Client Experience Manager

Company Description: 

Mole Street is an Elite HubSpot Solutions Partner and industry-leading technology and marketing consultancy. We are a fully remote agency with a presence in the U.S. and South America. Our clients consist of mid-market and enterprise B2B companies that partner with us to define strategies and execute programs that meet business objectives through technical and creative applications of the HubSpot platform.

We specialize in guiding our clients through digital transformation initiatives, including technical HubSpot consulting projects and growth-driven design programs.

Our culture is driven by the core values of Joy, Grit, Accountability, Clarity, Curiosity, Authenticity, and Growth Mindedness. The team is positive, passionate, rational, resourceful, resilient, and results-oriented. We take pride in collaborating with each client to implement strategies that will grow their company. We also believe that “Great Things are Happening!”

The team is positive, passionate, rational, resourceful, resilient and results driven, taking pride in the work and the people who do it. Employees are highly valued and dependable, driven to win for the collective good of the company and its clientele and dedicated to breaking the mold from the agency of the past into the agency of the future as Mole Street grows.

Mission:

The Client Experience Manager reports to the Senior Director of Consulting. Your mission as Client Experience Manager is to own client satisfaction, retention, and expansion at Mole Street. Your main focus will be on engaging and nurturing our current client base towards excellence in service delivery, executing on our services to hand over to the delivery team, as well as identifying and following through on expansion opportunities raised. You will bill a portion of your time to client work. 

You will also organize strategies and reporting to ensure high levels of retention for our client base, working cross departmentally to ensure our clients are met with a superior client experience with Mole Street and our services. 

Main Disciplines: 

• Client Satisfaction and Retention: Organize and manage operating rhythms to increase client satisfaction and retention – prioritizing on-time delivery of projects related to Mole Street services. Highlight urgent issues relating to client satisfaction and escalate accordingly to leadership, or mitigate.
• Expansion Sales and Marketing: Nurture Mole Street clients with strategic marketing communications and strategies – as well as co-marketing opportunities (i.e. case studies and thought leadership). This can also include traveling and hosting clients for on-site presentations with delivery teams. Take the lead on identifying upsell opportunities and mature those opportunities through the proposal, scoping, and estimating stages – and ultimately close contracts.

Day-to-Day Responsibilities:

Client Satisfaction

• Ensure smooth transition from pre-sales to post sales delivery for expansion opportunities, attending kickoffs and project closure meetings with the delivery team

• Engage in key milestones for clients – Kick-off calls, key stakeholder touch points, deliverable launches and others to reinforce client experience and growth opportunities 

• Meet monthly with your book of business, building and maintaining key stakeholder relationships while recording feedback in the CRM, and communicating with leadership as appropriate

• Monitor and own Mole Street client retention rates through client experience and delivery of results – bringing clarity, attaining client KPIs, and consistently seeking feedback from our clients to iteratively improve our services

• Develop, launch, and maintain customer feedback surveys in the form of a Net Promoter Score (NPS), and where necessary, devise and implement improvements to our processes and client engagements
• Develop, launch, and manage an internal training program for incorporating value positioning for both our technology partners, and Mole Street services

Expansion Sales and Marketing

• Manage account plans and organizational charts to map stakeholders within a client organization – deciphering points of contact as an entry point, networking internally to understand organizational structure, sales timelines, and expansion opportunities – before socializing with delivery teams
• Own the Expansion pipeline in Mole Street’s CRM – managing the scoping process, following up with senior leadership for forecasting purposes, collaborating cross functionally to estimate all expansion sales, maintaining sales enablement assets, and close contracts for all expansion opportunities against revenue targets
• Create proposals that stretch beyond specific client needs and “build the world” for broader use-cases, leveraging Mole Street’s services and our technologies
• Lead sales expansion calls to increase confidence around delivery to close deals, inviting other key Mole Street stakeholders as needed
• Take ownership of the relationship with Mole Street’s Partner Development Manager relationship, joining routine calls, setting a cadence of follow-up, and following through on communicating renewal & expansion opportunities 
• Lead calls with HubSpot points of contact to follow through and further collaborate on renewal and expansion opportunities (i.e. Customer Success Managers, Contract Managers, Account Executives, Presales, Professional Services, etc.)

Admin

• Daily huddle attendance - 9:32-9:47 daily
• Weekly account meeting attendance - 10:30am-11:00am Mondays
• Weekly Consulting Department meeting attendance
• Track and bill your time in Kantata
• Availability on email, Slack, Zoom, and phone during working hours for connects with team and client as needed
• Work on special projects projects as assigned

Required Skills and Experience:

• 2-5+ years of project management, consulting, technology implementations, and/or solution delivery. 
• Strong communication skills required – inclusive of stakeholder management, project management, collaboration, and relationship management. 
• Strong objection handling and scope management – translating evolving needs from clients to categorize in-scope or out of scope. 
• Excellent abilities in problem solving, critical thinking, and managing multiple projects simultaneously. 
• Proficiency in HubSpot CRM, Google Suite, and Professional Services Automation (PSA) software is required.

Our Employee Benefits Program Includes:

• Generous compensation package with performance incentives

• Full Health and Dental Insurance Coverage
• Paid maternity and paternity leave
• Flexible PTO
• The flexibility of working remotely