Senior Client Success Specialist

Love building relationships? Coalmarch by WorkWave is seeking a Senior Client Success Specialist to join our small but mighty team based in Raleigh, NC.  

Here at Coalmarch by WorkWave, you will work with a passionate, energetic, creative, supportive, hard-working team that’s always willing to go above and beyond to help each other succeed. You’ll think ahead of the curve to find better solutions for our clients and our company while furthering your skills and abilities. Although we started small, we are fierce in our work ethic, and by joining our company, you’ll become a part of something bigger. 

We are looking for candidates who enjoy communicating with clients, learning the ins and outs of their business, and building authentic relationships. You’re passionate about closing the gap between a client’s goals and the results we deliver, and know how to bring out the best in our team to ensure our clients win. 

WHAT YOU’LL DO:

• At the highest level, you’ll be responsible for the overall marketing strategy and retention of our mid-market clients in the home service industry.
• Act as the main point of contact for our clients - leading meetings, presentations, and difficult conversations.
• Maintain all retention efforts for your specific clients: managing risk accounts, performance improvement plans, account management tactics, etc.
• Identify and implement client opportunities when it comes to additional products and services provided by WorkWave.
• Coordinate and execute client requests within scope.
• Work collaboratively with digital marketing team members to employ the best marketing strategies for clients to obtain a high level of performance relative to their package level and spend.
• Work collaboratively with project coordinators to ensure tasks are being executed fully and on time.
• Work collaboratively across all teams at WorkWave to ensure the client's experience is as streamlined as possible.
• Manage expectations and maintain open lines of communication with our small business clients to improve satisfaction and retention.
• You’ll be responsible for positively contributing to our company culture! Our culture is what feeds our success, and we’re looking for those that are team players.

WHAT YOU’LL BRING:

• 3-5 years of full-time professional experience in an account strategist, project management, or customer service/client-facing role preferably within a marketing agency.
• Excellent organizational and time management skills are required.
• Foundational knowledge of core account management and client communication tactics.
• Digital marketing experience is preferred but not required.
• Client-facing agency experience is preferred but not required.
• Experience prioritizing and juggling several projects at once in a fast-paced environment.
• Experience working in a collaborative, productive team setting.
• Strong verbal and written communication skills and willingness to have difficult conversations when necessary.
• Exemplary personal accountability and motivation.
• Bonus points if you have experience with project management tools like Basecamp or Clickup and marketing tools like Google Analytics.