core Values

• Do What You Say
• Be Honest and Transparent
• Proactive, Not Reactive
• Be Thought-Leading
• Instill Trust Through Consistent Accountability
• Always Do Better, Always Be Better
• Do the Right Thing for Clients and MMM

Market My Market is an equal opportunity employer and does not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.