Gorilla 76 is always looking for full-time Client Success Executive candidates. As part of the Client Success Department, you’ll be responsible for managing your own set of clients while also supporting the initiatives of both the department and the agency as a whole.
Your key accountabilities will include:
- Client interface/liaison
- Client health and retention
- Accounting support
Before applying, please review the following:
Your role
This position focuses on building and owning client relationships. You’ll be responsible for developing relationships that promote retention and loyalty. This is a highly visible and strategic role. You’ll be required to have a deep understanding of your clients’ business objectives, challenges and needs. Your days will revolve around client-facing conversations and interactions via meetings, emails and Slack.
What that looks like:
- Running a weekly status call with your clients to set expectations and responsibilities
- Working closely with your clients daily to manage their role in the delivery of our services
- Actively seeking opportunities to help your clients grow their business
- Joining in any required meetings
Internally, your in-depth knowledge and understanding of the client and their business will serve as the voice of the client. You're responsible for the day-to-day management of your clients' work. You'll work closely with the internal team to ensure that projects are delivered on time, within scope and have been quality checked for both Gorilla and client standards/expectations.
What that looks like:
- Applying constant, gentle pressure to keep projects moving and team members on track
- Guiding the team in effectively resolving client issues
- Working closely with our project management team to deliver on-target hourly rates
- Syncing with other team members to assist the team in prioritizing client projects
- Assisting the project management team in forecasting workloads for capacity planning
- Meeting with the Project Director to review specific client deliverables and scope monthly
- Updating the founders monthly on the status of clients
Within the Client Success department, you’ll work closely with the Client Success Director and other Client Success Executives to build upon our clients’ experiences with Gorilla. Every interaction with our clients is an opportunity to create a great experience. You’ll be responsible for proactively developing and maintaining exceptional client experiences throughout the relationship.
What that looks like:
- Meeting weekly as a department
- Owning responsibilities for the department
- Diving into professional development opportunities
- Sharing wins and challenges with the team
Putting your role into perspective
After a client agrees to a Phase One Implementation plan, the Client Success Executive will kick off the relationship with the client. This call will serve as an onboarding meeting where you’ll go through the roles and responsibilities, expectations, timelines, etc. From there, you'll schedule a weekly status call with the client and begin working with the internal team on the execution of the services within their Phase One plan. You'll be the main point of contact for the client from start to finish of their Phase One Implementation plan. Some travel is possible.
Within three months you’ll...
- Have finished your onboarding and training
- Learn how to use our tech stack
- Met with all department directors
- Manage approximately six clients
- Attend monthly State of Gorilla meetings
- Gain an understanding of Gorilla’s workflow
- Set goals, professional and personal, for the rest of your year
Within six months you’ll…
- Own a full portfolio of client work
- Support strategic plan development to retain your clients
- Have built lasting relationships with your clients and fellow Gorillas
- Feel comfortable in owning your role and work
Within one year you’ll…
- Be an expert in your role
The person
- Has a minimum of two years of experience working in a client-facing role
- Has a high level of tenacity and can have tough conversations with clients and team members
- Is a self-starter who may not always have all of the information to get the job done but will figure it out
- Has a growth mindset looking to have an impact on the overall success of the agency
- Has strong listening skills and ability to understand others’ points of view
- Is empathetic and understanding in interactions with clients and internal team members
- Knows how to run successful meetings
- Has high emotional intelligence
- Always, always, always follows up
The team
While small and tightknit, we’re a team, not a family. This helps us hold one another accountable. If you’re wondering who we are - look to our manifesto and five core values. Check out our Instagram. And see what people say about us on Glassdoor.
You'll use the following tools to get work done
- ClickUp
- Slack
- Google Calendar
- Gmail
- Zoom
- Loom
- Keynote
- Word
- Excel
- Dropbox
- HubSpot
- MacOS
By applying for this position, you are certifying that the information provided on this application form and any other documents provided to Gorilla 76 are complete and accurate. If asked to provide work samples, you are certifying that samples provided were created by you. Withholding information or providing false information will result in a refusal to hire or termination of your employment. This application is valid for 90 days, and you must reapply for consideration beyond 90 days.
Equal Employment Opportunity has been, and will continue to be, a fundamental principle and policy at Gorilla 76, where employment is based upon your capabilities and qualifications without regard to race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship status, marital status or any other legally protected characteristic. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.
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