Client Experience Manager

About the Company:

Market My Market is a digital marketing agency focused on providing outstanding SEO results for clients in the Legal, Dental, and Specialty Medical industries.

About the Role

The Client Experience Manager (CXM) serves as the primary point of contact for a portfolio of Market My Market’s digital marketing clients, focusing on delivering exceptional account management and fostering long-term client relationships. This role is responsible for account strategy, maximizing client opportunities through upselling and cross-selling, communicating value, delivering insight to clients outside of digital marketing scope related to areas such as business development and operations , and representing the company both remotely and during in-person client interfacing opportunities. Each CXM manages a portfolio of approximately 40 clients and collaborates closely with Client Success Managers (CSMs), who provide operational and administrative support. Client Experience Managers report to the Director, Client Experience. 

Key Responsibilities

• Account Strategy: Develop and implement customized account strategies to help clients achieve their marketing goals, ensuring alignment with their business objectives.
• Upsells and Renewals: Identify opportunities for upselling additional services and secure contract renewals through consistent communication and value demonstration.
• Client Relationship Management: Act as the primary liaison between clients and internal teams, fostering trust and maintaining strong relationships. Find and execute on thoughtful client experiences and gifting that shows a care in the client as an individual and an investment in the relationship.Client Event Representation: Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market.
• Portfolio Management: Oversee a portfolio of 30-40 clients, ensuring all deliverables are met and proactively addressing client concerns.
• Collaboration with CSMs: Work closely with CSMs to coordinate the execution of marketing activities, including content delivery, reporting, and project management.
• Performance Monitoring: Track and report on client performance metrics, ensuring campaigns deliver measurable results.
• Problem Solving: Address client challenges by coordinating with internal teams and presenting solutions to maintain satisfaction and retention.
• Strategic Consultation: Provide insights and recommendations based on client needs, market trends, and campaign performance.

KPIs

• Client Retention Rate: Track the percentage of clients retained annually, aiming for a target retention rate of 85-100% to reflect strong client satisfaction and relationship management.
• Upsell Revenue Growth: Measure additional revenue generated from upselling services to existing clients, with a quarterly or annual target aligned with company goals.Portfolio total ARR increase by 10-15% annually 
• Client Satisfaction Score (CSAT): Collect client feedback through surveys to maintain or exceed …