Location: Hybrid – Office and Remote
Department: Client Experience
Employment Type: Full-Time Contract
Working Hours: 8:30 a.m. – 5:00 p.m.
Role Overview
We are seeking a proactive, organized, and client-focused Client Experience Executive to join our Client Experience Department.
The Client Experience Executive will be responsible for managing and strengthening client relationships, supporting the client journey from onboarding to offboarding, coordinating with internal teams, and ensuring that client needs are handled efficiently and professionally. This role requires strong communication, follow-through, attention to detail, and the ability to manage multiple client accounts in a fast-paced digital marketing environment.
The successful candidate will serve as a key point of contact for assigned clients and will help ensure that services are delivered on time, concerns are addressed promptly, and opportunities for improved client satisfaction, retention, and account growth are identified.
Key Responsibilities
- Support the sales team with lead follow-up, client handovers, proposal preparation, presentations, and other client-facing materials.
- Coordinate the client onboarding process by working with internal teams to document client requirements, service expectations, business objectives, and account details.
- Maintain accurate and up-to-date client records within the Company’s CRM platform, including contact details, contract information, account notes, and service updates.
- Serve as the main point of contact for assigned clients, building strong professional relationships and ensuring clients are kept informed on project progress, timelines, and deliverables.
- Manage client requests, inquiries, concerns, and escalations by coordinating with internal teams and ensuring timely follow-up and resolution.
- Monitor account activity, service delivery, client satisfaction, and potential risks to support client retention and a positive client experience.
- Gather client feedback, reviews, and testimonials, and share insights with internal teams to support continuous improvement.
- Identify opportunities for account growth, including upsell and cross-sell opportunities, and coordinate with relevant team members where appropriate.
- Prepare client status updates, account reports, progress summaries, and risk updates for management.
- Support client offboarding when required, ensuring a smooth and professional transition while collecting exit feedback.
- Contribute to the improvement of client management processes, service standards, and best practices.
- Participate in team meetings, provide account updates, and perform any other related duties aligned with the goals of the Client Experience Department.
Qualifications and Experience
- Bachelor’s degree in Business, Marketing, Communications, or a related field.
- 3–5 years’ experience in client success, account management, sales support, customer service, or a similar role.
- Experience in a digital marketing, creative agency, or professional services environment would be an asset.
- Strong customer service, relationship management, communication, and problem-solving skills.
- Excellent organizational and time management skills, with the ability to manage multiple accounts, priorities, and deadlines.
- Ability to handle client concerns professionally, diplomatically, and with a solution-focused approach.
- Familiarity with CRM systems, project management tools, and digital communication platforms.
- Strong attention to detail, follow-through, and commitment to delivering a high-quality client experience.
- Ability to review client feedback, account activity, and key metrics to support improved service delivery.
- Flexibility to work outside normal business hours when required to meet client or project needs.
