Chennai, India.
About The Job
The mission of an Client Engagement Specialist OR Client Solutions Specialist is to build rapport by establishing genuine relationships with our partners and their local businesses. They will build credibility by providing expert communication on Marketing Services products and industry trends regarding Digital Marketing products and services. They are the Local Business advocate and Partners sidekick to ensure all aspects of the Local Businesses Marketing Services strategy are taken care of. They also proactively address issues, working closely with fulfillment teams to meet all required outcomes. Their focus is on Churn Mitigation and ultimately Client satisfaction and they must be able to multitask while remaining calm under pressure.
Your Impact
- Provide efficient, knowledgeable, and effective communication on all Marketing Services products & platforms along with industry trends to Partners, Local Businesses, and Internal Stakeholders (as required).
- May be required to do on the fly training or recorded sessions for Partners and Local Businesses.
- Answer inbound calls and emails to support Partners and help them achieve business objectives related to Marketing Services products, platforms and services.
- Perform 1 to 1 onboarding of new partnerships to ensure Partners understand our products, platforms, and processes thoroughly in order to sell more effectively and encourage better relationships with their local businesses.
- Conduct thorough local business onboarding calls, being sure to gather all relevant assets and become an expert on what the businesses goals and priorities are for their products with Marketing Services.
- Ensure ongoing positive relationships with all assigned Partners, Local Businesses, and Internal Account Managers assigned to each.
- Prepare for and Lead Quarterly Business reviews in tandem with the Account Manager in Sales.
- Perform Account Management Checks (on the cadence specific to your service level), confidently reporting findings to Internal Stakeholders, Partners, and Local Businesses (when required)
- Track all tasks related to your Partners (both fulfillment & client engagement tasks) to ensure optimal account health as a whole, reporting any overdue work to your fulfillment cohort to hold them accountable.
- Executes obvious understanding of all Marketing Services products, platforms and reporting tools, and can confidently relay necessary information to all stakeholders that require it.
- Proactively escalate potential issues and solutions with the fulfillment team (and leadership when required) to ensure that the client always receives the end product they expect.
- Ensure Net Dollar Retention and Retention of local businesses and partners are always top of mind.
- Can confidently handle multiple projects at once, while helping each of them find success through Marketing Services products & platforms.
- Assess strategic impacts of new workflows/processes as they are rolled out, and surface any potential concerns or issues that may lead to dissatisfied customers.
- Consistently participates in Cohort Standups and team meetings, offering their opinions to ensure effective decision making and consensus.
What You Bring To The Table
- 1+ years Digital marketing experience for local businesses:
- Basic knowledge of social media (X, Facebook, LinkedIn, etc.) platforms
- Basic knowledge of Search Engine Marketing and Search Engine Optimization
- Basic knowledge of Website Creation
- Basic knowledge of how a customer maintains a good online reputation
- 1+ years experience in customer service or account management with North American customers/accounts.
- Prefer familiarity with customer ticketing systems (such as Zendesk) and/or customer call center type phone systems.
- Proper phone and email etiquette; excellent North American English written and verbal communication skills
- Exceptional organizational skills and attention to detail
- Ability to work independently with minimal supervision and collaborate within a strong team environment
- Independent decision-makers can take calculated risks and deal with ambiguity
- Takes initiative to improve processes and try new things
- A technical aptitude and an ability to learn new processes quickly
Would Be a Plus
- Experience in web design, usability and content optimization
- Proficiency with WordPress and experience with Adobe Creative Suite (Photoshop, InDesign)
- Knowledge of the Digital Advertising industry - able to speak to campaign performance and navigate through the platforms such as Google/Bing Ads, Facebook, Amazon, etc.
- Experience managing the performance of Digital Advertising campaigns on platforms (Facebook, Google, YouTube, Display network, LinkedIn, etc)
About Vendasta
So what do we actually do Vendasta is a SaaS company composed of a company of global brands including; MatchCraft, Yesware and Broadly, that builds and sells software and services to help small businesses operate more efficiently as a team, meet more client needs, and provide incredible client experiences. We have offices in Saskatoon, Saskatchewan, Canada, Boston and Boca Raton, Florida, United States and Chennai, India.
Perks
- Benefits - Health insurance
- Paid time offs
- Training & Career Development - Professional development plans, leadership workshops, mentorship programs, and more!
- Free Snacks, hot beverages, and catered lunches on Fridays
- Culture - comprised of our core values: Drive, Innovation, Respect, and Agility
- Night Shift Premium
- Provident Fund
