Partnerships & Client Success Manager (Pool)

About Hawke Media

Hawke was founded on the idea that every modern business needs a CMO-level expert to lead digital marketing efforts. We customize data-driven, performance-focused solutions to help launch, scale, and invigorate businesses of all sizes, industries, and revenue models. We’re shifting the agency paradigm by putting client success ahead of our own. We’ve been featured in Forbes, Entrepreneur, INC, Business Insider, and CNN, and we can boast clients such as Red Bull, Verizon, Evite (and many, many more). We work hard and collaborate to create our dynamic culture.

Job Summary

The role of the Client Success & Partnership Manager is paramount to the success of both Hawke Media’s clients and our consultancy as a whole. As the bridge between our Clients, Business Development, Partnerships and Services teams, the Client Success & Partnerships Manager is key in ensuring a smooth new client onboarding experience, soliciting feedback from our clients about our people and services, identifying new opportunities to help support and grow our client’s businesses and supporting overall client satisfaction throughout the client engagement. The ideal candidate will be a key in developing new revenue-generating strategies by working with internal and external teams to create, manage, and improve on existing partnerships and processes.

The Client Success & Partnerships Manager’s prime focus is centered around the holistic client experience and overall client retention. This role will report to the Director of Sales and will frequently collaborate with other Hawke associates on the Sales, Services, Marketing and Partnerships teams.

Client Success Job Responsibilities:

• Identify upsell opportunities and initiate discussions with Sales and Services
• Bolster client retention through exemplary client service and communication
• Own a book of business for a large client roster of integrated accounts
• Serve as the client advocate to facilitate a positive agency experience
• Take ownership of the client onboarding process, with services teams, inclusive of welcome communication, expert assignment, Orientation call and follow up
• Manage escalations and expectations for both client and internal teams
• Present strategic solutions to client concerns
• Provide feedback to internal teams to improve quality of work output and encourage continued commitment
• Analyze dashboards and reporting to identify trends and areas of concern and opportunity across client roster and recommend action items for agency efficiency
• Utilize Hawke’s systems to accurately record proactive and reactive outreach daily
• Conduct surprise and delight calls to emphasize account wins and progress, further developing relationships with clients and improving client sentiment
• Collaborate with the Partnership team to facilitate client introductions to Hawke Media partners to elevate value and support client’s business needs
• Align with the Marketing team to identify opportunities to include clients in Hawke Marketing collateral, events, and partnerships
• Enhance client and consumer preference, working with clients to obtain positive reviews on Facebook, Google, Yelp and other agency directory listings that feature Hawke Media.
• Initiate quarterly business reviews for select Hawke Media clients

Partnerships Associate Job Responsibilities

• Engage directly as needed with senior stakeholders from both Hawke Media and the partner; embody Hawke’s brand values and culture as an ambassador
• Reach out to new potential partners and onboard them
• Draft and edit partnership messaging, creative, and content to ensure Hawke Media is best represented through partner channels and directories
• Draft and edit partnership correspondence
• Develop and write internal and external partnership decks and documents
• Seek out new and innovative marketing levers that drive partnerships KPIs
• Evaluate sponsorship opportunities for lead generation
• Provide support to inbound marketing, sales, and service teams on as needed basis
• Organize and schedule meetings and appointments
• Project manage partnership operations with cross-functional teams to create, manage, and improve upon processes
• Update spreadsheets to track introductions to Hawke and to Hawke’s partners
• Organize and flesh out partner lists - ensuring that our internal team has easy access to all the information about partners they may need
• Liaise with the sales team to increase introductions to partners
• Compile partner payouts for internal approval

• Assist with optimizing campaign performance while establishing benchmarks for marketing automation, CRM, and other technologies to support campaign execution.
• Comprehension of applied marketing strategies. Learn sales and marketing funnels, audience segmentation and consumer conversion paths.
• Excellent verbal and written skills.
• Team player, well organized, able to work in a team setting or independently.
• Ability to multi-task and has high attention to detail.
• Create ads that will convert across all platforms. Research and practice, stay ahead of the latest updates regarding tools, techniques, and methods related to social media.
• Ability to learn and grow with our internal Hawke strategy within the channel.