What are the responsibilities and job description for the Client Experience Coordinator position at Mediagistic?
The Client Experience (CX) Coordinator plays a pivotal role in ensuring seamless transitions for clients entering and exiting our marketing agency's services. This individual is responsible for orchestrating the onboarding process for all new Custom Plans clients, gathering essential information to initiate marketing campaigns. Working closely with clients, they ensure a comprehensive understanding of their requirements, proper expectations are set, and facilitate the execution of purchased marketing programs. Once the campaign is live, if applicable, they transition the account to an Account Manager for ongoing support and consultation.
In addition to onboarding, this role oversees client offboarding, particularly when clients choose to cancel or not renew their annual marketing campaigns. The Client Experience Coordinator serves as the primary point of contact, managing communication between clients and all other internal departments including finance departments to facilitate final payments. They meticulously handle offboarding details, such as the transfer of assets and access to specific programs, ensuring a smooth transition for both the client and the agency.
Role Responsibilities:
- Conduct thorough client onboarding sessions to gather necessary information for website development and marketing campaigns, documenting all information in proper internal systems.
- Collaborate with clients to set expectations, initiate, and then implement purchased marketing programs.
- Hand off client accounts to Account Managers once websites/campaigns are live, ensuring a seamless transition.
- Manage client offboarding processes for cancellations or non-renewals of marketing campaigns.
- Facilitate communication between clients and finance departments to ensure final payments are processed.
- Provide comprehensive offboarding details, including asset release and account closure procedures.
- Maintain accurate records of client interactions for onboarding and offboarding procedures for reference and analysis.
- Continuously identify opportunities for process improvement to enhance the onboarding and offboarding experience for clients and internal stakeholders.
- Collaborate effectively with Account Managers to support the overall success of client accounts.
- Develop and maintain a strong understanding of Mediagistic's products and services to guide clients effectively.
Qualifications and Expertise:
- Bachelor's degree in marketing, business administration, or a related field preferred but not required.
- Proven experience in client-facing roles, preferably in a marketing agency environment.
- Strong communication and interpersonal skills, with the ability to build rapport with clients.
- Excellent organizational and time management abilities to manage multiple client accounts simultaneously.
- Detail-oriented mindset with a focus on delivering high-quality service to clients.
- Proficiency in project management tools and CRM software for efficient client tracking and communication.
- Ability to thrive in a fast-paced, dynamic work environment and adapt to changing priorities.
- Familiarity with website development and internet marketing principles is a plus.
Additional Incentive:
A performance-based incentive, such as a spiff or bonus, may become available for achieving specific Key Performance Indicators (KPIs). These KPIs may include, but are not limited to, getting a website live within a certain amount of time, getting a website live with only one round of revisions, and exceeding client satisfaction ratings. Details of the incentive program will be provided upon employment and are subject to periodic review and adjustment.
Supervision/Contacts:
Directly reports to the Client Services Manager
Work Environment:
Work is normally performed in a typical interior office environment that requires normal safety precautions such as typical office or administrative work.
Physical Demands:
Job involves sitting most of the time; walking, lifting, bending, and standing may be minimally required to complete tasks.
Travel:
Travel will be required rarely, if at all.
Total travel time will be less than 10% of the time.
Work Location:
This position is based full-time at our office in Hidden River Parkway (Fletcher & I-75).
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The above declarations shall not give any employee any right to continued employment by Mediagistic, Inc. or any of its subsidiaries.
