Mexico onlyClient Ambassador (CSM/Account Manager) - Launch Your Career Among the Stars! 🚀🌟
Important Requirement: This is NOT a sales position and does not involve any sales activities. This role is highly client-facing, and candidates must be comfortable interacting with clients in the HVAC and home services industries. Applicants should be at ease speaking with small business owners. You must have a solid understanding and experience with digital marketing terminology, including but not limited to areas involving SEO, PPC, web development, and design.
We're not just another agency, and we're searching for someone who is not looking for just another job.
Your Mission: Client Ambassador (CSM/Account Manager)
As our Client Ambassador (CSM/Account Manager), your primary focus will be on enhancing the emotional well-being of our clients. This is not a sales position. Your mission is to deeply understand how all clients are feeling and to thoroughly grasp their business needs. You will identify what makes them happy or unhappy and report your findings to the marketing director and project managers.
Understanding each client's individual needs and exploring different approaches based on what works best for them is essential. You are the clear communicator between our clients and our team, bridging any communication gaps and bringing them to the forefront.
In return, we offer:
- Time Empowerment: A commitment to giving back time – acknowledging it as your most valuable, non-renewable resource.
- Flexible Work Schedule: Embrace a work schedule tailored to your preferences.
- Recharge Days: Offering two recharge days monthly (Feb-Nov), ensuring you return refreshed, ready to enhance productivity, and fully recharged.
- Autonomy and Inclusivity: We offer the opportunity for everyone's voice to be heard, regardless of job title, to propose improvements, fostering an environment that values your contributions.
The heart of Regex SEO is expressed in our brand essence - "We Care".
At Regex, we care about our clients, our teammates, the work we do, and, of course, you! 🚀
- We value Data over gut feelings (let the numbers guide us!)
- We value Transparency over image (that’s right, no secrets!)
- We value Solutions over problem-dwelling (challenge accepted!)
- We value Enthusiasm over complacency (let passion fuel us!)
- We value Mastery in something over mediocrity in everything (you might even catch us doing a happy dance when we nail a project)
If you're looking for a team that's totally committed to delivering awesome results while having a blast doing it, then come join us! We promise you won't find a more caring, passionate, and downright awesome crew anywhere else.
Responsibilities 📅
As Client Ambassador, you’ll be focusing on the emotional states of clients, and have several key responsibilities aimed at ensuring a positive and supportive experience for our clients. These responsibilities include:
Emotional Support and Empathy: 👍
- Providing a compassionate and understanding presence to clients.
- Actively listening to clients' concerns, needs, and feedback.
- Demonstrating empathy and validating clients' emotions and experiences.
Building Client Work Relationships: 📈
- Establishing and maintaining strong, positive work relationships with clients.
- Creating a welcoming and inclusive atmosphere for all clients.
- Personalizing interactions to make clients feel valued and understood.
Communication: 📧
- Communicating effectively and clearly with clients, both verbally and in writing.
- Keeping clients informed about services, updates, and any changes that may affect them.
- Handling client inquiries and issues promptly and professionally.
Conflict Resolution: ✅
- Addressing and resolving any conflicts or issues that may arise.
- De-escalating tense situations and finding mutually agreeable solutions.
- Ensuring clients feel heard and their concerns are addressed satisfactorily.
Feedback and Improvement: ➡️
- Gathering and analyzing client feedback to identify areas for improvement.
- Communicating client insights and suggestions to the relevant teams or departments.
- Implementing changes or improvements based on client feedback to enhance their experience.
Client Education: 📘
- Educating clients about available services, products, and resources.
- Providing guidance and support to help clients make informed decisions.
- Ensuring clients understand how to access and use services effectively.
Advocacy: ✍️
- Advocating for clients' needs and preferences within the organization.
- Ensuring clients' voices are represented in decision-making processes.
- Championing initiatives that improve the overall client experience.
