WebFX – Director of Client Success, Guatemala or South Africa
Job Description
WebFX is a proud Google Premier Partner with 4 offices in the US (and another one on the way!) as well as one in Guatemala and another in Cape Town, South Africa! We are continuing to expand worldwide and would love for you to be a part of that! In fact, we doubled in size in the past 5 years and are projecting to once again double in size and be a global, publicly traded tech company by the year 2030 – operating in every continent, servicing clients globally. We currently have talented team members across the globe (representing 13+ Countries) who work full-time and have done so for 10+ years.
No matter where you’re located, we’d love to have you join our mission of providing world-class digital marketing solutions to mid-size businesses on a global scale. We thrive on driving business growth for our clients and are looking for people who take pride in their marketing efforts and enjoy having fun at the same time. Sound like you? Great! Keep reading:
Why Choose WebFX
We’ve been named the #1 best place to work in our headquarters’ home state of Pennsylvania for 7 years in a row and offer the same culture and benefits to our global team members. Along with very competitive base pay, we offer company profit sharing, performance bonuses, Ongoing learning bonuses (yes, you get paid to learn!), and time zone differential pay. World-class digital marketing training (Organic SEO, Local SEO, PPC, Google analytics + Studio, etc), long-term career track, Health Insurance (including dental, vision, remote doctor, etc), and there are seriously a ton of other benefits! To name just a few:
– If you’re located in one of our operating countries (Guatemala or South Africa), this is a Full-time (non-contract-based) position. Either way, WebFX offers long-term stability to all of our FXFamily members. In fact, many of our global team members have been with WebFX for 9+ years and we’re hoping you can be too!
– We put our people first, it’s as simple as that. You’re never on your own – when you run into inevitable challenges, we’re there to support you along the way!
– Long-lasting relationships with both clients and team members due to consistently low turnover rates that are simply unheard of in our industry, because again, we put our people first.
– Fully equipped in-office setup including computer, dual large monitors, headset, seriously fast internet, generator, and more! 🖥️
– Multiple schedule options from which to choose. Depending on the hours you select, you will receive additional pay for overlapping our hours! 💰
– Be part of a rapidly growing company that at the same time only partners with clients who share our values🌱📈
– Unrestricted access to the dozens of proprietary software/platforms our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients. You can learn more about just some of our proprietary tools here!
– Merit-based promotional structure
– We have a very strong commitment to giving back globally – in fact, it’s one of our values here at WebFX. As a member of our FXFamily, you get to be a large part of that simply by achieving your goals – since 2014, we’ve committed to donating globally through our FXBuilds program. You can learn more about that here!
What You’ll Get
World-Class Training and Ongoing Career Development
– No matter your level of experience, our “Bootcamp” web marketing training program is provided for all new WebFX “family members” to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position.
– From training with our Sr Digital Marketers to access to countless industry-leading online training resources/courses/tutorials to getting experience with nearly 1,500+ different clients with various platforms, digital services, and in every industry you can think of (and then some), our training program is simply unrivaled!
– Training doesn’t stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!
– FXLearns program – where you get incentives for taking advantage of our countless industry training resources
– After 1,500+ clients, we’ve been able to truly master our processes and procedures – you will be trained on all of those – no need to develop how to do things (unless you want to help us continually improve that process!) – because we refuse to ever stagnate, we are always pushing the envelope to make those processes 1% better too!
Opportunities for Growth
WebFX grew 250%+ over the past 3 years both locally and globally, and merit-based promotional opportunities are abundant if you’re meeting or exceeding position performance metrics. We believe in growing and promoting our internal team first and foremost. In fact, 95% of our promotions are internal! All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands. And what’s more, you’re not expected to know it all – we believe in continually striving to be an expert in your subject matter of expertise – so while we will purposely challenge you to grow in SEO/PPC/Google Analytics, we are a full-service agency that has experts in other departments that handle everything else – from link building, social media, web design and web development. So you can truly master your trade.
Our goal is to hire on 50+ team members over the next 36 months in South Africa, and we’ve recently opened our office in Cape Town to help us achieve this goal.
Who We’re Looking For
WebFX is seeking a Director of Client Success who will focus on client satisfaction, retention, up-sells, and “saves”/win-backs, as well as support the SEO/SEM team in campaign development, and building client relationships.
