What's included

• Client Relationship Management & Retention

  Manage and nurture client relationships, serving as the main point of contact post-sale. Ensure client satisfaction by proactively addressing needs, providing personalized support, and guiding clients through their journey. Foster loyalty and drive account growth through consistent communication, regular check-ins, and solution-based service.

• Onboarding & Implementation Support

  Lead new client onboarding through structured, hands-on processes to ensure seamless setup and strong initial engagement. Deliver walkthroughs, training sessions, and resource guidance using platforms like Zoom, Loom, and Google Meet. Collaborate with internal teams to guarantee successful product/service adoption and early-stage satisfaction.

• Issue Resolution & Partner Advocacy

  Act as a trusted advocate for clients—identifying concerns early, troubleshooting platform or service issues, and escalating where necessary. Provide quick, thoughtful resolutions while coordinating with operations, sales, and support teams. Track client feedback and ensure insights are relayed internally for continuous improvement.

• Email, CRM & Communication Management

  Manage client communications via Gmail, Outlook, Salesforce, HubSpot, Zendesk, Gorgias, and Intercom, ensuring timely, professional, and accurate responses. Maintain detailed CRM updates, document client interactions, and provide ongoing support reporting for leadership and cross-functional teams.

• SOP Development & Knowledge Base Management

  Create client-facing and internal Standard Operating Procedures (SOPs) to streamline onboarding, support, and communication workflows. Produce Loom video tutorials and process guides to drive team alignment, training, and operational excellence.

• Client Experience Optimization & Reporting

  Analyze customer satisfaction trends and performance data to uncover areas for improvement. Conduct Root Cause Analyses on client challenges and help implement service upgrades and engagement initiatives. Assist in the development of client loyalty programs to boost retention and client lifetime value.