As the bridge between our clients, business development and services teams, this team is key in soliciting feedback from our clients about our people and services and ensuring a smooth new client onboarding experience and client satisfaction. The Junior 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 Director of Client Success and will frequently collaborate with other Hawke associates on the marketing, services and business development teams.

How do you react under pressure? If you’re someone who can stay calm, cool, and collected in just about any situation, this might be the job for you. Being able to react to client concerns quickly and precisely is a must in this role. This person should be flexible, organized and ready to roll up their sleeves anytime a new challenge arises.

As you can imagine, agency life isn’t for everyone. Everybody at Hawke has dealt with an angry client, had bummer days, and has been bucked off the horse from time to time. We have built a business and structure that enables us to learn quickly, rebound even faster, and take things in stride with the goal of serving our clients. You can expect fast paced days, a wide variety of clients and styles, and a team that is just as committed to producing rad work as you are.

Responsibilities:

• Partner with our Sales, Success, billing, and expert teams to ensure customer success 
• Coordinate internal and external calls 
• Introduce clients to partnership opportunities
• Proactively predict possible hurdles to successful marketing campaigns/projects
• Helping set proper expectations internally and externally
• Serve as the primary contact for all client feedback externally and internally
• Develop communication standardization across all service teams for an optimal client kick-off experience
• Observe client calls and meetings, drive feedback to marketing, sales and services teams, and act as a resource for Hawke clients
• As a team, create and share 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
• Execute on lost client calls to identify pain point patterns and propose career development training where applicable to Hawke leadership
• Communicate client survey wins to the appropriate teams
• 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

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 – 30+ accounts managed in a previous role
• Ability to adapt quickly in a fast-paced, start-up environment, but concurrently have an interest in building sustainable processes
• Proven track record of deepening relationships with clients through consistent quality assurance mechanisms
• 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