This is a new position, so the position title may change based on your individual experience.
The ideal candidate will become well-versed in client business objectives and drive retention using their well-rounded business acumen, sales skills, SEO, and Paid Analytical skills and be able to create present data to a client in a way that shows you care.
- Desired Education
- Bachelors in Marketing, Communications, Information Systems, Business, Statistics, or related major (desired)
- General Knowledge
- Digital Marketing, Technology, or Software background desired
- Experience
- At least 5 years of experience working in customer service at a manager/director-level
- The ideal candidate will have previous experience in a similar role including red account manager, account escalations, senior customer success manager, director of client success, etc.
- Ideal also includes experience working with customers to resolve high-level challenges at a Director or organizational level
- Qualities
- Self-managed with excellent follow-through and initiative to get things done
- “Can-do” attitude and grit to work through obstacles and complex problem resolutions
- Creative problem-solving and clear, responsive communication style
- Track record of strong communication and an investment in personal and professional development
- Eager to develop positive relationships internally and externally to achieve necessary goals
- Strong attention to detail and highly flexible to changing priorities
What You’ll Do
- Role Overview
- This role will support the success of client partnerships and work cross-functionally across all client service teams including Internet Marketing implementation (SEO, Social, PPC, etc), Account Management, and Interactive Web Services in driving operational excellence, both internally and externally.
- This is a new and evolving role at WebFX which will continue to evolve over time as we are a high-growth and fast-paced organization.
- Note: This is an individual contributor role, not managerial, nor overseeing a specific team or set of individuals
- Responsibilities
- Primary responsibility is to actively manage, own and de-escalate client support cases across departments for the betterment of both team and clients
- Ability to redo deliverables and achieve buy-in when needed to support clients or deliverables and achieve results and alignment
- Oversee high-level client WOW efforts, embody the Voice of the Customer, and manage the active client lifecycle including account transfers, happiness, and problem resolution
- Oversee and manage the profitability of accounts and work with the President, COO, and Department Directors to manage win-win client partnerships
- Coordinate and manage to work with Department Leads to optimize Client WOW efforts and resolve client pain points within the organization, campaigns, and teams
- Manage Client WOW proactively with client outreach based on survey feedback, client insights, and value delivery
- Communicate on a daily basis with different parts of the client base depending on needs, including coordinating solutions between clients, execution teams, business development, and support or specialty teams
- Monthly client project reviews and reporting based on your analysis and data work, including monthly analysis, reporting, and action plan creation and execution
- Collaborating and communicating internally and externally and ensuring a focus on creating positive and solution-oriented relationships within the team and with clients
- Identify room for improvement in processes and systems to evolve WOW delivery
- Manage timelines and multiple complex projects related to Client happiness with consistency and value
Candidates interested in the Digital Advertising Analyst position may also have an interest in:
Head of Client Success, Client Success Manager, Senior Customer Escalation Manager, Customer Solutions Manager, Enterprise Customer Success Manager, Customer Success Leader, Digital marketing, online marketing, digital advertising, paid advertising, search marketing, inbound marketing, web marketing, social media, content marketing, PPC, SEO, SEM, blogging, Facebook, research, communications, etc.
Compensation
Negotiable, based on experience
Working Hours
The core position hours are Monday through Friday – 6 AM EST until 2:30 PM EST/New York Time Zone in order to accommodate our clients’ schedules, with additional options to fulfill the full work week within your time zone (Depending on the hours you select, you will receive additional pay for overlapping our hours)
Candidates interested in the Digital Marketing Specialist Account Manager position may also have an interest in:
Digital marketing, online marketing, paid advertising, search marketing, inbound marketing, web marketing, social media, content marketing, PPC, SEO, SEM, writing, editing, research, communications, social media ad management, etc.
Check out our culture on social media:
Please submit a resume or CV (in English) to be considered for this opportunity.
*You don’t need to apply more than once even if you’re interested in multiple positions – you can simply let us know! We consider all open roles when reviewing resumes and applications!
WebFX is an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+, and other underrepresented groups are supported, respected, and encouraged to excel within STEM careers. Our goal as an organization is to empower our team to achieve their personal best, bring people together, and provide equal opportunity to do so regardless of race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. You can learn more on our website here!
