We are seeking extraordinary people who want to contribute to a fast-growing digital marketing agency with a proven track record of success for clients around the world.
Team members carry a great work-life balance and directly make an impact on our company as well as the lives of our clients, communities, and fellow team members.
Even though we contract with our clients on a month-to-month basis, we have an extraordinarily high retention rate due to the results and service we provide. As a Sr. Client Success Manager, you’ll be responsible for delivering client delight and ensuring DOM functions as a true partner. This work includes heavy client interaction, high-level marketing strategy, communicating information among external and internal parties, and project management.
Why Work at DOM?
At a mid-sized agency, you have the opportunity to move the needle more than at a larger agency. Plus, you get to be part of a team of talented, hard-working individuals. We take our ‘No Jerks’ policy seriously here.
DOM is in the top 2% of all Google partner agencies worldwide, helping our clients grow their businesses through pay-per-click advertising, search engine optimization, social media advertising, and other forms of digital advertising. We’re a stable (established 2006) and growing leader delivering excellent results to our clients who say things like:
This full-time position operates as a hybrid with an in-office component of 1-3 days per week in our Pittsburgh, PA office.
About the Position
Client Success Managers serve a critical role at DOM. In this position, you’ll work with our internal marketing teams to deliver all the services we offer to your portfolio of clients. Your three primary responsibilities are:
While your responsibilities will be clear, you will be operating in an environment that can be ambiguous at times, requiring you to make (reasoned) snap decisions to best deliver on our service promise.
Our clients comment frequently about their appreciation of speaking with a knowledgeable partner that knows their account deeply and can discuss strategy. Having a high-level grasp of marketing strategy and a deep understanding of the work we are performing for clients (e.g. digital advertising management, SEO) is critical. Other team members can and will be brought in to discuss more detailed information that may be beyond your particular expertise.
In order to best be able to speak to the clients regarding strategy, you also need to have a core understanding of how our services work and our specific approach to them. We will provide ongoing training and support in order to cover any gaps you may have. This training will include hands-on task work as needed during the initial period of your employment. From time to time, you may support accounts with such execution work as overall department needs dictate.
Additionally, as a Senior CSM, your responsibilities will include assisting with onboarding and training of new hires. You will play an important role in bringing new team members up to speed on the DOM way of doing things while also contributing to the overall department innovation via procedure ideation, creation, and other miscellaneous department operation projects.
This full-time position requires a primary work location at either our Pittsburgh, PA, or Wheeling, WV offices. (Please note that all DOM employees are offered a hybrid schedule with 3 days in the office and 2 days telecommuting per week.)
Who You Are
You’re curious, friendly, articulate, accountable, and unflappable. You can juggle multiple requests with varying degrees of urgency to manage expectations and meet the needs of all stakeholders. You have a minimum of 5 years of experience serving in a client management role, as well as 4+ years working in a marketing capacity.
Your experience will include:
Additionally, you have the following:
Direct Online Marketing is an Equal Opportunity Employer (EOE).
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