Monitoring and Reporting: 📄
- Tracking client interactions and emotional states to identify patterns or recurring issues, should they arise.
- Reporting on client satisfaction and emotional well-being in relation to our business to management and other relevant team members, if applicable.
- Using data to drive strategies for enhancing client work relationships and satisfaction.
Crisis Management: 🗂️
- Providing support and guidance during crisis situations.
- Helping clients navigate difficult or stressful times with sensitivity and care.
- Coordinating with other departments or professionals to provide comprehensive support.
Continuous Learning: 📖
- Staying updated on best practices for emotional intelligence and client support.
- Participating in any relevant training and development opportunities to enhance your skills as they pertain to this role.
- Adapting to, as required, new tools, technologies, and methods for improving client interactions.
By focusing on these responsibilities, as our new Client Ambassador, you can significantly enhance the emotional well-being of our clients, leading to higher client satisfaction and loyalty.
Requirements
Experience Requirements: 📜🔍
1. Client-Facing Experience:
🌟 Required to have experience in a client-facing role and MUST be comfortable interacting directly with clients.
👥 Direct client-facing experience in the HVAC industry is a bonus, but not a requirement.
💼 Must be comfortable speaking with small business owners and understanding their unique needs.
2. Digital Marketing Knowledge:
🧠 Must have experience and understanding of digital marketing terminology, including but not limited to SEO, PPC, web development, design, and content.
📊 Applicants with digital marketing consulting experience will be highly regarded.
🌐 Must have experience working at a digital marketing agency or as part of a digital marketing team.
3. Interpersonal Skills:
🗣️ Must enjoy being engaging and having friendly, fluid conversations with small business owners.
🤝 Ability to understand client needs individually and seek tailored solutions for different clients.
🔗 Must act as a clear communicator and bridge any gaps between clients and our team.
4. Reporting and Accountability:
📋 Must be comfortable and have experience directly reporting to the CEO/Owner of the company and team leads.
Skills and Traits that Set You Apart: 🚀🌌
Demonstrate the following qualities:
✨ Empathetic Explorer: Demonstrates deep empathy, understanding client emotions and needs, providing a supportive and considerate presence.
🌌 Sociable Star: A bit of an extrovert, enjoys engaging with clients, making conversations enjoyable and friendly.
🌠 Galactic Conversationalist: Thrives in engaging and enjoyable conversations, making clients feel at ease and valued.
🔍 Friendly Comet: Naturally friendly and approachable, creating a welcoming atmosphere for clients and team members alike.
👨🚀 Proactive Pilot: Proactively identifies client needs and takes initiative to address them, demonstrating self-sufficiency and foresight.
💫 Celestial Communicator: Masters client communications, translating complex concepts into clear, understandable terms for diverse audiences.
🌟 Needs Navigator: Easily identifies diverse needs for different clients, ensuring tailored solutions that meet individual requirements.
🚀 Client Comprehender: Understands our clients and their specific needs, providing personalized and effective support.
🌍 Supportive Satellite: Acts as a shoulder for our clients to lean on, offering unwavering support and reassurance.
🌠 Interstellar Intermediary: Effortlessly bridges communication between clients and our team members, ensuring smooth and effective collaboration.
Benefits
The Perks 💼
- Time Off: A paid 2 week holiday rest at the end of the year and monthly recharge days (we encourage team members to take 2 days off to recharge every month completely covered by the company). We offer a minimum 1 week of paid rest days, which becomes available once you've been with RGX for 6 months
- Professional Development: Budgets for courses, tools, tech, and conferences to help you grow your career
- Parental Leave: We offer a paid 3 month paternity/maternity leave for new parents
- Flexible Schedules: You are free to create your own schedules as long as the work gets done
- Fully Remote: Our company is fully remote. If you prefer an office environment we will cover your coworking memberships up to a certain amount. Or, we can cover your internet up to a certain amount
- Profit Shares: Profits are split amongst the whole team at the end of the year
