If you work with Matchcraft, then you’ve worked with our stellar Client Engagement Team.
Since this team tackles a collage of strategy, client support and campaign management roles, we thought it was a good idea to shed some light on what they do (and what makes them tick!).
1. What’s a typical day like?
The days are always different, but that’s one of the things we love about our work.
While some team members may be head down, focused on answering customer questions (what we refer to as support tickets); others will be busy monitoring and analyzing our clients’ campaign performance, or hopping on client calls, conducting trainings and on-boarding meetings.
Many of us come in early (5:30, anyone?) and enjoy a quiet few hours in the office before the days’ craziness hits. A few of us work remote. This way, we’re able to easily accommodate all our domestic and international clients by operating on their respective schedules.
2. Do you have any advice for new clients?
One of the most helpful things a new client can do is to understand our platform: how it functions, what it does, best practices for using it.
They don’t have to be an expert—after all, that’s our job!—but having a basic understanding of the platform, provides clients with a few upsides. They’re less likely to be confused, they’re able to take ownership of their campaigns and monitor progress; and they save a lot of time by just simply being in the loop.
Similar to this, it’s great for clients to have at least an entry-level understanding of the search industry and Google AdWords. Again, they don’t need to know it all, but we find that the clients that have an understanding of search are the ones that are most confident, can make fast, strategic decisions, and become true partners.
3. Okay, what are 6 random facts about people on the client engagement team?
- Many of us are ping pong players—and we take it seriously. We work in a fun (read: competitive) office and part of that is the ‘ole ping pong table. It’s not unusual to be taking a bathroom break and to have to dodge a ping bong ball.
- It wouldn’t be Los Angeles without a little Hollywood, right? Well, rumor has it, Jennifer, once starred (we may be using the term loosely) in a music video.
Check it out here: https://www.youtube.com/watch?v=JWA5hJl4Dv0 (Hint: She’s in the background wearing turquoise)
