Careers

Performance Manager

A Performance Manager is a key role for the company. You have the opportunity to make a big impact and be recognized for your contributions. You play a critical role in maintaining client satisfaction during the staging link phase and after the website launches. Your job is to always be proactive and responsive in ensuring the transition phase (implementation to performance management) is as smooth as possible. As a Performance Manager, you will be responsible for the following, but not limited to:

  • PROVIDE AWARD-WINNING CLIENT SERVICE
  • PROACTIVE
  • RESPONSIVE
  • ORGANIZED
  • Be the main point of contact for the client after the website launches
  • Build strong relationships and rapport with clients
  • Contact ‘live’ website clients on a monthly basis. Generate phone calls, send emails, create engaging loom videos
  • Document all client communication in Salesforce.
  • Ascertain client satisfaction and suggest ways to improve client experience and website performance
  • Recommend ways to optimize the client’s website, Google My Business Page, Social Media Online platforms (real photos on the website, before and after photos, yelp account or Houzz? Blog topic suggestions)
  • Collaborate with the CEO on products to upsell. Set demos.
  • Create and share with team-Performance Management processes and protocol to optimize efficiency in success management (Reports, Google Sheets, etc)
  • Maintain detailed notes in Salesforce and continue to keep up-to-date records for each client
  • Inform the CEO of dissatisfied clients or poor-performing websites by email and by documenting cases in Salesforce to escalate issues to the CEO.
  • Be fully immersed with each client’s website and own client data. Know the most about our clients, more than anyone in the company
  • Be an advocate for our clients
  • Clearly and proactively communicate to understand client needs, answer inquiries and explain website functionality and value
  • Work closely and collaboratively with Lead Revenue team members
  • Manage own time, prioritize tasks and work under pressure
  • Comfortable with uncertainty and can act with agility
  • Submit tickets into support for client website recommendations
  • Use excellent communication skills, both written and verbal-developing strong client relationships and maintaining effective communication across the team
  • Thrive in a fast-paced environment
  • Take escalation calls outside of business hours if/when appropriate
  • Problem solve
  • Be a solution-oriented team player
  • Have strong planning and organizational skills
  • Have the ability to handle a demanding client
  • Have the ability to make decisions with limited data

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