Client Success Manager
Thank you for your interest in the Client Success Manager position. Please complete all fields of the form on this page to apply for this position. We will be in touch with next steps as our search concludes.
The Client Success Manager at Senior Living SMART (SLS), a leading marketing agency for the senior living industry, serves as a marketing program manager, project manager, strategist and analyst for each client within their assigned portfolio. (We’re not looking for a middleman here.) The SLS Client Success Manager serves as a strategic, proactive, knowledgeable and thoughtful partner as each client works to see more ROI on their marketing investments.
Key Outcomes of Success
- Engaged, highly satisfied clients with high renewal rates, reasonable up-sell/cross-sell rates and managed scope creep as a result of good communication, proactive and strategic recommendations and other steps taken to meet and exceed benchmarks and KPI’s set by SLS and the client.
- Positive, collaborative and candid relationships with the Director of Client Success, SLS subject matter strategists and technologists and others inside the organization to advance both client and business interests.
- Knowledgeable marketer. Broad understanding of how marketing and the promotional mix works across traditional, digital, content, brand. Can put together coherent and insightful analytics reports and develop narratives to explain the numbers.
- Knowledge and skills continuously improve though both formal and informal learning opportunities and experiences that as a result support all other Key Outcomes of Success.
- Creating a great place to work as a result of living the Senior Living SMART values. Our values are the special SPICE to our organizational success.
- Ambassador of company culture creating a great place to work as a result of living the Senior Living SMART core values. Our values are the special SPICE to our organizational success.
- Sincere
- Proactive
- Innovative
- Collaborative
- Engaged
Key Responsibilities
- Create the vision and marketing strategy for your clients leveraging SLS’s solution options, then work with the SLS tech, content and strategy teams to deliver on that strategy and vision in accordance with the SLS Ways of Working.
- Create new clients’ personas based on client and resident interviews, research and collaboration with our team.
- Serve as the primary liaison and representative of Senior Living SMART for your clients – you will be expected to know their business and build successful partnerships with them.
- Communicate and educate clients on solutions and results and give a story to the numbers. Make recommendations and develop strategies with clients and internal resources to promote continuous improvement in the results.
- Gain an expert understanding of inbound marketing tactics including blogging, social media marketing, search engine optimization, content development and utilization, website updates, email marketing, digital advertising, traditional media and others.
- Become a HubSpot and Senior Living SMART Ways of Working expert and keep up with software updates and best practices.
- Ensure benchmarks and KPI’s set by Senior Living SMART are met on a consistent basis for your clients and recommend strategies and tactics to improve upon those benchmarks and KPI’s.
- Participate in client meetings, planning, making recommendations and sharing accountability to keep retainers within scope.
- Work with all clients and SLS team members in a collaborative and friendly manner.
- Review research, news and insights about the senior living business, especially sales and marketing, to stay informed about changes in the industry and use the information to scope out new opportunities to clients.
- Other duties as assigned based on this departmental function.
Key Competencies & Skills
- Customer Oriented – acts with clients in mind – both internal and external, develops and maintains effective relationships and gains their trust and respect. Commits to addressing clients’ expectations and requirements in a thoughtful, proactive and strategic manner aligned with company policies and procedures.
- Problem Solving – seeks to understand an issue and various aspects of it, analyzes it and finds multiple solutions to address it.
- Quick Learner – engaged and interested in how things work, and what makes them tick. Learns quickly and open to change. Can draw on new learning in the future easily.
- Personable – relates well to various types of personalities and people regardless of title or other background. Quickly builds trust and engagement; creating solid relationships. Is diplomatic and can defuse tense situations comfortably.
- Working with Peers – easily collaborates with others and looks for others’ input. Seeks to develop a shared perspective with others but can easily present their own views.
Requisite Experience(s)
- Bachelor’s degree required, preferred degrees in marketing or other business areas.
- At least 4 years of progressive work experience particularly in a marketing agency, or in a company role where you were responsible for driving marketing performance (or aspects of it).
- A general understanding of the levers in marketing and the digital marketing landscape.
- High level of experience working with various marketing and office productivity software/applications.
Other Terms
Terms of Employment:
At will, full-time, permanent position
Work Week:
Normal office business hours and on call for emergencies.
Work Location:
Remote, and within the United States.
Reporting:
Reports to the Director of Client Success and will coordinate the work of others.
Pay Range and Benefits:
Base salary DOE; competitive benefit package including health and dental insurance; retirement plan; vacation and sick leave.
About Senior Living SMART
Senior Living SMART was founded in 2012 to bring a focused and innovative approach to help senior living communities educate seniors and their families about resources available to serve and support them as they age. Senior Living SMART strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Senior Living SMART is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Senior Living SMART complies with all applicable federal, state and local laws governing nondiscrimination in employment.
Thank you for your interest in the client success manager position. Please complete all fields of the form on this page to apply for this position. We will be in touch with next steps as our search concludes.
