CLIENT SUCCESS MANAGER (AMAZON)

Job Title: Client Success ManagerBuilt by a team of experts, Trivium is passionate about helping people scale and grow their businesses. Using our established analytical systems and a customized strategy for digital marketing and PPC management, our goal is to generate successful outcomes for brands on Amazon.As a Client Success Manager, you will be the main point of contact for ensuring a seamless onboarding process, maintaining strong client relationships, and driving client satisfaction. Your role will involve collaboration across departments to ensure that clients are receiving the best service and identifying opportunities to further assist them through our additional services.RESPONSIBILITIESOnboarding & Client Communication:Lead introductory and welcome calls for new clients to set expectations and outline the onboarding process.Own the client onboarding process, ensuring smooth communication and project progression via Slack channels and ClickUp boards.Join regular client calls with PPC strategists to discuss performance and KPIs, addressing concerns and offering insights where necessary.Regularly check Slack channels to ensure client needs are being met and all messages are responded to promptly.Ensure strategy and other key calls are scheduled and executed in a timely manner.Serve as a point of escalation for client concerns, ensuring clients feel supported even if you are not directly working on their account.Project Management & Cross-Department Collaboration:Monitor creatives and SEO projects, checking that work is completed on time and client deliverables are being met.Use ClickUp to track KPIs like project turnaround times and identify projects that may be falling behind.Collaborate with PPC strategists, brand managers, and creatives to ensure projects are moving forward for full account management and new brand launch clients.Communicate with other teams for upsell opportunities and client needs across various services, such as reviews, creatives, or full management.Client Retention & Escalation:Act as the point of contact for unhappy or at-risk clients, leading 1:1 meetings to address concerns and resolve issues, including offering discounts or strategic adjustments to retain them.Manage the offboarding process for churning clients, using ClickUp to create templates, and working on winback strategies.Partner with the PPC team to develop improvement plans for clients at risk of leaving, and offer incentives or reduced retainers where appropriate.Reach out to high-profile clients to gather feedback on service performance and ensure their satisfaction.Upsells & Service Expansion:Identify opportunities for upsells based on client needs, such as pitching reviews or creative services to PPC clients.Clearly explain the benefits of various services to clients and facilitate connections to the appropriate teams for implementation.Leadership & Internal Collaboration:Attend leadership calls and meetings to report on client churn rates, revenue, and team capacity, as well as to brainstorm ways to improve processes and client service.Participate in daily leadership huddles, reporting on roadblocks and progress.Assist in capacity planning for strategists, ensuring the right team members are assigned to each account based on skills and availability.People Management & Cross-Department Support:Although not primarily responsible for people management, you will be expected to support brand managers, designers, and PPC team members when they reach out for help on specific tasks or client issues.Occasionally join sales calls to provide PPC expertise or assist the sales team with audits and lead follow-ups.REQUIREMENTSBachelor's degree.Proven experience in a client-facing role such as Client Success Manager, Account Director, or similar.Strong knowledge of PPC, Amazon strategy, or digital marketing.Excellent communication skills, with the ability to manage client relationships and expectations.Proficient in project management tools like ClickUp and collaboration platforms such as Slack.Ability to identify upsell opportunities and explain the benefits of various services to clients.Experience in managing client escalations and implementing retention strategies.Leadership experience or exposure to cross-functional team collaboration is a plus.COMPENSATION & BENEFITSCompetitive salaryRemote work year-round  / work from anywhere 35 PTOs per yearProfessional developmentContinuous growthThis will be a remotely administered FULL TIME [40 hr/week] position with an immediate starting date upon hire. You will need to be able to accommodate different schedules and time zones. You will need a quiet workspace with fast internet, a webcam, and a microphone for video calls. This role is compensated on purely experience, and you will receive considerable levels of autonomy and ownership over your projects.  To apply for this position, fill up this form: https://form.jotform.com/242735985057367 and upload your Resume. Note: If you don’t think you meet all the criteria, but still are interested in the job, please apply. Nobody checks every box. We prioritize flexible candidates willing to learn and grow professionally. Give yourself the chance to be part of the greatest team!