Client Success Manager

We are currently looking for a Client Success Manager to join our high performing team. This exciting new role is based in our Sydney office, with the flexibility to work from home. Are you looking for a long term role, do you thrive on working closely with a range of clients and working with a highly experienced team. Are you a highly detailed person, that knows near enough is not good enough. Then this is the role for you!

As a Client Manager you are a key player in our client team and take that responsibility to heart

We are looking for a passionate Client Manager who has experience working directly with clients. Working closely with our clients and our team of expert marketers, designers and developers you will ensure that your clients requirements are delivered on time and meet our client’s, and our own, high expectations.

You are primarily responsible for the communication and engagement of clients ensuring quality and objective problem solving are always in focus. You will create and maintain long-term customer relationships by gaining insight into customer business objectives and aligning the marketing activities accordingly. On a day-to-day basis, you will be working very closely with our Marketers, Designers, Developers and other specialists.

Our team prides itself in guiding our clients from day one, and you will be an integral lead in discovery of business and functional requirements. You will work with our team to translate them into concepts and deliver an exceptional client experience, all the way to launch and beyond. 

If you are genuinely passionate about delivering results, problem-solving and working to keep clients happy, then we have the job for you.

About the role

  • Build rapport and develop long-term strategic relationships with clients in order to provide quality service and encourage retention;
  • Manage client relationships on a day-to-day basis via phone calls and emails in line with their expectations and conduct Work In Progress meetings and communicate updates
  • Ensure projects are consistently delivered on time and within scope and budget.
  • Develop and maintain positive relationships with a wide range of internal and external stakeholders.
  • Work closely with our team to improve the customer experience;
  • Effectively communicate campaign strategies to clients and Provide recommendations on their marketing strategy;
  • Deliver monthly and quarterly reports and updates
  • Stay up-to-date with online marketing platforms (e.g. Google Updates/Trends etc);
  • Obtain and develop insightful, thorough recommendations from Digital Marketing Optimisation Specialists to improve technical, design, content and on-page and off-page optimisation elements for clients;
  • Plan and run meetings supported by design and technical leads.
  • Translate discovery findings into clear requirements (business, functional, technical); working with the design & technical leads to create solutions meeting those.
  • Develop brief documents with clear requirements.
  • Draft meeting agendas and meeting notes and organise weekly progress meetings.
  • Effectively identify and manage project issues, risks and escalate where required.
  • Support the team to make sure the website is as intended, including a full review and QA of all project deliverables. 
  • Successfully manage multiple concurrent clients, including planning schedules, budgeting & estimating and resource allocation.
  • Monitoring budget and provide options when necessary to ensure commercial success.
  • Contribute to our team’s continuous improvement of processes and methodologies.
  • Assess and evaluate project success and report accordingly internally and to the client.

You will have;

 

  • 3+ years proven experience in a similar role managing multiple small & medium clients. 
  • Sales experience working directly with clients.
  • Agency experience is highly desirable.
  • A general understanding of digital marketing and websites
  • Client facing experience with strong presentation skills and exceptional customer experience and communication skills
  • The ability to gather and write client requirements.
  • The ability to manage stakeholder expectations.
  • Ability to handle multiple client accounts, prioritise and meet critical deadlines
  • Be proactive and solutions-focused;
  • Confidence to deliver updates and advice to clients
  • The ability to plan and manage budgets, resources and timescales.
  • Some experience with WordPress would be highly desirable.
  • Excellent problem-solving abilities;
  • Strong IT skills/competency;
  • The ability to perform well under pressure and maintain a positive approach through uncertainty and change;
  • Strong time management skills with a commitment to service quality
  • Commercial acumen to scope project costs and then to analyse and improve project profitability.
  • Confidence to present to stakeholders and clients when required.
  • The ability to articulate complex concepts and ideas in a simple manner to non-specialist audiences.
  • The ability to perform in a fast-paced design process under minimal supervision, staying calm under pressure.
  • Grit, motivation and determination and passion to succeed and grow.
  • A full time role within a growing company.
  • A great salary.
  • Bonus days off each year.
  • No long hours, we NEVER do overtime!
  • A fun office, or you can work from home too.
  • The opportunity to work with a highly experienced team that is growing.
  • A great place to work – opportunity to grow & develop.
  • Autonomy & flexibility to shape your day – we offer flexible working to help you achieve your life-work balance.
  • We even have great deals in place for home loans and other banking products.

Apply Now! 

Email us now at jobs@nucleo.com.au

Email through your Cover Letter and CV,  including  links to your best work and referees for your most recent roles. 

Only successful applicants will be contacted, thanks for your understanding.

 

 

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