Junior Client Success Manager at Hawke Media

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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 3+ 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
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Technology we use

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

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?

I love having 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 on the couch- yay WFH!

Lizzie

Senior Talent Acquisition Partner

How has your career grown since starting at the company?

Honestly, my career has grown so much since joining Hawke just five months ago! Since joining the Lifecycle team, my skills have grown in SMS marketing, loyalty & rewards programs, CODING, mastered several new CRMs and ESPs, and added new client-facing skills.

Ian

Archbold

How do you make yourself accessible to the rest of the team?

When a team feels comfortable sharing their challenges, wins, and even parts of their personal lives with each other, you're able to build a team culture where accessibility is tied with honesty, transparency, and a shared sense of purpose. There's no need for “my door is always open” because that is obvious through my actions and our interactions.

Charles

EVP | Finance

What are some social events your company does?

Since the transition to WFH, Hawke Media has become very creative with hosting social events for us. On Wednesday's and Friday's we play games on Zoom like Trivia and Pictionary where we can earn Amazon gift cards! I look forward to these because it is a great chance to interact with other people in the company in a non meeting setting.

Christal

Social Media Manager

What are Hawke Media Perks + Benefits

Hawke Media Benefits Overview

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

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Open office floor plan
Diversity
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Remote Work Program
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
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
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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