About Sidi.io
Sidi.io is a boutique digital marketing and demand generation agency specializing in social media lead generation, Search Engine Marketing, webinar hosting and moderation, and email marketing for mid-size & enterprise-level organizations. As turnkey marketing specialists, we work closely with clients as embedded agents. This creates a synergistic partnership as we work together with clients as trusted advisors towards mutual growth. Although we work across many exciting industries, we excel in helping emerging and established B2B tech companies, healthcare, and arts & entertainment organizations to grow.
Summary
We are seeking a dedicated Client Experience Specialist to join our team, reporting directly to the Manager of Client Experience. You will work in close partnership with our Performance Marketing and Digital Products & Design teams, serving as project manager and primary contact for the clients in your portfolio. Your ultimate goal is to ensure that all client projects are delivered with the highest quality, on-time, and within budget while maintaining the highest levels of client satisfaction. You will strive for impeccable client satisfaction every time and address opportunities and issues proactively with a sense of urgency, leading to improved client retention.
Core Competencies
-
Exceptional Client Focus - Work on a continuous basis to meet or exceed client and organizational needs. Demonstrates commitment to the client, by clarifying expectations and taking the necessary steps to fulfill requests. Revises approach or actions based on client concerns or additional information. Recognizes potential problems and works to resolve issues before they progress. Personally commits to resolving all client issues. Maintains a sense of urgency for all things client satisfaction and performance related.
-
Strong Communications - Adapts communication to respond to audience or situational requirements. Checks for understanding, by analyzing verbal and non- verbal responses and takes actions to correct misunderstandings. Summarizes large amounts of information and data in a clear concise language. Communicates effectively with various individuals and groups by taking into account verbal and written comprehension requirements. Demonstrates appropriate communication during difficult, high stress and/or emotional situations.
-
Problem Solving Mindset - Possesses the ability to break a situation down into smaller pieces to identify key issues, figuring out cause and effect relationships in order to solve. Uses logic and analytical methods to come to realistic solutions.
-
Results Driven - Continuously strives to meet or exceed organizational and departmental goals and objectives. Possesses the ability to focus on desired outcomes, and the means by which they are achieved, by meeting and/or exceeding standards based on past performance, goals and objectives, as well as the performance and/or achievements of others.
-
Always Accountable and Dependable - Takes personal ownership and responsibility for the quality and timeliness of work commitments. Follows through on commitments by delivering work that meets professional standards while displaying ongoing confidentiality. Takes assignments and ensures workload is consistent with team and organizational requirements. Does not blame others or external pressures for mistakes.
-
Teamwork Focussed - Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment. Shares ideas, concerns and solutions with the team.
Responsibilities
-
Client onboarding: This includes but is not limited to attending handoff calls from sales to client delivery, project management over the course of the onboarding process, digital ad and web property account access, providing an exceptional client experience throughout the engagement.
-
Project management: You will be responsible for project managing specific production and digital marketing projects. This includes:
-
Project manage all appropriate client onboarding.
-
Strong cross collaboration across all teams at Sidi.io with a focus on achieving results together, on-time and on-budget.
-
Reporting and results focused on the bigger picture and client needs.
Organization and maintenance of internal and client systems and processes.
-
Project manage specific internal and client production and digital marketing projects.
-
Work with the team to develop and manage strategies and calendar of events for each client.
-
Proof ads and content. Make changes with the team as required.
-
Serve as a bridge between Sales and Operations while onboarding new clients to ensure expectations are clear for both parties.
-
Customer Experience: Proactively shape a positive customer journey by identifying opportunities for improvement and implementing solutions that exceed client expectations. Strive to create memorable and delightful interactions at every touchpoint. Make communications and interactions seamless and always be the ‘Easy Button’ for your clients with advanced agenda’s, concise follow up emails and most importantly showing genuine interest in your client and their business.
-
Light Administrative Duties: Such as working on client delivery operations projects including but not limited to organizing client drives and folders and working on departmental processes.
-
Client Satisfaction Accountability: Clients are surveyed every quarter to measure their satisfaction with Sidi.io in all aspects of interactions, creative deliverables and campaign performance. As a Client Experience Specialist, your ultimate goal is to ensure that client satisfaction targets are met or exceeded and churn is avoided. Projects are always delivered with the highest quality, on-time and achieving the desired results.
Requirements
Education
- College or Undergraduate University Degree or equivalent is preferred
- PMP is an asset
Experience
- Experience in a client facing role including proven history of building trust with clients, being influential, tenacious and comfortable making judgements and critical decisions.
- Experience working with brand image and promoting value through customer experience.
- Exceptional ability to communicate and foster positive business relationships.
- Technical skills required, as they relate to the use of the service.
- Accountability and personal organization are essential.
Demonstrated Working Knowledge
- Strong English written and oral communication skills.
- Strong computer literacy: G Suite and/or Microsoft Office.
- Ability to manage projects according to margin, budget, timelines, scope, and quality while interpreting, understanding and applying key financial indicators to make better business decisions.
- Experience with Asana is preferred.
Remote
Full Time