Client Success Manager at Hawke Media

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The role of the Client Success Manager is paramount to the success of both Hawke Media’s clients and our consultancy as a whole. As the bridge between our clients, business development and services teams, the Client Success Manager is key in soliciting feedback from our clients about our people and services and ensuring a smooth new client onboarding experience and client satisfaction throughout an engagement with Hawke with will lead to stronger retention of our consultancy and new opportunities to grow and develop our clients’ businesses. The Client Success Manager’s prime focus is centered around the holistic client experience and is to ensure the overall adoption of our services and the continuation of client engagement through education, excellent communication with our clients, conflict resolution between clients their services teams, and portfolio growth. This role will report to the VP of Sales and will frequently collaborate with other Hawke associates on the marketing, services and business development teams.

 

Responsibilities:

 

  • Serve as the primary contact for all client feedback externally and internally
  • Maintain automatic sends for existing clients via Net Promoter Score platform(s). Send NPS Client Feedback Surveys to Hawke leadership teams
  • Develop communication standardization across all service teams for an optimal client kick-off experience
  • Observe client calls and meetings, conduct audits, drive feedback to marketing, sales and services teams, and act as a resource for Hawke clients
  • Prepare quarterly business reports for Hawke clients with the help of services teams and develop strategies for growth and continued engagement between Hawke and its clients
  • Create methodologies to collect data that provide insights on the effectiveness of our services for our clients
  • Ensure clients are prepared for success the first month, including expectation-setting, communicating and improving research and executional processes, and communicating timeline of deliverables
  • Act as a resource for Hawke clients to address any concerns, comments, and overarching questions in regards to their account.
  • Conduct “Surprise and Delight” calls to clients emphasizing and recognizing account wins, ultimately creating opportunities for upsells and cross-sells
  • Develop process for and execute on identifying and saving potential lost clients
  • Execute on lost client calls to identify pain point patterns and propose career development training where applicable to Hawke leadership
  • Client outreach for Hawke clients with a poor experience. Transfer findings to Hawke teams and develop go-forward strategies.
  • Communicate survey wins to teams
  • Execute client feedback surveys to gather feedback on services provided by the services team
  • Perform thorough analysis of lost client reasoning, develop insights, and report findings and recommend action items to C-suite, and operational and services leadership & individual contributors to develop systems, processes, and execution plans that improve client retention
  • Implement and maintain a process to effectively communicate positive feedback with managers and experts
  • Generate positive reviews on directories, listings, and social media (such as Facebook, Google, Yelp, UpCity, etc.) 

 

Skills & Experience:

  • Bachelor’s degree preferred.
  • Minimum of 1-year experience in a client success, business development or account management role.
  • Proven their ability to manage a large book of business – 50+ accounts managed in a previous role.
  • Proven track record of deepening relationships with clients through consistent quality assurance mechanisms
  • Flourishes in a high-growth environment and adapts quickly to change
  • Proven experience in generating client satisfaction, managing client expectations, and negotiate successful resolutions
  • Collaborate with internal teams to push projects through completion in a timely manner
  • Ability to manage multiple projects with strict attention to detail.
  • Excellent communication skills required.
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Technology we use

  • Product
  • Sales & Marketing
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • WrikeManagement
    • WordpressCMS
    • WebflowCMS
    • HubSpotCRM
    • IntercomCRM
    • MailChimpEmail
    • KlaviyoEmail
    • JustunoEmail
    • Facebook AdsLead Gen

Location

We are located in Sawtelle, which is home of some of the best Ramen in the world. Plus, the office is right off the metro making it easily accessible!

An Insider's view of Hawke Media

What are some social events your company does?

Hawke has monthly Happy Hours at our West LA HQ showcasing new initiatives each month. Quarterly, we host Brand Alchemy in NY & LA, an event series focused on the cross-section of marketing and talent that accelerate growth. Annually, Hawkefest invites eCommerce executives to a day of collaboration and programming with industry thought leaders.

Angel

Experiential and Event Marketing Manager

What does your typical day look like?

The best part about working at Hawke is that I have complete control over how my day is scheduled. I don’t have a “typical day” because every day is so different. Some days I’m sitting (or standing!) at a desk doing phone interviews, and some days I’m working on a side project for the recruiting team while lounging in a bean bag chair.

Lizzie

Recruiter

What are some things you learned at the company?

The company as a whole fosters a culture of learning and growth. I came to Hawke with the notion that I was a decent digital marketer, but I have found that there is never too much you can learn. With the ever changing world of marketing and technology, you have to stay invested in education and should always stay hungry for knowledge.

Bryce

Director of Digital Strategy

What is your vision for the company?

As Head of People Ops my vision is focused internally. I envision Hawke to be an agency where employees feel equally empowered and supported. An agency where a sense of eternal wonder coupled with execution is valued, where diligence is enjoyed and rewarded and where all HR practices are built on these principles.

Lindsay

Head of People Operations

What’s the vibe like in the office?

The ethos of camaraderie outweighs any other possible description of how Hawke employees work with each other. I’ve never been in the office when there hasn’t been a positive buzz going around.

Stefan

Director of Digital Strategy

What are Hawke Media Perks + Benefits

Hawke Media Benefits Overview

A ridiculously awesome work environment - equal parts laid-back startup and motivated meritocracy

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Vacation & Time Off Benefits
Unlimited Vacation Policy
We value performance and reward accordingly!
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Dog friendly office, beach days, company retreats, sports leagues, yoga, company-wide meetings, guest speakers
Stocked Kitchen
Happy Hours
Pet Friendly
Relocation Assistance
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Promote from within

Additional Perks + Benefits

We get better every day and we fucking love it. We are insatiably curious in the pursuit of our mission and betterment.

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