This role focuses on client satisfaction and retention to build loyalty, while overseeing operations.
This position serves as a key operations role and represents the organization publicly.
Roles & Responsibilities
- Ensure ClickUp profiles are consistently updated correctly
- Oversee a seamless onboarding process for new clients
- Manage a streamlined client offboarding process, ensuring proper documentation and centralization
- Ensure team members complete training videos as they are released
- Responsible for executing Amazon audits
- Manage the operation of the Amazon support desk
- Ensure Amazon teams monitor and understand their churn metrics monthly
- Establish clear and effective communication between account managers and clients
KPIs
- 90% of Amazon clients meet 100% of their ad spend budget
- Maintain a churn rate below 7.5% per month for the Amazon department
- 90% of audits are completed and followed up on within five business days
- 30% of active clients leave a review on Google
- 30% of clients are billed for performance bonuses
- 95% of clients successfully launch within seven business days of starting, including:
- Onboarding calls with clients
- Strategy sessions
- Internal team onboarding calls
- Task assignments
- Produce one case study every quarter
- Ensure less than 20% of client offboarding includes negative feedback
- Maintain a 150% margin per team member
Daily Responsibilities
- Cultivate and sustain long-term client relationships
- Oversee client progress at key intervals (30, 60, and 90 days)
- Support milestone achievements and brand management initiatives
- Identify and resolve ongoing client challenges, ensuring satisfaction
- Lead retention efforts by providing tailored proposals, negotiating contracts, and recommending upgrades or upsells
- Monitor quarterly survey responses to ensure client satisfaction
- Propose strategic enhancements to improve client performance
- Ensure client needs are met and contractual tasks are completed on time
- Gain in-depth knowledge of clients' businesses, competitors, and marketing goals to solve business challenges
- Regularly track and report client progress to confirm goals are met
- Conduct account and onboarding audits based on the Account Audit Checklist
- Participate in bi-weekly board reviews to:
- Monitor design team workload and current projects
- Confirm sufficient client work across core areas (SEO, troubleshooting, design, images, copy, catalog, etc.)
- Ensure timely task completion and consistent progress
- Track milestone progress with the brand manager
- Coordinate with the brand manager for issue resolution, leaving tasks on their client board as needed
Requirements
- Preferred 3+ years of Amazon Seller Central experience or equivalent knowledge. Comprehensive understanding of Seller Central, including flat files, FBA, PPC, brand registry, and related tools (e.g., Helium10)
- 2+ years of agency experience, with a focus on dynamic client needs
- At least 2 years in a management role, with team leadership, hiring, and performance management experience
- Ability to thrive in a fast-paced environment, effectively managing tasks and setting priorities
- Proficiency with tools like Zoom, Slack, and ClickUp (or similar project management software)
- Strong project management skills and enthusiasm for eCommerce
- Client-focused with experience conducting calls and account management to grow Amazon sales
Benefits
- Yearly bonuses based on performance
- Health benefits (medical, dental, and vision) after 90 days
- Seven paid company holidays
