Client Success Coach

Are you an experienced client relationship manager looking for an opportunity to combine your passion for digital marketing with your love for pets?

At GeniusVets, we're on a mission to create better pet health by providing a platform that educates and unites pet owners and veterinarians, and we're seeking dedicated Client Success Coaches to join our growing team!  

About the Role

You will serve as the primary point of contact for your clients and will be accountable for their success with our program.

Primary Responsibilities

• Understand clients' needs for social media content and deliver a completed social content calendar each month using our library of pre-made content and custom post templates
• Monitor, escalate, and engage with clients' reviews and social media accounts in accordance with our SLA policy
• Ensure all client requests are handled within the SLA policy, coordinating with the internal team as necessary for resolution
• Monitor and troubleshoot clients' social and review dashboards to ensure proper functionality
• Meet with assigned clients at least once per month and remain accessible via phone, email, or web conference as needed to ensure clients fully utilize our programs
• Follow our established guidelines to ensure clients receive full access, implementation, training, and support as specified in the client services agreement
• Monitor client websites weekly to identify and escalate potential issues to our internal support team and/or the client
• Provide monthly reports on marketing and advertising metrics, offering education and suggestions for continuous improvement
• Identify potential areas for growth with other GeniusVets products that clients may not currently utilize, and effectively communicate these recommendations to clients
• Highlight successful performance metrics to clients, generating excitement and appreciation, and assist in capturing testimonials and case studies to demonstrate the success achievable through the GeniusVets marketing platform

Job Setting

This role routinely uses standard office equipment such as computers and phones. 

Candidates must have internet access with enough speed to perform essential duties. 

Location / Time Zone

To facilitate effective collaboration with our clients and team, we require your working hours to significantly overlap with 9 am to 5 pm ET. We are only able to hire in the United States for this role.

Physical Requirements

Prolonged periods of time sitting at a desk or computer

Success Metrics

Success will be measured by client retention, achievement of performance metrics, and client satisfaction as evidenced by client business performance, testimonials, and referrals.

Qualifications

• Experience in client relationship management (account management, client services, or similar) 
• Enjoys engaging with clients and comfortable with frequently leading client meetings
• Ability to proactively identify and flag potential concerns
• Capable of understanding, recommending, and problem-solving based on analysis
• Exceptional written and verbal communication skills that enable you to effectively communicate with technical and non-technical staff, teammates, and leadership
• Familiarity with social media channels (Facebook, Instagram, YouTube, LinkedIn) and basic marketing principles
• Familiarity with Google Analytics for tracking and analyzing website performance
• Proficient in using Google Drive for documentation and collaboration
• Ability to listen with empathy, demonstrate professionalism, and adapt to changes
• Strong organizational skills in time management, communication, and attention to detail
• High emotional intelligence, with ability to effectively manage emotions and relationships in a professional setting

Not Required But Helpful in the Role

• Experience in the veterinary industry 
• Basic understanding of SEO (search engine optimization)
• Basic website/CMS editing
• Remote work experience

Tech Stack

• Drupal (client website platform) 
• Rocketlane (project management system)
• Slack (internal communication)
• Zoom (meetings)
• Google Drive (documentation, calendar, email)
• FreshDesk (knowledge base and support ticketing system) 
• Proprietary social media management, reviews management, directory optimization, and analytics platforms

Pay, Perks & Benefits 

This salaried position starts at $55,000-$65,000/yr with opportunities for incentives. Please note we use a structured pay system to ensure equitable pay for similar roles. Therefore, we are not able to negotiate beyond the starting salary listed.  

• Excellent medical, dental, and vision insurance with a generous employer contribution
• Voluntary short-term disability, long-term disability, and supplemental life insurance
• 401K plan
• Paid holidays, sick/wellness leave, and 10 days of vacation in the first year, with more time accrued with tenure
• Technology allowance to cover a computer and other necessary tools
• Remote work flexibility, allowing you to work from anywhere and set your own hours (with some overlap for team coordination)
• Join a fun, high-EQ, people-first culture, working alongside top industry professionals with opportunities for mentorship and skills development
• Engage in impactful work that supports small business owners, pet owners, and pets

If all of this speaks to who you are, who you want to be, and what you want to spend your days doing, then we want to hear from you!

About GeniusVets

GeniusVets is the premier platform to improve pet health – connecting pet parents with quality veterinarians and proven pet care advice from DVMs. Our mission is to create better pet health by providing a platform that educates and unites pet owners and veterinarians.

Launched by a top veterinarian and practice owner, along with a team of digital technologists, writers, and pet parents, GeniusVets was created to help pet parents find, connect with, and get to know great veterinarians in their area...and to help pet owners become more knowledgeable about pet care, with education straight from veterinarians themselves.

GeniusVets is an equal-opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.