Client Success Manager:
Remote, Full-time Salaried Position
Do you LOVE working with clients and building long-lasting relationships? Looking for a remote position with true work/life balance, and a chill, happy, and talented team? Want to make a real impact on small businesses? You've come to the right place!
Reflective Marketing is Canada’s top HVAC social media ad agency, and we’re ready to add some awesome new talent to our team! Our tight-knit crew is full of creative thinkers, problem solvers, and action-takers who are passionate about building thriving businesses. Our mission is to empower contractors to provide for their families, support their employees, and enhance the comfort and affordability of their customers' homes.
While our agency is based in Newfoundland and Labrador, Canada, our team is fully remote and we serve clients across Canada and the United States. Our team is excited to expand, and we hope you’re up to the challenge of growing our agency with us!
This Role Is Right For You If:

• You are self-driven, assertive, enthusiastic and confident
• You are a people-person who not only loves working with others, but can quickly understand different personality types and adjust your approach accordingly
• You are incredibly organized, persistent, and detail-oriented
• You’re known for getting things done and having a high standard of work
• You have a proven track record of client success
• You’re relatively tech-savvy and like learning new things
• You want to make a real impact, not just be a cog-in-the-wheel
• Ultimately, you love making people happy and you’ll take care of our clients as if their businesses were your own

If this sounds like you, we want to hear from you!
What Your Role Looks Like:
As our Client Success Manager, you will be the primary point of contact for our clients and our internal team. Ultimately, this role is responsible for creating long-term, trusting relationships with, and delivering impactful results for, our clients. You’ll work closely with key team members to ensure clients are satisfied with their service and results, and you’ll be expected to provide a moderate level of technical support to clients to resolve issues without much back and forth.
To be successful as a Client Success Manager, you’ll need energy, enthusiasm, persistence, and resilience. The Client Success Manager will work closely with our CEO and key team members to lead client projects and results, foster great relationships with our clients, drive ongoing process improvements, and ensure our agency’s strategic growth. The person in this role will have a lot of autonomy, so we are looking for someone confident in their skills and ready to make a significant impact upon jumping in.
Your day-to-day work includes:

• Coordinating with clients by phone, email, and virtual meetings on a daily basis
• Developing deep relationships with our clients and truly understanding their businesses, so we are seen as a valued partner
• Managing client projects and tracking success to ensure we deliver the results each client is looking for
• Working with the team to ensure we are meeting KPIs, deliverables, budgets, and timelines
• Reporting weekly to the team and clients on ad campaign results
• Replying to client requests within 12-24 hours, or first thing the next business day if it’s after-hours
• Explaining technical and strategic details to clients
• Onboarding new clients, including technical setup and setting proper expectations of results and communication flow
• Training clients and their team on our systems and our CRM for tracking their leads and sales
• Promoting memorable customer experiences through personalized gifts, cards, awards, and other initiatives
• Proactively identifying client issues before they escalate, and spotting opportunities for growth
• Dealing with billing disputes, late payments, and escalated client issues
• Creating and documenting standard operating procedures;
• Spotting opportunities for system and process improvements to better serve our clients, improve results, and improve efficiency for the team

What You’ve Got To Offer:

• 2+ years experience in a client-facing role
• Some digital marketing experience
• Ability to anticipate needs, think critically, and offer solutions
• Results-driven, with incredible attention to detail and a high standard of work
• Excellent and assertive communicator
• Very comfortable with technology, particularly virtual office tools
• A passion for small business

Bonus Points If You Have:

• Agency experience
• Experience in or a passion for the trades/home improvement industry;
• Experience using Facebook Ads Manager, Meta Business Suite/Manager, Google Analytics, Google Ads, Slack, High Level, Asana or any other relevant marketing software/applications.

What’s In It For You:

• Fully remote position: work from anywhere with a strong internet connection!
• A wellness-focused culture, including paid vacation and personal days; full health, dental, and vision benefits; and a health spending account
• Autonomy and growth: you’re not a cog in a wheel here. We are a fast-growing, small team where your work truly makes an impact and you are in the driver’s seat of your career
• Constantly evolving, cutting-edge technology
• Relaxed work environment with coworkers you’ll actually love
• Professional development opportunities, including access to some of the top agency training programs in the world
• Fair and equitable salary

How to Apply:
Please submit a resume and a cover letter here. Your cover letter should include the code word “sandwiches." Hiring is anticipated to be complete by October 1, 2024.

We strive to build a team that reflects the diversity of the community we work in, and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities. If we can make this easier through accommodation in the recruitment process, please contact us at careers [at] reflectivemarketing.com