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To be considered for this position, please apply directly through our internal job board using the following link: https://wkf.ms/408hjmq

***Ideal candidates will reside in the Southeastern United States***

Job Title: Client Success Manager

Position Type: Full-time

Location: Hybrid/ Augusta, GA

Bonus structure in addition to salary!

About Us:

OSLA is an insight driven performance agency. We don't just create marketing campaigns, but deliver results rooted in intelligence and insight by turning strategies into outcomes that matter. Our clients want smart, cost-effective strategies that deliver real results and help drive revenue growth. We bring added value to businesses by providing a strategy team of trusted advisors who create and diligently track strategic efforts for performance in highly competitive marketplaces.

Job Summary

The Client Success Manager plays a vital role in maintaining client satisfaction, fostering loyalty, and driving business growth through strong, enduring relationships. This role ensures client needs are met and exceeded while maximizing satisfaction and retention. The ideal candidate will develop and execute strategies, solve problems, and cultivate strong business relationships. Responsibilities include managing client budgets, leading regular client meetings, providing updates to senior management, and leveraging sales experience to close new accounts.

Main Responsibilities

• Serve as the primary point of contact for clients, understanding their objectives and aligning appropriate services to meet their goals.

• Foster and maintain strong client relationships, building trust and loyalty.

• Collaborate with clients and internal teams to develop strategic recommendations that enhance marketing results.

• Manage and oversee client strategy execution, ensuring continuous optimization and performance throughout the year.

• Assist in conducting research and analyses for clients undergoing strategic marketing action plans.

• Facilitate clear and timely communication between clients and internal teams for seamless project execution.

• Address client concerns proactively, finding solutions while aligning with company guidelines.

• Identify opportunities for additional services or upselling and present them to clients when appropriate.

• Gather and analyze client feedback to drive service improvements and enhance satisfaction.

• Utilize various software tools for research, presentations, and media campaign reviews.

• Handle client calls and requests efficiently and professionally.

• Collaborate with internal teams, including content, digital ad management, public relations, web development, and executives.

• Stay informed about current media trends and consumer behavior patterns.

• Coordinate with the CS Director and clients to design media plans and set budgets, selecting optimal media outlets.

• Review and send cost and spending reports for clients.

• Analyze campaign effectiveness and generate recommendations for continuous improvement.

• Maintain professionalism and adhere to deadlines.

• Travel as needed for client meetings, events, or new business opportunities.

• Create post-client meeting action item lists for both internal teams and clients, delegating tasks to the coordinator team.

• Draft and manage proposed contract changes for clients.

• Provide accounts receivable support as needed.

• Escalate AR report issues when necessary.

• Undertake additional duties as assigned by the direct supervisor.

Supporting Responsibilities

• Support client success team responsibilities when colleagues are on leave or as client needs fluctuate.

• Oversee projects from initial concept to completion, ensuring deadlines are met and final work is reviewed before client submission.

• Facilitate daily operational tasks to ensure smooth agency operations.

• Oversee client billing, and manage client needs with team support.

• Prepare client meeting materials, including notes and presentations.

Skills and Requirements

• Marketing degree or 1-3 years of industry experience

• Excellent written and verbal communication skills.

• Highly organized and detail-oriented.

• Strong work ethic and problem-solving ability.

• Exceptional customer service skills with a proactive approach.

• Proficiency in Google Suite, Microsoft Word, Excel, PowerPoint, and other relevant software.

• Ability to work efficiently in a fast-paced environment and make sound judgments.

• Familiarity with iOS, smartphones, tablets, and Mac or PC systems.

• Professional demeanor in office and client interactions.

• Understanding of client industries and marketing strategies.

• Willingness to stay informed on industry trends and emerging technologies.