Client Concierge is a part-time to full-time position that serves as the account manager for all assigned accounts. They are the lead point of contact for clients and serve as the direct line of communication from clients to internal department heads. Client Concierges that demonstrate a high level of capability and client success can progress into the role of Senior Client Concierge.
The Client Concierge position is available under Catalyst Collective’s sister company, Momentum Creative Inc.
REQUIREMENTS
- “People person” with strong communication skills and a competent relationship builder
- Patient and proactive problem solver
- Self-motivation to organize tasks and manage timelines
- Proficient multitasking to manage multiple accounts at once
- Commitment to growth and professional development
- Comfortable working with a fully Remote Team
- Experience in customer service and account management encouraged, but not mandatory
RESPONSIBILITIES
- Manage and develop strong client relationships
- Work cooperatively with Art Director, Content Director, and CTO to complete tasks and projects on time
- Act as mediator between company and client, facilitating immediate and concise two-way communication
- Adhere to company SOPs to meet and exceed project expectations
- Be available during business hours (9AM – 5PM ET) for communication, meetings, and questions
- Address urgent issues outside of business hours as needed
- Actively identify new sales and business opportunities by up-selling and cross-selling within existing accounts
- Confidently discuss and present key stats and information
- Demonstrate thorough understanding of Catalyst Collective and Momentum Creative service offerings
- Develop and possess comprehensive knowledge of client business and needs
- Set and exceed expectations for client and team performance
- Keep leadership informed of any and all client-related or internal concerns
- Work to achieve company and client goals simultaneously
- Facilitate client meetings and explanation of deliverables
- Actively bring new ideas and improvement ideas to Senior Client Concierges and Client Concierge Director to grow and improve the team and our processes regularly
- Complete all assignments as instructed by Senior Client Concierges, Client Concierge Director, CEO, and COO
GENERAL ASSIGNMENTS
- Efficiently respond to client and internal communications
- Provide weekly reports of accounts to Senior Client Concierges
- Lead client meetings to communicate progress and facilitate problem resolution as needed
- Attend internal meetings to discuss client needs and strategy
- Follow up with department heads to ensure tasks are being completed on time and exceed client expectations
- Review, update, and present client timelines
- Update Department MIOs spreadsheet for assigned accounts
- Task out assignments in Teamwork as needed
- Manage Client Portal creation and communications
- Consistently review Scope of Work for progress and completion
COMPENSATION
- 3% commission on all managed accounts