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Client Success Specialist (Account Manager)
Overview
About The Position
This is a fully remote position that requires a stable, high-speed internet connection, and the ability to work Monday-Friday 8am-5pm EST.
We are looking for a highly-motivated Client Success Specialist to join our fast-growing digital marketing agency. Client Success Specialists serve as the primary point of contact between the agency and our clients. They are responsible for communicating via phone, Zoom, and email to help ensure our clients get what they need and are satisfied with our services. Building strong relationships is critical to success in the role.
Our communication cadence includes onboarding new clients, monthly review calls with existing clients, and responding to client questions throughout the day via phone, Zoom, Slack, Loom, and email. In this role, there may be times when you have to accommodate difficult requests and deal with various client issues. You will have to determine when issues need to be escalated through our internal chain of command.
Most importantly, you must possess the ability to work confidently and accurately. If you have exceptional communication skills and a passion for marketing, then apply today to join our rapidly growing team as a Client Success Specialist!
What You’ll Be Doing
- Onboarding Calls – These are initial client calls conducted over Zoom. These calls are your first interaction with clients so confidence and attention to detail are requirements.
- Monthly Calls – Review and report client numbers on scheduled calls every month. This role requires the ability to research, understand, and properly communicate client results. Negative results should be escalated through our internal chain of command.
- Client Advisement – Advise clients on strategy as needed and advocate on their behalf for program changes as necessary.
- Intake Review – Review intake in our lead tracking portal for managed clients and classify patient/non-patient leads for reporting.
- Support – Address all client questions and concerns promptly and accurately. Responses should be delivered via email, Loom, or a scheduled call/Zoom meeting. Issues that require technical insight should be escalated through our internal chain of command.
- Project Management – Manage projects and proactively provide updates to clients. Tasks created for clients should be reviewed daily and if necessary, escalated through our internal chain of command.
- Communication – Communicate clearly, promptly, and concisely with internal team members and third-party partners via email, Slack, Zoom, and phone.
Tools We Use
- WordPress
- Zoho CRM/Desk
- ClickUp
- Zoom
- Loom
- Slack
- Google Drive (Docs, Sheets, etc)
- Ahrefs
- Google Analytics
- Google Search Console
- GoHighLevel
- WhatConverts
- SocialPilot
About
Dental marketing isn’t so different from dentistry itself: success means bringing together the right people, processes, and tools. At DentalScapes, we’re on a mission to deliver first-in-class digital marketing services for dental, orthodontic, and other specialty practices rooted in our Core Values:
Do the Right Thing — Treat people how you want to be treated.
Personal Connections — We build relationships with clients and team members and cheer for their success.
Curiosity — Digital marketing changes daily. We are always curious about ways to continually improve.
Accountability — Don’t point fingers. Even when it’s not our fault, it’s still our problem.
Transparency — Share information and don’t keep people in the dark.
Our approach to digital marketing is evidence-based and data-driven. Nothing is “set it and forget it.” We leverage data to continually evaluate and fine-tune dental marketing campaigns to drive more leads, book more appointments, and maximize practice profitability. And we show our work — every DentalScapes client has on-demand access to an online dashboard displaying real-time results. We treat our clients like you treat your patients — no surprises.