Digital Client Success Coordinator

Overview

• This is long-term, W2 role that offers benefits (medical, dental, vision and more).
• Hours include weekend graveyard shifts (5pm – 1am PST
• Weekday hours are flexible

• Overview:

Our client, a brand leader in travel with 30 brands and 7,000+ properties across 131 countries is looking for a Digital Client Success Coordinator!

This role will assist hotels in selecting, understanding, and executing on digital marketing services. This support will come in the form of answering inquiries, pulling reports, email, and voice calls. This role should have a solid understanding of the digital marketing principals: SEO, Content Marketing, 3rd Party Placements (Yelp), Paid Media, SEM, Social, and programmatic marketing. They will not be performing tactics in these channels, but must be able to speak to the results and help problem solve with clients (hotels).  

Duties / Responsibilities:

• Become digitally focused as you will be trained to understand the Client’s digital marketing programs and their offerings and pricing levels.
• Advocate on behalf of the Client’s hotels and assist hotels with navigating their digital services and help determine which services are the best fit for the hotel.
• Make strategic recommendations for hotels’ digital marketing efforts.
• Create reports and dashboards to review digital results with the hotel property. 
• Manage inboxes and ticket queues that have defined turn around times (SLA’s).
• Manage the work independently and be fully accountable in that they re-assign coverage of their work if they are to be out.
• Triage tickets and respond in regard to tactic recommendations, results, ticket status, billing, and general questions.  

  • Other Requirements:

  • 2+ years of Digital Marketing experience

  • Must be an investigative problem solver that is able to adhere to defined process while also making suggestions / creating solutions to improve results

  • Solid understanding of using spreadsheets, Microsoft Office and Google Suite (MUST HAVE!)

  • Strong written and verbal communicator, with excellent customer service and account management skills is essential

  • Ability to recognize issues and escalate to leadership as needed

  • Ability to assist with training and documentation 

  • High attention to detail and accountability

  • Experience with Salesforce is a plus, but this can be learned on the job