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Note: Below are some important considerations before reading on (we want to make the best use of your time)
Internal at Tier 11 - we refer to the Customer Success Manageras aCSO(Client Success Owner)
Tier 11 is a Digital Marketing Agency -https://tiereleven.com/
This role is W2 - full-time employee (non-contractor)
We are looking for a CSO with a strong background/experience inDigital Marketing(preferably at a marketing agency)
*(nice to have): We are looking for a CSO that has experience and is confident working within theAgile scrumframework
This role is fully remote and must be able to work USA hours
With that out of the way lets go!
Are you a Client Success champion with a knack for delivering outstanding results and fostering client success? Do you excel in a fast-paced, dynamic, and collaborative virtual setting? If the answer is yes, then we have an exciting opportunity tailored just for you. Tier 11, a premier digital marketing agency with a global footprint, is on the lookout for an exceptional Client Success Owner (CSO) to join our team of top-tier marketers. In this role, you'll have the opportunity to cultivate meaningful relationships with clients, motivate your team, and contribute to our mission of becoming one of the most influential global digital marketing agencies.
Why You Should Apply for the CSO Role at Tier 11
Having spent 13 years in the business, Tier 11 has bold aspirations of establishing itself as a world-leading digital marketing agency. Envision yourself working alongside an accomplished, international team of over 70 professionals, in a company that values and nurtures talent from within. A culture where egos are checked at the door, and everyone collaborates towards mutual success, all while tackling complex online marketing challenges with some of the industry's brightest minds. Managing $100 million in ad spend each year, we're already a formidable presence, our extensive reach is further bolstered by our popular Perpetual Traffic podcast, which boasts over nine million downloads and ranks among the top 0.5% of all podcasts globally.
As a CSO, you will play a vital role in nurturing successful relationships with our clients and ensuring their satisfaction with our offerings. By leveraging your client management expertise and the exceptional skills of our team members, Tier 11 is poised to achieve even greater heights.
At Tier 11, you can expect:
A competitive compensation package, reflecting your value to our organization, along with flexible part-time or full-time remote work arrangements
Opportunities for professional growth and development, tailored to your unique passions, strengths, and talents, so you can advance as quickly and as far as you're driven
A diverse, inclusive, and supportive work culture, with teammates spanning six continents and coming from various backgrounds, such as nursing, forensic science, psychology, and military strategy
The chance to contribute to the ongoing expansion of our global presence, managing over $100M in ad spend every year across multiple media channels, and helping scale brands in over 50 businesses across dozens of industries
To learn more about our culture and what it's like to work at Tier 11, check out our Glassdoor
Building strong client relationships by understanding their unique needs, goals, and challenges, and tailoring our services to address their requirements effectively
Ensuring client satisfaction through monitoring feedback and proactively addressing any issues that arise, ultimately contributing to reduced churn and increased client retention
Delivering value through Scrum methodology by serving as the Product Owner, defining and prioritizing work to be done by operational team specialists to maximize client success
Facilitating effective communication as the primary point of contact between our clients and our agency, ensuring smooth and efficient service delivery
Driving revenue growth by identifying upselling, cross-selling, and new business opportunities to ensure the long-term financial success of our agency
Championing process improvement by continuously identifying areas of enhancement in our methodologies, further increasing client satisfaction and loyalty
Who You Are:
A successful CSO is committed to driving client success and agency growth. Key aspects of the CSO role include:
Strong client relationship management skills, with a focus on trust and partnership
A client-centric approach, always prioritizing the needs and goals of the clients
Proficiency in Scrum methodology, guiding operational team specialists to deliver maximum value
Excellent communication and collaboration abilities, ensuring clear and timely information flow between clients and internal teams
A proactive approach to problem-solving and revenue growth, identifying opportunities to expand our agency's success
A dedication to continuous improvement, staying informed of industry trends, and implementing best practices
Your Day-to-Day:
As a CSO, your daily activities will involve:
Engaging with clients regularly to review progress, address concerns, and ensure expectations are met
Collaborating on project planning and execution, defining goals and objectives for upcoming sprints
Participating in daily Scrum meetings to maintain alignment and address any blockers
Collaborating with cross-functional teams to ensure cohesive and effective service delivery
Staying up-to-date with industry trends and sharing knowledge with team members
Identifying upselling opportunities and cultivating new business for agency growth
Key Required Behaviours:
As a CSO, your primary responsibility will be to embody and promote our agency's core values and culture, ensuring the success of our clients, team, and agency. Your role will include:
Client-Centric Mindset:Prioritize client satisfaction by understanding their needs and goals, actively listening to their concerns, and delivering exceptional service
Collaboration and Open Communication:Foster a culture of collaboration and open communication within the team, ensuring everyone is comfortable sharing ideas and feedback
Adaptability and Flexibility:Stay current with industry trends and technologies, be open to new ideas, and adjust strategies as needed to deliver the best possible results
Continuous Improvement:Strive for ongoing growth and development, both personally and for the team, by seeking feedback and promoting a culture of learning and improvement
Accountability and Ownership:Take responsibility for client projects' success, set clear expectations, and hold team members accountable for delivering on commitments
Transparency and Trust:Build trust with clients and team members by being transparent about project progress, sharing information openly, and addressing challenges or concerns as they arise
Expected Results and Key Performance Indicators (KPIs):
As a CSO, here are some of the KPIs you will be held accountable for achieving:
Outstanding Invoice Control:Maintain no clients with >2 outstanding invoices and manage client invoices timely
Red Flag Resolution:Address 100% of identified red flags with prompt action and follow-up
Weekly Client Status Update: Provide consistent status updates for 100% of clients each week
Danger/Warning Tag Control:Proactively address potential client issues and maintain
Onboarding Time To Value (TTV) Achievement:Ensure timely and high-quality achievement TTV for each client
Onboarding Call Scheduling:Efficiently schedule client onboarding calls without delays
Scrum Product Owner Success Metrics:Complete all Product Owner tasks with quality work, as per the playbook scorecard
Organized Client Meetings:Book and manage client Zoom calls, ensuring call agenda completion, punctuality, and timely posting of call notes for team visibility
Closing Thoughts:
Tier 11 is more than just a digital marketing agency - we are a collective of disciplined, driven, passionate, and talented professionals, committed to delivering exceptional results for our clients. If you're ready to take your career to new heights and make a real impact in a fast-paced, collaborative, and global environment, we invite you to join our team as a Client Success Owner.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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