Client Success Brand Manager

COMPANY OVERVIEW

Join the Merchant Centric team, a well-funded, emerging company based in Westlake Village, CA, as a Client Success Brand Manager. Our culture is team oriented and fast paced. Partner with experienced and dedicated professionals who are creating cutting-edge products dedicated to helping companies drive revenue and improve customer engagement by organizing the vast amount of disparate online consumer feedback data into actionable intelligence for informed business decisions. Digital marketing has a huge impact for national brands and is a critical part of today’s marketing mix. The problem is many companies are overwhelmed with data and do not know what specific actions to take to increase revenues. Merchant Centric solutions pinpoint and prioritize the most important actions for companies to focus on to increase revenue and then provide tools that assist management in implementing and monitoring those actions. 

Merchant Centric focuses on improving clients’ online presence across top sites like Google, Yelp and Facebook; promoting a positive online reputation; shining a spotlight on customers’ feedback to deliver insights and actionable intelligence; and offering detailed competitive intelligence to help brands capture market share by knowing exactly how they stack up on a national, regional, and even local basis. 

Now is the time to become part of the Merchant Centric team. Serving close to 20,000 subscribers across hundreds of brands with new and emerging technology, products and solutions, this is your opportunity to be rewarded for your contributions.

This is a multi-billion-dollar industry and Merchant Centric is well positioned to gain significant market share based on its technology, market strategy and traction within multiple industries, including hospitality, automotive, medical, fitness and more. Our executives, board members, and founding team include seasoned veterans who have successfully led previous companies to other significant liquidity events.

We are seeking a Client Success Brand Manager with a data-driven and analytical mindset, and a strong understanding of digital tools to support our Client Success team! You will be responsible for the client’s journey from inception and throughout the entire relationship of the partnership. This position is primarily measured by client satisfaction, retention, and account growth.

Client Success Brand Managers play an integral role in our business, building strong working relationships with every client, in addition to driving annual renewals and upsells. Client Success Brand Managers work closely with cross-functional teams including Sales, Fulfillment, Business Development, and Technology Management to accelerate usage and relay client needs.

SUPPORTING FOUR KEY AREAS:

CLIENT ONBOARDING & SOLUTION SUPPORT: Ensure a positive experience for the client at the inception of the relationship with Merchant Centric. Reaffirm their decision to partner with Merchant Centric and make the initial launch of the partnership a smooth and efficient process for both the client and our internal teams.

ANALYSIS: Analyze and interpret performance data to demonstrate the effectiveness of Merchant Centric solutions, uncover actionable insights, and showcase client successes. Use reporting to identify opportunities for clients to improve performance through deeper adoption of available solutions, and proactively coach clients on data-driven strategies for growth. Identify opportunities to increase revenue for Merchant Centric while positioning clients for long-term success.

CLIENT SUPPORT / ONGOING EDUCATION: Ensure client satisfaction, retention and account growth. Helping clients to fully adopt the use of our products and solutions throughout their entire organization to help them attain business initiatives. Capture feedback from clients and provide insights to support teams to help with prioritization of product roadmap opportunities that lead to greater client retention and revenue growth. Gather positive feedback and success stories to support sales and marketing efforts.

QUALITY ASSURANCE: Ensure Merchant Centric’s products and services are functioning to the client’s specifications and SLAs adhered to for client satisfaction and account retention. Escalate and trouble-shoot client requests with internal teams for a quick resolution.

WHO WOULD BE SATISFIED AND SUCCESSFUL IN THIS POSITION?

The ideal individual is a self-starter and problem-solver with a passion for helping clients achieve their goals, supported by an analytical, data-driven mindset and an appreciation for technology systems. A successful candidate enjoys navigating multiple moving parts and uses insights and performance data to keep everything on course. Someone who values operational excellence, follows clearly defined protocols, and leverages data to ensure seamless, scalable processes. They are a slight perfectionist without getting hung up on unnecessary details, using data to focus on what truly drives impact. They are a team player who embraces change and new challenges as opportunities, and who enjoys setting, measuring, and attaining goals. The ideal candidate thrives in a fast-paced, ever-evolving company culture and can succeed in a remote work environment by demonstrating integrity, accountability, and strong work ethics. They are passionate about helping clients to achieve their goals.

REQUIRED SKILLS SETS

·      Independent and able to thrive in a “remote” work setting

·      Establish strong relationships with clients and build rapport throughout their organization to earn their trust and confidence

·      Ability to confidently onboard and train clients via shared screen tools and conducted webinars

·      Can manage multiple requests from clients and implement tasks for supporting teams to fulfill and process 

·      Passionate about consistently exceeding clients’ expectations and delivering Merchant Centric’s brand promise

·      Monitor client needs through brand management assessments and touchpoint calls to deliver additional products and solutions

·      Conduct quarterly, semi-annual and year-end evaluations as needed, opportunity calls to ensure clients are fully leveraging services and informed of new opportunities available to reach their goals

·      Communicate regularly with the client to evaluate satisfaction and growing needs

·      Exceptional communication skills (verbally and written) delivered in a timely manner

·      Solid project management and organizational skills, with impeccable follow-through

·      Create and share best practices

·      Critical and analytical thinker who possess the ability to ascertain client needs before they ask, solve problems, and identify interesting reporting trends to direct client support.

·      The ability to meet tight deadlines while managing multiple schedules

·      The flexibility to adapt to changing situations

·      Resilience under the pressure of time and client demands

·      Resourcefulness and self-initiative

·      Ability to learn and utilize new technology

·      Likes working independently and collaboratively with support teams

·      Self-motivated/directed in a private remote environment

·      Hold high standards for client service and building long-term relationships

EDUCATION & TOOLS:

·      Preferred: A degree in Marketing, Business, Analytics, or similar discipline

·      Proficiency using popular social sites like Google, Yelp, Facebook, LinkedIn

·      Proficient with Microsoft Office applications—Excel, Word and PowerPoint a MUST

·      Salesforce Experience is a plus

·      Jira Experience is a plus

COMPENSATION:

• Compensation is dependent on experience and includes a base salary plus commission opportunities based on performance. The starting salary range for this role is between $25-$34 per hour.

Please email resume to Inna Marunke at inna@merchantcentric.com