Roo0256

Responsible for all client interactions, including but not limited to:

Welcoming and onboarding new clients who have signed up (booking Zoom calls, presenting Presentations as per client needs)

Submitting and collecting documentation required for the onboarding.

Acknowledgement of receipt of all client communications, and replying accordingly (attending to inquiries)

Monitoring of Freshdesk tickets, and closing them as soon as possible

Ensuring the relevant departments take note and assist in client inquiries and assist support

Promote memorable customer experiences, through sending gifts, cards, and management of a client reward journey.

Weekly and Monthly reporting to clients, management, and support teams. Send timely and consistent reports to clients highlighting positive aspects of the campaigns we’re running. All reports should be sent on the same schedule, and in the same format – branded to the company and reports should be used as a retention and/or sales tool where appropriate.

Client Retention Create and maintain a calendar of ‘special events’ for each client (birthdays, client start date, anniversaries, first leads, first patient, signed up, benchmarks and goals, etc.), and facilitate ways to recognize these dates, such as sending cards, brownies, emails or a simple phone call.

Develop and maintain a client retention strategy, and work with the leadership team to continue refining and improving the existing

Client Retention Strategy. Bringing new ideas to the table at monthly meetings and having the plan to deploy new strategies and a way to track the results of those efforts.

Research – Always be on the lookout for ways to improve services and processes. Also for ways, to reach more clients, and to maintain or upsell existing clients in ways that help them to achieve their goals even faster.

Developing and nurturing clients into advocates to increase brand awareness and build a sense of community.

Manage detailed and structured timelines, programs, tasks, and project management systems.

Advising clients on how to improve their performance and increase their return on investment regarding their advertising and lead nurture.

Updating and maintaining internal University, adding in new material as and when needed.
Identifying grey areas, or areas where extra support is needed.

Train new recruits and provide accurate recruit support by training them on the basics required but also make sure they are ready to join the relevant agency well within the timeframe.

Client account auditing Perform audits on client systems on a periodic basis to maintain a level of quality assurance. This may involve but not be limited to opting into their ad funnels, documenting the follow-up, and providing a summary of the experience and outcomes.