Client Experience Manager

Market My Market•Charlotte, NC

1d•$70,000 - $80,000•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 30-40 single-location and small-multi-location service businesses — primarily law firms, specialty medical practices, and dental practices 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 Assistants (CSAs), who provide operational and administrative support, and report to the Director of Client Experience. A week in this role looks like reviewing ranking changes and surface anything urgent to your SEO Managers, client strategy calls where you'll walk your clients through trends, GBP performance, content roadmap, and what's next fo their campaigns, monthly reporting prep with your CSA, renewal conversations and upsell positioning for clients hitting milestones as well as working alongside the team to find new opportunities to elevate the work we do day in and day out.

Requirements

3+ years managing a portfolio of SEO clients at a digital marketing agency.
Comfortable interpreting Google Search Console data, explaining ranking movement to a non-technical business owner, and discussing the trade-offs of a Google Business Profile category change with a client on a call.
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
Knowledge of Legal, Dental or Medical industries. You understand how a personal injury firm thinks about caseload, how a dental practice thinks about new-patient acquisition cost, or how a specialty medical practice navigates referral relationships.
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

Responsibilities

Develop and implement customized account strategies to help clients achieve their marketing goals, ensuring alignment with their business objectives
Identify opportunities for upselling additional services and secure contract renewals through consistent communication and value demonstration
Act as the primary liaison between clients and internal teams, fostering trust and maintaining strong relationships
Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market
Oversee a portfolio of 30-40 clients, ensuring all deliverables are met and proactively addressing client concerns
Work closely with CSAs to coordinate the execution of marketing activities, including content delivery, reporting, and project management
Track and report on client performance metrics, ensuring campaigns deliver measurable results
Address client challenges by coordinating with internal teams and presenting solutions to maintain satisfaction and retention
Provide insights and recommendations based on client needs, market trends, and campaign performance
Create thoughtful client experiences and gifting that shows care for the client as an individual and investment in the relationship