SUSO Digital is hiring a
Head of Client Services, Remote - Poland

Summary

The job description is for a Head of Client Services position at SUSO., an SEO agency. The role involves leading a team, overseeing client retention metrics, addressing client complaints, finding upsell opportunities, building relationships with key clients, collaborating with other teams, monitoring client performance data, and ensuring compliance with company standards.

Requirements

• C1 level or native English, both written and spoken
• Minimum of five years working in a specialist SEO agency or digital marketing agency with SEO service included
• Minimum of three years experience dealing directly with UK or USA clients in a role within sales, customer success or account management
• A wide range of expert-level knowledge and skills related to customer relations, negotiation and sales
• Proven track record of success in managing client relationships and driving revenue growth
• Strong financial acumen, with knowledge of P&L and important metrics such as LTV, AOV, and CAC
• Advance knowledge of SEO best practices and how they can be applied to client accounts
• Familiarity with content audit creation and planning, and understanding of the relationship between content and keywords
• Experience working with outreach/PR teams to execute link building programs
• Ability to develop and implement strategies that optimize processes, improve client success, and automate internal procedures
• Excellent communication skills, with the ability to communicate effectively with clients, team members, and executives
• Strong leadership skills with the ability to motivate and inspire team members
• Proactive in identifying areas of improvement and creating personal learning roadmaps and effective training programs for team members, conducting regular performance reviews
• Exceptional analytical and problem-solving skills with the ability to work with large data sets, conduct technical audits, and diagnose issues
• Superior organizational and time-management skills, with the ability to manage multiple projects and priorities simultaneously
• Experience with CRM tools and project management software

Responsibilities

• Lead and manage a 8 person (and growing) account management team, providing guidance and coaching to ensure the team is meeting performance goals and delivering high-quality service to clients
• Oversee client retention revenue metrics and report back to senior management team
• Support on client calls, address client complaints, unearth & rectify issues before they become problematic
• Gather client feedback, present to leadership team and create initiatives to improve client experience
• Find upsell opportunities and negotiate campaign pricing
• Build strong relationships with key clients
• Collaborate with the sales team to identify opportunities
• Monitor and analyze client performance data, identifying trends and areas for improvement to drive client success
• Partner with the operations team to ensure delivery of high-quality SEO services that meet client needs and expectations
• Ensure that all client communications and interactions are professional, timely, and accurate
• Develop and maintain account management policies and procedures, ensuring compliance with company standards and best practices
• Work closely with the Head of SEO, Head Of Content, Head Of Link-building and to ensure alignment between teams
• Stay up-to-date with industry trends and best practices to ensure that our team is delivering cutting-edge solutions to our clients

Preferred Qualifications

• Experience working with C-level clients
• Experience with sales and marketing automation tools
• Experience working in a remote or distributed team environment
• Experience in developing and delivering training programs for account management teams
• Understanding of website design and development processes

Benefits

• Flexible working hours and the ability to work fully remotely if preferred
• Access to the cafeteria system
• Private healthcare provided by Medicover and Multisport packages
• Bonus Programs: Annual Salary Review, Task Bonus, Profit Sharing, Employee and Client referral program, Loyalty Bonus
• Many learning opportunities to deepen your skillset and to support your professional growth — we have a dedicated career plan for all roles in our company
• Access to the most prominent SEO courses (The Lab, SEO That Works etc.) and Udemy
• Vibrant workplace culture with many different community events throughout the year
• Working in an English-speaking environment
• Birthday's off and Volunteer time off