SUSO Digital is hiring a
Head of Client Services, Remote - Poland
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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
This job is filled or no longer available
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