Client Experience Manager

About the role

Market My Market is a fast-growing digital marketing agency focused on delivering customized, full-service marketing campaigns for single event legal, specialty medical, and dental clients. The Client Experience Manager (CXM) role involves serving as the primary point of contact for a portfolio of 30-40 clients, primarily law firms, specialty medical practices, and dental practices.

Key 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
• Collaborate closely with Client Success Assistants (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

Requirements

• 3+ years managing a portfolio of SEO clients at a digital marketing agency, including interpreting Google Search Console data, explaining ranking movement, and discussing Google Business Profile category changes
• 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, understanding client-specific challenges and needs
• 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

Team Achievements

• Maintained a 90%+ client retention rate during rapid growth
• Successfully transitioned clients to expanded service packages, increasing average client value by 25%
• Developed sophisticated onboarding processes reducing time-to-value for new clients
• Created client success frameworks contributing to the company’s expansion from 40 to nearly 200 clients

Location

This position is fully remote and open to candidates located in the following states:

• Alabama
• California
• Colorado
• Florida
• Georgia
• Illinois
• Indiana
• Iowa
• North Carolina
• New Jersey
• Nevada
• New York
• Maryland
• South Carolina
• Texas
• Washington
• Virginia

Compensation & Benefits

• $70,000 - $80,000 per year, salary based on experience
• PTO: 2.25 weeks per year
• Health insurance benefits
• 401(k) plan (after 1 year of employment)
• Remote work opportunity