Thinker & Client Success Executive

Gorilla 76 is always looking for full-time Client Success Executive candidates. As part of the Client Success Department, you’ll be responsible for managing your own set of clients while also supporting the initiatives of both the department and the agency as a whole.

Your key accountabilities will include: 

• Client liaison

• Project management

• Client health and retention

• Invoicing support

Before applying, please review the following:

• Who we are

• Who we help and how

• Our ideal client

• How our process works

• Working at Gorilla 76 (note our benefits!)

• Code of ethics

• FAQs

Your role

This position focuses on building and owning client relationships. You’ll be responsible for developing relationships that promote retention and loyalty. This is a highly visible and strategic role. You’ll be required to have a deep understanding of your clients’ business objectives, challenges and needs. Your days will revolve around client-facing and internal team interactions. These interactions include Zoom meetings, some in-person client meetings, phone calls, email and Slack.

What that looks like:

• Running an every-other-week status call with your clients to set expectations and responsibilities. The Client Success Executive is responsible for leading this call, recapping next steps to the client and communicating the next steps to the team.

• Working closely with your clients daily to manage their role in the delivery of our services. Most communication happens over email and the phone.

• Setting expectations with the client and team regarding deadlines and ensuring everyone is meeting key milestones. It is your responsibility to keep both the client and the internal team on track. With our internal team, you’ll communicate mainly in our project management tool, ClickUp.

• Actively seeking opportunities to help your clients grow their business.

• Joining in any required meetings. This includes both client-facing and internal meetings.

• Holding yourself and other team members to our Client Experience Standards. Relationships are one of our core values at Gorilla. It’s your responsibility to understand our Client Experience Standards and to hold yourself and the team accountable to this set of standards. You will be trained on these standards early on in onboarding, and expected to proactively develop and maintain exceptional client experiences throughout the relationship.

• Working on any quarterly or year-long goals that were set at the beginning of the year.

Internally, your in-depth knowledge and understanding of the client and their business will serve as the client's voice. You're responsible for the day-to-day management of your clients' work. You'll work closely with the internal team to ensure that projects are delivered on time, within scope and have been quality checked for both Gorilla and client standards/expectations.

What that looks like:

• Applying constant, gentle pressure to keep projects moving and team members on track. It’s your responsibility to help the client and team meet deadlines and key milestones. At times, this means having tough conversations about why deadlines may have been missed, providing feedback or addressing one-off or ongoing pain points.

• Guiding the team in effectively resolving client issues. This means raising flags when issues arise, communicating those flags to the proper team members and problem-solving to help resolve the issue.

• Syncing with other team members to assist the team in prioritizing client projects. At times, bottlenecks arise but we’re still expected to meet our deadlines. You will help problem-solve and work with individual team members as needed.

• Updating the founders monthly on the status of clients.

• Staying extremely organized for both the client and internal team. You need to excel in organization and time management. This allows you to meet project deadlines, communicate effectively with the team, and set both the client and team up for success.

• Meeting weekly for a 1-hour call with the department. From this meeting, you might leave with assignments and to-dos that help move the client success department and company forward. You will own these responsibilities from start to finish.

• Meeting 1:1 with your direct manager. This is a touch point that is focused on you. We use this touchpoint to answer any questions, address issues, help problem solve, discuss professional development opportunities, etc.

• Additional duties as needed

Putting your role into perspective

After a client agrees to work with Gorilla, the Client Success Executive will kick off the relationship. This call will serve as an onboarding meeting where you’ll go through the roles and responsibilities, expectations, timelines, etc. From there, you'll schedule an every-other-week status call with the client and begin working with the internal team on the execution of the services within their plan. You'll be the main point of contact for the client from start to finish. Some travel is possible.

Within three months you’ll...

• Have finished your onboarding and training

• Learn how to use our tech stack

• Met with all department directors

• Manage approximately six-eight clients

• Attend monthly State of Gorilla meetings

• Gain an understanding of Gorilla’s workflow

• Set goals, professional and personal, for the rest of the year

Within six months you’ll…

• Support strategic plan development to retain your clients

• Have built relationships with your clients and fellow Gorillas

• Feel comfortable in owning your role and work

• Effectively communicate with your clients and internal team members to deliver results

Within one year you’ll…

• Be an expert in your role

The person

• Has a minimum of three years of experience working in a client-facing role. Agency experience is not required but recommended.

• Has a high level of tenacity and can have tough conversations with clients and team members.

• Is a self-starter who may not always have all of the information to get the job done but will figure it out.

• Has a growth mindset looking to have an impact on the overall success of the agency.

• Has strong listening skills and ability to understand others’ points of view.

• Is empathetic and understanding in interactions with clients and internal team members.

• Knows how to run successful meetings.

• Has high emotional intelligence.

• Excels in time management.

• Is extremely organized and buttoned-up. Can self-manage without others having to follow up constantly.

• Always, always, always follows up.

The team

While small and tight-knit, we’re a team, not a family. This helps us hold one another accountable. If you’re wondering who we are - look to our manifesto and five core values. Check out our Instagram. And see what people say about us on Glassdoor. 

You'll use the following tools to get work done

• ClickUp

• Slack

• Google Calendar

• Gmail

• Zoom

• Loom

• Keynote

• Word

• Excel

• Dropbox

• HubSpot

• PandaDoc

• AskNicely

• MacOS

By applying for this position, you are certifying that the information provided on this application form and any other documents provided to Gorilla 76 are complete and accurate. If asked to provide work samples, you are certifying that samples provided were created by you. Withholding information or providing false information will result in a refusal to hire or termination of your employment. This application is valid for 90 days, and you must reapply for consideration beyond 90 days.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle and policy at Gorilla 76, where employment is based upon your capabilities and qualifications without regard to race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship status, marital status or any other legally protected characteristic. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.