Customer Success Manager

Summary

Cornerstone Advertising is looking for a passionate and driven new team member to join our growing company and play a key role in Client Success Management. We need a manager who understands web/digital media and the traditional marketing side and can simultaneously manage a fully integrated marketing plan for several residential HVAC/Plumbing clients. With this position, you must be versatile, have superior verbal and written skills, and can work in a team environment and independently.

As a client success manager, you will build strong relationships and foster retention with our valued clients. Your key focus will be maintaining consistent contact with clients to lead, manage, and execute client revenue growth by creating strategic marketing plans, solving problems, and ensuring all client lead generation objectives are understood and met. Our client success managers are always aware of where projects stand and work closely with our teams of internal experts. This role will focus heavily on collaboration, following directions, and understanding the bigger picture while excelling at managing the details. You will be responsible for several client relationships and will be directly responsible for each project the client has in process.

Primary Responsibilities

1. Research, develop, and facilitate customized client marketing strategies that align with and exceed client goals.
2. Manage relationships across all account management platforms as the point-of-contact and subject matter expert. Integrate cutting-edge marketing tactics and strategies, staying at the forefront of industry trends.
3. Communicate effectively with clients through weekly L10 meetings and lead the team during short daily standups via Teams to address requests and manage projects through an agile project management system.
4. To support client sales objectives, provide product research data from industry platforms such as Google Ads, Google Local Services Ads, etc. Package that information into comprehensive campaign performance reports that provide insights and proactive recommendations for clients
5. Negotiate a marketing budget that meets the lead count needs required to align with and exceed the client's annual sales goals. Promptly execute, review, and adjust the plan to exceed planned outcomes.
6. Expand client relationships by enhancing service offerings and increasing revenue within your accounts.
7. Collaborate cross-functionally with the customer experience team on client objectives, marketing strategies/solutions, process approvals, and deliverables to ensure alignment with client goals.
8. Collaborate with appropriate team members to develop monthly innovative concepts, writing needs, and offers (including manufacturing rebates, utility rebates, and other available sources of savings). Ensure ads meet co-op guidelines as set forth by the manufacturer when applicable.
9. Write, develop, and guide all needed copy, including (but not limited to) company brochures, forms, direct mail, home shows, and other vehicles connected to marketing the client's brand image or services.
10. Bring experience with or a strong willingness to learn and understand the residential HVAC, Plumbing, and Electrical Contractor industry.
11. Show willingness to learn new methods, procedures, or techniques. Shift your priorities in response to the demands of a situation. Bounce back from setbacks and maintain a positive attitude.
12. Be a good neighbor to your community and encourage clients to do the same.

Required Knowledge, Skills & Abilities

1. A bachelor’s degree is required.
2. Minimum of three years of experience with a fast-growing agency, driving client revenue growth and using upselling solutions
3. Excellent communication, interpersonal skills, and the ability to build strong relationships and manage escalated projects with clients and the team
4. Proficient in the use of Microsoft Office Suite
5. Excellent reading, writing, and analytical skills are required.
6. Strong analytical skills and proficiency with platforms like Google Ads, Microsoft Ads, Google Analytics 4, etc., are imperative.
7. Excellent reading, writing, and analytical skills are required.
8. Strong project management, organization, problem-solving, and planning skills are required to manage multiple tasks and priorities effectively.
9. Must possess strong interpersonal skills to communicate with clients or business contacts via Teams/Zoom/phone.
10. Exceptional collaboration skills; take constructive feedback.
11. Must be able to proofread own work and the work of others
12. Ability to thrive in a fast-paced market

Working Conditions

The position is entirely remote (or hybrid if you choose), and standard hours of work and days are 8:00 a.m. – 5:00 p.m., Monday through Friday.

Activities include:

1. Extended periods of sitting and extensive work at a computer monitor.
2. The ability to communicate orally with clients, candidates, management, and coworkers, individually and in front of a group, is crucial.
3. Regular use of the telephone and email for communication is essential.
4. Hearing and vision within normal ranges are essential for everyday conversations, receiving ordinary information, and preparing or inspecting documents.
5. It requires good manual dexterity when using standard office equipment (e.g., computers, mobile devices, copier/scanners).
6. No heavy lifting is expected; exertion up to 30 lbs. of force (e.g., tablet, laptop, computers, office supplies) may occasionally be required.
7. The employee is required to bend and stoop.

Core Values

At Cornerstone Advertising, our Core Values are more than just words—they are the actions we embody every day:

• Do what’s right for the customer, the Cornerstone team, and our partners
• Stay in the solution
• Sense of Urgency and Accomplishment
• CHOP: Collaborative, Helpful, Open, and Positive
• Don’t take yourself too seriously