The Content Success Specialist (account manager) role is responsible for leading client
relationships, managing client projects, providing editorial and administrative support, and collaborating with writers, editors, and internal team members.
Account managers are responsible for maintaining a high level of content quality and client satisfaction. This includes building and maintaining healthy partnerships with our clients, with the ultimate goal of retaining and growing their business.
Key Responsibilities:
As a Content Success Specialist, you are responsible for completing the tasks below or
working with other team members to complete these tasks.
● Manage the client lifecycle for Managed Services accounts, starting with the onboarding process and going all the way through to renewals
● Enter orders for clients based on their regular delivery schedules and as needed
● Assign jobs to writers and editors, answer team questions, and liaise with the client as needed during this process
● Review content for assigned accounts and projects, make edits as needed, and provide feedback to writers and editors
● Maintain a close eye on client billing and spend, send invoices as needed, charge clients according to predetermined schedules, and keep clients up to date on any accrued credit and/or overages
● Connect regularly with client contacts to get feedback on completed projects, build and grow relationships via email, phone, and video calls
● Actively seek out referral, upselling, review/testimonial/case study, and re-engagement opportunities
● Ensure client projects and resources are organized in an efficient manner, keeping
up-to-date and organized account guides and folders and building new resources where it would enhance the operation of the account
● Promote CW platform best practices within your accounts, ensuring clients are getting as much out of the platform as possible, and soliciting feedback
Standard Goals/Expectations:
● Speak to all active clients on a monthly basis (at minimum) to maintain a healthy
relationship and minimize churn
● Work with Content Strategy (Sales) on securing renewals and growing accounts
● Maintain an annual client retention rate of 75% or higher
● Work closely with clients to remain on target and prevent credit accrual
● Ensure all of your accounts are set up properly in the platform and they’re informed of the latest updates and improvements
● Ensure jobs are submitted on-brief and on-time
● Limit revision requests and provide high-quality content through effective writer
communication and review efforts
● Consistently solicit content feedback from clients and encourage clients to rate their jobs
● Meet quarterly review goals on public review sites
30-60-90 Day Goals & Expectations
These timely goals are meant to help you learn the ropes and assume ownership of your key responsibilities and tasks in a manageable, scalable way. At each milestone, you’ll meet with the Director of Content Operations to discuss progress, ask questions, and realign on goals as needed.
First 30 Days
Tasks to Complete
- Complete Content Success Specialist Training
- Assist with content review on 2-5 accounts on a weekly basis
- Sit in on at least 2 client check-in or feedback calls with other Content Success Specialists/Managers
- Take ownership of all backend support (bulk uploading, managing writer/editor teams, reviewing content, etc) for 3 managed service accounts.
- Shadow another Content Success Specialist with topic pitching full cycle through the CW platform
- Sit in on 2+ internal huddles and kickoff calls for new managed service accounts.
- Shadow the Content Success Specialist’s onboarding process
Things to Know
- Be sure you have a full understanding of your job duties and responsibilities
- Understand CW’s job and deadline lifecycle
- Be able to articulate the difference between managed service and self-service clients and the different types of engagements (trials, pilots, managed projects, flex spend contracts, and fixed spend contracts)
- Be familiar with the specific writer and editor assignment practices for 2+ accounts
- Be able to articulate ContentWriters' value proposition (what we do and how we help
our clients and writers)
- Have a good understanding of the client kickoff and onboarding process
First 60 Days
Tasks to Complete
- Assume ownership and manage 4 existing managed service accounts full service
- Lead at least 1 client check-in or feedback call
- Lead onboarding/kickoff for 1 new managed service engagement or managed project
- Continue to shadow client calls with other account managers (kickoff, feedback,
check-in, and renewal)
- Conduct a client platform demo with the Director of Content Operations
- [Candidate to set a goal at 30-day check-in]
Things to Know
- Understand CW’s client billing processes and procedures
- Understand how the client-side platform functions and be able to demonstrate it to someone who has no experience with it
- Have a good understanding of content marketing and how clients can use things like blogs, whitepapers, social media, and email newsletters to boost web traffic and thought leadership
- Have a good understanding of the topic pitching process
- [Candidate to set a goal at 30-day check-in]
First 90 Days
Tasks to Complete
- Sit in on 1 full cycle renewal process (internal huddle + client call)
- Conduct a writer platform demo with the Director of People Operations
- [Candidate to set a goal at 60-day check-in]
Things to Know
- Have a good understanding of the renewal process and when your clients will be up for renewal
- Have a good understanding of the writer side of the platform and be able to demonstrate it to someone who has no knowledge of it
- Have a general understanding of the competitive landscape and how CW compares
to alternative vendors (Crowd Content, Scripted, etc) and other content creation
options (in-house writers, managing freelancers in-house, etc)
- [Candidate to set a goal at 60-day check-in]
Job Type: Contract
Pay: $50,000.00 - $60,000.00 per year
Experience:
- Account Managment: 3 years (Required)
- Content Strategy: 2 years (Required)
Work Location: Remote
