Client Ambassador (CSM/Client Success Specialist)
Client Ambassador (CSM/Client Success Specialist) – Launch Your Career Among the Stars!
- Location: Fully remote, within Mexico
- Reports to: CEO
- Pay rate: USD 2,000 to 3,000 per month, depending on experience
Important Requirement: This is NOT a sales position and does not involve any sales activities. This role is highly client-facing, and candidates must be comfortable interacting with clients in the HVAC and home services industries. Applicants should be at ease speaking with small business owners. You must be someone who is charismatic and trustworthy, with the ability to make clients feel comfortable and valued. Your positive energy should make clients feel at ease and willing to share their needs and concerns. A solid understanding and experience with digital marketing terminology, including but not limited to areas involving SEO, PPC, web development, and design, is also required.
We’re not just another agency, and we’re searching for someone who is not looking for just another job.
Your Mission: Client Ambassador (CSM/Client Success Specialist)
As our Client Ambassador (CSM/Client Success Specialist), your primary focus will be on building strong, positive relationships with our clients. Your mission is to be the person clients want to talk to when they have questions, need support, or just want to share their thoughts. You will ensure they feel heard, valued, and emotionally supported. This role is about being a happiness specialist for our clients, making sure their experience with us is always positive.
This is not a sales position and does not involve sales activities.
You will be the bridge between our clients and our team, ensuring clear and empathetic communication. Your goal is to understand each client’s unique needs, provide personalized support, and foster a welcoming and inclusive environment.
In return, we offer:
- Time Empowerment: A commitment to giving back time – acknowledging it as your most valuable, non-renewable resource.
- Flexible Work Schedule: Embrace a work schedule tailored to your preferences.
- Recharge Days: Offering two recharge days monthly (Feb-Nov), ensuring you return refreshed, ready to enhance productivity, and fully recharged.
- Autonomy and Inclusivity: We offer the opportunity for everyone’s voice to be heard, regardless of job title, to propose improvements, fostering an environment that values your contributions.
The heart of Regex SEO is expressed in our brand essence – “We Care”.
At Regex, we care about our clients, our teammates, the work we do, and, of course, you!
- We value Data over gut feelings (let the numbers guide us!)
- We value Transparency over image (that’s right, no secrets!)
- We value Solutions over problem-dwelling (challenge accepted!)
- We value Enthusiasm over complacency (let passion fuel us!)
- We value Mastery in something over mediocrity in everything (you might even catch us doing a happy dance when we nail a project)
If you’re looking for a team that’s totally committed to delivering awesome results while having a blast doing it, then come join us! We promise you won’t find a more caring, passionate, and downright awesome crew anywhere else.
Responsibilities
As Client Ambassador, you’ll be focusing on the emotional states of clients, and have several key responsibilities aimed at ensuring a positive and supportive experience for our clients. These responsibilities include:
Client Relationship Management:
- Building and nurturing strong, positive relationships with clients.
- Personalizing interactions to make clients feel valued and understood.
- Creating a welcoming and inclusive atmosphere for all clients.
Emotional Support and Client Well-Being:
- Providing compassionate and understanding support to clients.
- Actively listening to clients’ concerns, needs, and feedback.
- Demonstrating empathy and validating clients’ emotions and experiences.
Effective Communication:
- Communicating clearly and effectively with clients, both verbally and in writing.
- Keeping clients informed about services, updates, and any changes that may affect them.
- Ensuring clients feel heard and their concerns are addressed promptly and professionally.
Client Advocacy: ✍️
- Representing clients’ needs and preferences within the organization.
- Ensuring clients’ voices are heard in decision-making processes.
- Championing initiatives that enhance the overall client experience.
Feedback Collection and Implementation: ➡️
- Gathering and analyzing client feedback to identify areas for improvement.
- Communicating client insights and suggestions to relevant teams or departments.
- Implementing changes or improvements based on client feedback to enhance their experience.
