Client Success Administrator

Deskripsi Pekerjaan

Tanggung Jawab

• 1. Client Onboarding & Campaign Kick-Off (25%)
• Onboarding Coordination: Manage and execute the end-to-end client onboarding process, including the completion of all manual onboarding steps to ensure a smooth transition to live campaign status
• Access & System Setup: Coordinate the provisioning of client-side access to Podiem and relevant reporting dashboards, ensuring all configurations are correct prior to go-live
• Pre-Campaign Communications: Serve as the primary point of contact for clients in the lead-up to campaign kick-off; send welcome communications, confirm campaign parameters, and manage client expectations
• Kick-Off Briefings: Prepare and organise campaign kick-off briefings or check-in calls, ensuring clients are fully informed on timelines, SDR allocation, and reporting cadence
• 2. Client Communications & Campaign Check-Ins (30%)
• Ongoing Client Liaison: Maintain regular, proactive communication with clients throughout the campaign lifecycle, providing updates on campaign progress, lead volumes, and performance milestones
• Campaign Check-Ins: Conduct scheduled mid-campaign check-ins to review performance, address client queries, and capture feedback for internal action
• Issue Escalation: Identify and escalate client concerns or campaign blockers to the Directors and Business Operations Manager in a timely manner, ensuring issues are resolved without impacting client satisfaction
• 3. Lead Quality Assurance (QA) & Campaign Administration (20%)
• Lead QA: Perform daily Quality Assurance checks on campaign leads to verify they meet client standards and contractual obligations prior to delivery
• Lead No-Shows: Follow up on lead no-shows and manage rescheduling workflows to ensure no qualified lead is lost, coordinating with SDRs and the CMA as required
• Data Hygiene: Maintain accurate records within Podiem and HubSpot; flag any data integrity issues to the CMA or BOM for remediation
• SLA Compliance: Ensure all lead feedback, QA outcomes, and client updates are actioned within agreed SLA timeframes
• 4. HubSpot Email Marketing & Nurture Workflows (20%)
• Workflow Build & Deployment: Build and deploy HubSpot email marketing workflows for clients, including nurture sequences, campaign information emails, and post-campaign follow-up communications
• Template Creation: Create and manage professional email templates aligned with client branding and campaign messaging guidelines
• Performance Monitoring: Track key email metrics (open rates, click-through rates, unsubscribes) and provide regular performance summaries to the BOM and relevant account managers
• Database Management: Manage client contact uploads, list segmentation, and suppression lists within HubSpot to maintain data accuracy and compliance
• 5. Administrative & Organisational Support (5%)
• Scheduling & Coordination: Manage client meeting schedules, check-in calendars, and internal coordination tasks to ensure seamless campaign operations
• Documentation: Maintain accurate and up-to-date client records, communication logs, and campaign notes within internal systems
• Work Location: In person
• Hanya pendaftar yang memenuhi persyaratan di atas yang akan dipanggil untuk melakukan tes lanjutan. Untuk itu