About Hawke Media 

Hawke was founded on the idea that every modern business needs a CMO-level expert to lead digital marketing efforts. We customize data-driven, performance-focused solutions to help launch, scale, and invigorate businesses of all  sizes, industries, and revenue models. We’re shifting the agency paradigm by putting client success ahead of our own. We’ve been featured in Forbes, Entrepreneur, INC, Business Insider, and CNN, and we can boast clients such as Red Bull, Verizon, Evite (and many, many more). We work hard and collaborate to create our dynamic culture. 

Job Summary 

The role of the Client Success Manager is paramount to the success of both Hawke Media’s clients and our consultancy as a whole. As the bridge between our Clients, Business Development and Services teams, the Client Success Manager is key in ensuring a smooth new client onboarding experience, soliciting feedback from our clients about our people and services, identifying new opportunities to help support and grow our client’s businesses and supporting overall client satisfaction throughout the client engagement. 

The Client Success Manager’s prime focus is centered around the holistic client experience and overall client retention. This role will report to the Director of Client Success and will frequently collaborate with other Hawke associates on the Sales, Services, Marketing and Partnerships teams. 

Job Responsibilities:

• Bolster client retention through exemplary client service and communication
• Own a book of business for a large client roster of integrated accounts
• Serve as the client advocate to facilitate a positive agency experience 
• Take ownership of the client onboarding process, with services teams, inclusive of welcome communication, expert assignment, Orientation call and follow up
• Manage escalations and expectations for both client and internal teams
• Present strategic solutions to client concerns
• Provide feedback to internal teams to improve quality of work output and encourage continued commitment
• Identify upsell opportunities and initiate discussions with Sales and Services 
• Analyze dashboards and reporting to identify trends and areas of concern and opportunity across client roster and recommend action items for agency efficiency 
• Utilize Hawke’s systems to accurately record proactive and reactive outreach daily
• Conduct surprise and delight calls to emphasize account wins and progress, further developing relationships with clients and improving client sentiment
• Collaborate with the Partnership team to facilitate client introductions to Hawke Media partners to elevate value and support client’s business needs
• Align with the Marketing team to identify opportunities to include clients in Hawke Marketing collateral, events and partnerships
• Enhance client and consumer preference, working with clients to obtain positive reviews on Facebook, Google, Yelp and other agency directory listings that feature Hawke Media.
• Initiate quarterly business reviews for select Hawke Media clients

Skills & Experience:

• Bachelor’s degree or equivalent
• Minimum of 3-years experience in a client success, business development or account management role.
• Managed a large book of business – 50+ accounts in a previous role
• Customer-focused, empathetic and service oriented mindset
• Proficient at problem solving, decision making, negotiations and ability to navigate challenging situations in a professional manner
• Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally in a fast-paced start-up environment
• Versed in exercising discernment when addressing concerns and delivering feedback
• Mental fortitude for high-paced environment and high touch clients
• Excellent verbal and written communication skills 
• You have the ability to grow rapport and relationships with current and potential clients
• You have a great attitude that can maneuver through ambiguity and ability to work and collaborate with a growing team
• Digital marketing background is a plus