Conflict Resolution: ✅
- Addressing and resolving any conflicts or issues that may arise.
- De-escalating tense situations and finding mutually agreeable solutions.
- Ensuring clients feel satisfied with the resolutions provided.
Crisis Management: ️
- Providing support and guidance during crisis situations.
- Helping clients navigate difficult or stressful times with sensitivity and care.
- Coordinating with other departments or professionals to provide comprehensive support.
Continuous Improvement:
- Monitoring client interactions and emotional states to identify patterns or recurring issues.
- Reporting on client satisfaction and emotional well-being to management and relevant team members.
- Using data to drive strategies for enhancing client relationships and satisfaction.
Professional Development:
- Staying updated on best practices for emotional intelligence and client support.
- Participating in relevant training and development opportunities to enhance your skills.
- Adapting to new tools, technologies, and methods for improving client interactions.
By focusing on these responsibilities, as our new Client Ambassador, you can significantly enhance the emotional well-being of our clients, leading to higher client satisfaction and loyalty.
Requirements
Experience Requirements:
1. Client-Facing Experience:
Required to have experience in a client-facing role and MUST be comfortable interacting directly with clients.
Direct client-facing experience in the HVAC industry is a bonus, but not a requirement.
Must be comfortable speaking with small business owners and understanding their unique needs.
2. Digital Marketing Knowledge:
Must have experience and understanding of digital marketing terminology, including but not limited to SEO, PPC, web development, design, and content.
Applicants with digital marketing consulting experience will be highly regarded.
Must have experience working at a digital marketing agency or as part of a digital marketing team.
3. Interpersonal Skills:
️ Must enjoy being engaging and having friendly, fluid conversations with small business owners.
Ability to understand client needs individually and seek tailored solutions for different clients.
Must act as a clear communicator and bridge any gaps between clients and our team.
4. Reporting and Accountability:
Must be comfortable and have experience directly reporting to the CEO/Owner of the company and team leads.
Skills and Traits that Set You Apart:
Demonstrate the following qualities:
✨ Empathetic Explorer: Demonstrates deep empathy, understanding client emotions and needs, providing a supportive and considerate presence.
Sociable Star: A bit of an extrovert, enjoys engaging with clients, making conversations enjoyable and friendly.
Galactic Conversationalist: Thrives in engaging and enjoyable conversations, making clients feel at ease and valued.
Friendly Comet: Naturally friendly and approachable, creating a welcoming atmosphere for clients and team members alike.
Proactive Pilot: Proactively identifies client needs and takes initiative to address them, demonstrating self-sufficiency and foresight.
Celestial Communicator: Masters client communications, translating complex concepts into clear, understandable terms for diverse audiences.
Needs Navigator: Easily identifies diverse needs for different clients, ensuring tailored solutions that meet individual requirements.
Client Comprehender: Understands our clients and their specific needs, providing personalized and effective support.
Supportive Satellite: Acts as a shoulder for our clients to lean on, offering unwavering support and reassurance.
Interstellar Intermediary: Effortlessly bridges communication between clients and our team members, ensuring smooth and effective collaboration.
Benefits
The Perks
- Time Off: A paid 2 week holiday rest at the end of the year and monthly recharge days (we encourage team members to take 2 days off to recharge every month completely covered by the company). In addition to this, we offer a minimum of 1 week of paid rest days, which becomes available once you’ve been with RGX for 6 months, and increases over time, as you continue to work with our team
- Professional Development: Budgets for courses, tools, tech, and conferences to help you grow your career
- Parental Leave: We offer a paid 3 month paternity/maternity leave for new parents
- Flexible Schedules: You are free to create your own schedules as long as the work gets done
- Fully Remote: Our company is fully remote. If you prefer an office environment we will cover your coworking memberships up to a certain amount. Or, we can cover your internet up to a certain amount
- Profit Shares: Profits are split amongst the whole team at the end of the year