Client Experience Manager

Market My Market•Charlotte, NC

44d•$65,000 - $75,000•Remote

About The Position

As a Client Experience Manager (CXM) at Market My Market, you'll serve as the primary point of contact for a portfolio of 20-40 digital marketing clients, focusing on delivering exceptional account management and fostering long-term client relationships. You'll be responsible for account strategy, maximizing client opportunities through upselling and cross-selling, communicating value, and delivering insights related to business development and operations. You'll collaborate closely with Client Success Managers (CSMs), who provide operational and administrative support, and report to the Director of Client Experience.

Requirements

3+ years of client-facing experience in an agency setting with a focus on SEO, local SEO, and/or digital marketing
Proven track record of managing client relationships and driving client retention
Experience with organic SEO strategy development and execution
Strong understanding of Google Business Profile optimization and local search marketing
Experience analyzing SEO performance data and communicating insights to clients
Excellent verbal and written communication skills
Ability to build trust and rapport with clients quickly
Problem-solving skills and ability to navigate challenging client conversations
Strong organizational skills to manage multiple accounts simultaneously
Proficiency with tools such as Google Analytics, Google Search Console, Ahrefs, HubSpot, and project management software

Nice To Haves

Experience in the legal, medical, or dental industries is a plus
Spanish language proficiency strongly preferred

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
Client Event Representation: Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market
Portfolio Management: Oversee a portfolio of 20-40 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
Client Experience: Create thoughtful client experiences and gifting that shows care for the client as an individual and investment in the relationship