This role focuses on client satisfaction and client retention to build loyalty, while overseeing operations.
This role acts as a key operations role and will be in the public of Gigabrain
Roles & Responsibilities
●ClickUp Profiles are consistently getting updated correctly
●Ensure the onboarding process is seamless
●Ensure the offboarding process is seamless (The client offboarding
process is appropriately documented and centralized)
●Ensure the team completes training videos when released
●Responsible for the operation of completing Amazon Audits
●Responsible for the operation of the Amazon Assist Desk
●Ensure Amazon PODs understand their churn every month.
●Establish clear communication between Account Managers and clients
KPIs
●90% of Amazon Clients need to hit 100% of their ad spend budget
●Less than 7.5% churn per month for entire Amazon department district 1
●90% of Audits get completed and followed up within 5 business days
●30% of our Active Clients have left a review on Google
●30% of clients are billed for bonuses.
●95% of clients successfully launch within 7 business days of starting
with us (Onboarding Call with client, strategy session, internal
onboarding call with team, Tasks are assigned)
●1 case studies every quarter
●Less than 20% of client offboarding is negative feedback
●Maintain 150% Margin Per Head
Daily Responsibilities:
- Cultivate and sustain long-term client relationships.
- Oversee client progress at key intervals (30, 60, and 90 days).
- Support milestone achievements and brand management initiatives.
- Identify and resolve ongoing client challenges, ensuring client satisfaction.
- Lead retention efforts by providing tailored proposals, negotiating contracts, and recommending upgrades or upsells.
- Ensure client satisfaction by monitoring quarterly survey responses.
- Propose strategic enhancements to improve clients' approach and performance.
- Ensure client needs are met and contractual tasks are completed on time.
- Gain in-depth knowledge of clients' businesses, competitors, and marketing goals to address and solve business challenges.
- Track and report on client progress regularly to confirm goals are met.
- Conduct account and onboarding audits, adhering to the Account Audit Checklist.
- Bi-weekly Board Review for the following:
- Monitor design team workload and current projects.
- Confirm sufficient client work in core areas (SEO, troubleshooting, design, images, copy, catalog, etc.).
- Ensure timely task completion, checking for consistent progress and accountability.
- Track milestone progress with the brand manager.
- For issues, coordinate with the Brand Manager, leaving tasks on their client board as needed.
Core Values of Gigabrain
- Extreme Ownership
- Embracing Challenges
- Continuous Improvement
- Accountability
- Integrity
- Best Idea Wins
- Purpose-Driven Impact
- Value-Driven Actions
Qualifications:
- Preferred 3+ years of Amazon Seller Central experience or equivalent knowledge. Comprehensive understanding of Seller Central, from flat files to FBA, PPC, brand registry, and more. Familiarity with tools like Helium10 and keyword research is a plus.
- Agency experience (2+ years) is highly valued, with a focus on prioritizing dynamic client needs.
- At least 2 years in a management role with experience in team leadership, hiring, and performance management.
- Ability to excel in a fast-paced agency environment, managing tasks and setting priorities effectively.
- Proficiency with tools like Zoom, Slack, and ClickUp (or similar).
- Strong project management skills and enthusiasm for eCommerce.
- Client-focused with the ability to conduct client calls and account management to grow their Amazon sales.
Summary: Expertise in Amazon Seller Central, agency or equivalent experience, technological proficiency, self-reliance, people-oriented approach, and a passion for eCommerce sales.
Growth Path and Future Responsibilities:
- Manage more complex, cross-functional projects to benefit multiple departments.
- Engage in the broader advertising and marketing community, with opportunities to learn and network.
- Prepare for higher-level responsibilities, fostering career advancement within the organization.
- Engage in continuous professional development, staying updated with market trends.
- Develop a comprehensive understanding of different business areas, influencing advertising decisions.
- Become a mentor and trusted advisor within departments like IT, Advertising, Brand Management, HR, Creatives, and Sales.
- Build a respected reputation within the industry.
Gigabrain Benefits:
- Competitive salary
- 401(k) with up to 4% employer match after 12 months
- Health benefits (medical, dental, and vision) after 90 days
- Unlimited paid time off
- 7 paid company holidays
- Opportunity to run your own Amazon business using company resources—entrepreneurial employees are encouraged to grow their own sales accounts.
We know precisely the personality of the candidate that will enjoy dominating the work at hand! To save everyone’s time and energy early on, the initial action in the application process is to complete our culture index survey - that will uncover your natural attributes, alongside what you anticipate the job would require. It has now come to an end, you might either be enthusiastic about the role or just too bored, yet no need to think twice as it will just take a few minutes to finish the survey!