Client Experience Manager
Client Experience Manager
About Market My Market
Market My Market is a fast-growing digital marketing agency delivering customized, full-service marketing campaigns that bring companies to life online. We pride ourselves in delivering measurable results that directly impact our clients' businesses. Our target markets include single event legal, specialty medical, and dental clients located across the country who are looking to grow their presence in their local markets.
Our Growth Story : In just 4 years, Market My Market has experienced remarkable growth, expanding from 40 clients to nearly 200 clients. This rapid expansion reflects our commitment to excellence and the trust our clients place in our services.
About the Role
As a Client Experience Manager (CXM) at Market My Market , you'll serve as the primary point of contact for a portfolio of 30-40 single-location and small-multi-location service businesses — primarily law firms, specialty medical practices, and dental practices focusing on delivering exceptional account management and fostering long-term client relationships. You'll be responsible for account strategy, maximizing client opportunities through upselling and cross-selling, communicating value, and delivering insights related to business development and operations. You'll collaborate closely with Client Success Assistants (CSAs), who provide operational and administrative support, and report to the Director of Client Experience.
A week in this role looks like reviewing ranking changes and surface anything urgent to your SEO Managers, client strategy calls where you'll walk your clients through trends, GBP performance, content roadmap, and what's next fo their campaigns, monthly reporting prep with your CSA, renewal conversations and upsell positioning for clients hitting milestones as well as working alongside the team to find new opportunities to elevate the work we do day in and day out.
Career Growth Opportunities
Join our thriving Client Experience team, which has grown from just 2 team members to 20 in the past 5 years. As we continue our expansion, we're creating clear advancement paths for motivated professionals. We believe in promoting from within and providing our team members with the resources and mentorship needed to grow their careers alongside our company.
Key Responsibilities
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Account Strategy : Develop and implement customized account strategies to help clients achieve their marketing goals, ensuring alignment with their business objectives
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Upsells and Renewals : Identify opportunities for upselling additional services and secure contract renewals through consistent communication and value demonstration
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Client Relationship Management : Act as the primary liaison between clients and internal teams, fostering trust and maintaining strong relationships
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Client Event Representation : Attend client events, industry conferences, and meetings to strengthen partnerships and represent Market My Market
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Portfolio Management : Oversee a portfolio of 30-40 clients, ensuring all deliverables are met and proactively addressing client concerns
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Collaboration with CSAs : Work closely with CSAs to coordinate the execution of marketing activities, including content delivery, reporting, and project management
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Performance Monitoring : Track and report on client performance metrics, ensuring campaigns deliver measurable results
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Problem Solving : Address client challenges by coordinating with internal teams and presenting solutions to maintain satisfaction and retention
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Strategic Consultation : Provide insights and recommendations based on client needs, market trends, and campaign performance
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Client Experience : Create thoughtful client experiences and gifting that shows care for the client as an individual and investment in the relationship
Requirements
- 3+ years managing a portfolio of SEO clients at a digital marketing agency. You should be comfortab