Client Experience Manager

Client Experience ManagerAbout Market My MarketMarket My Market is a fast-growing digital marketing agency delivering customized, full-service marketing campaigns that bring companies to life online. We pride ourselves in delivering measurable results that directly impact our clients' businesses. Our target markets include single event legal, specialty medical, and dental clients located across the country who are looking to grow their presence in their local markets.Our Growth Story: In just 4 years, Market My Market has experienced remarkable growth, expanding from 40 clients to nearly 200 clients. This rapid expansion reflects our commitment to excellence and the trust our clients place in our services.About the RoleAs 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.Career Growth OpportunitiesJoin our thriving Client Experience team, which has grown from just 2 team members to 20 in the past 5 years. As we continue our expansion, we're creating clear advancement paths for motivated professionals. We believe in promoting from within and providing our team members with the resources and mentorship needed to grow their careers alongside our company.Key ResponsibilitiesAccount Strategy: Develop and implement customized account strategies to help clients achieve their marketing goals, ensuring alignment with their business objectivesUpsells and Renewals: Identify opportunities for upselling additional services and secure contract renewals through consistent communication and value demonstrationClient Relationship Management: Act as the primary liaison between clients and internal teams, fostering trust and maintaining strong relationshipsClient Event Representation: Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My MarketPortfolio Management: Oversee a portfolio of 30-40 clients, ensuring all deliverables are met and proactively addressing client concernsCollaboration with CSAs: Work closely with CSAs to coordinate the execution of marketing activities, including content delivery, reporting, and project managementPerformance Monitoring: Track and report on client performance metrics, ensuring campaigns deliver measurable resultsProblem Solving: Address client challenges by coordinating with internal teams and presenting solutions to maintain satisfaction and retentionStrategic Consultation: Provide insights and recommendations based on client needs, market trends, and campaign performanceClient Experience: Create thoughtful client experiences and gifting that shows care for the client as an individual and investment in the relationshipRequirements3+ years managing a portfolio of SEO clients at a digital marketing agency. You should be 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 callProven track record of managing client relationships and driving client retentionExperience with organic SEO strategy development and executionStrong understanding of Google Business Profile optimization and local search marketingExperience analyzing SEO performance data and communicating insights to clientsKnowledge 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 relationshipsExcellent verbal and written communication skillsAbility to build trust and rapport with clients quicklyProblem-solving skills and ability to navigate challenging client conversationsStrong organizational skills to manage multiple accounts simultaneouslyProficiency with tools such as Google Analytics, Google Search Console, Ahrefs, HubSpot, and project management softwareTeam AchievementsOur Client Experience team has been instrumental in:Maintaining a 90%+ client retention rate during our rapid growth phaseSuccessfully transitioning clients to expanded service packages, increasing average client value by 25%Developing sophisticated onboarding processes that reduce time-to-value for new clientsCreating client success frameworks that have directly contributed to our expansion from 40 to nearly 200 clientsLocationThis position is fully remote and we are only hiring candidates located in the following states: AlabamaCaliforniaColoradoFloridaGeorgiaIllinoisIndianaIowaNorth CarolinaNew JerseyNevadaNew YorkMarylandSouth CarolinaTexasWashingtonVirginiaCompensation & Benefits$70,000 - $80,000 per year, salary based on experiencePTO: 2.25 weeks per yearHealth insurance benefits401(k) plan (after 1 year of employment)Remote work opportunityAll emails will come from a @marketmymarket.com or @applytojob.com domain only. All other emails are fraudulent. We will never interview candidates via Microsoft Teams.Our Core ValuesDo What You SayBe Honest and TransparentProactive, Not ReactiveBe Thought-LeadingInstill Trust Through Consistent AccountabilityAlways Do Better, Always Be BetterDo the Right Thing for Clients and MMMMarket My Market is an equal opportunity employer and does not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.