Client Experience Specialist

Job Overview:
As a Client Experience Specialist, you are the primary point of contact for client communication, responsible for ensuring clients feel informed, supported, and valued throughout their journey with Builders of Authority. You will collaborate with the Client Experience Manager and Digital Marketing team to deliver proactive service, resolve issues quickly, and drive client satisfaction through organized project coordination and detailed reporting. This role demands strong communication, a problem-solving mindset, and a passion for customer success.

Culture & Values

We live by our core values: T.R.U.S.T.

• Take Action: We move fast and solve problems.
• Results Matter: We focus on delivering outcomes, not just tasks.
• Utilize Resources: We work smarter by tapping into what’s already available.
• Set Expectations: We communicate clearly and proactively.
• Transform Lives: We believe our work makes a lasting impact on our clients and their communities.

Key Responsibilities

1. Client Communication & Support

• Act as the main client liaison via email, chat, and phone.
• Respond within 8 business hours to questions about campaign performance, timelines, deliverables, or general inquiries.
• Ensure professional, positive interactions that reflect the Builders of Authority’s values and standards.
• Maintain consistent updates to clients about campaign progress and next steps meeting with SEO clients monthly and all other clients biweekly.

2. Onboarding & Setup

• Lead new client onboarding calls and complete the required Onboarding Form.
• Schedule the Strategy Call and ensure clients are set up with expectations and timelines.
• Schedule recurring meetings for monthly or biweekly updates.

3. Project Coordination & Updates

• Coordinate campaign timelines and deliverables with the internal team (SEO, PPC, content, design, and development).
• Communicate all updates, milestones, and adjustments clearly to clients on a monthly or biweekly basis. 
• Gather and relay client feedback to the appropriate internal departments for process improvement in ClickUp within 8 business hours from the client meeting. 

4. Strategy Call Execution

• Attend internal strategy planning meetings with the Digital Marketing team.
• Deliver the approved marketing strategy to clients during the Strategy Call in a clear and confident manner.

5. Ongoing Meetings & Campaign Support

• Host monthly or biweekly check-in calls based on the client tier.
• Before the call:
  • Conduct a WhatConverts audit and review campaign KPIs.
  • Prepare performance data, key insights, and any outstanding deliverables.
  • Ensure all ClickUp tasks associated with the account are completed on time. If any are past due, have a meeting with the specialist and tag Client Experience Manager in the task on ClickUp.
    
• After the call:
  • Send a recap email with action items and discussion notes.
  • Upload the meeting recording to the client’s Google Drive folder.
  • Create ClickUp tasks for any client requests or internal action items within 8 business hours. 

6. Monthly Lead Performance Audits

• Audit 100% of WhatConverts data weekly across all website clients.
• Categorize and score lead quality based on source, intent, and keyword mapping.
• Flag issues such as spam leads, duplicate submissions, or misrouted calls.
• Summarize findings with 2–3 key insights and action recommendations in a client-friendly format.
• Share audit insights with internal teams to help optimize strategy and improve lead quality.

7. Issue Resolution & Troubleshooting

• Identify client issues quickly and resolve them with urgency. Create appropriate ClickUp tasks with the proper priority status. 
• Collaborate with internal departments (SEO, PPC, content, design) to troubleshoot campaign-related questions.
• Escalate unresolved or sensitive issues to the Client Experience Manager when necessary.

8. Reporting & Documentation

• Assist in preparing summaries and insights for client meetings while keeping organized reports in ClickUp and recap emails through Gmail. 
• Keep detailed records of client interactions, call notes, and action items in ClickUp.
• Ensure all documentation is stored in ClickUp and CRM tools for team-wide visibility and seamless handoffs.

9. Client Risk Communication & Retention

• Identify at-risk clients using the agency’s At-Risk Client SOP (based on behavior patterns, feedback, or performance issues).
• Update ClickUp to tag the client as “at-risk” and notify relevant company personnel (Client Experience Manager, Digital Marketing team, and leadership).
• Collaborate with the Digital Marketing Services team to develop a tailored Plan of Action (POA) for the client.
• Communicate proactively and empathetically with the client, offering solutions and reinforcing the value of the partnership.
• Remain involved in execution and follow-up to support retention and restore client confidence.

10. Collaboration & Process Improvement

• Work closely with the Client Experience Manager to improve communication workflows.
• Share trends in client feedback to help enhance service quality and internal processes.
• Contribute to documentation efforts that improve team efficiency and client retention.

Qualifications & Skills

Experience

1–3 years in client support, customer service, or account coordination (ideally in a marketing or agency setting).

Digital Knowledge

Strong understanding of SEO, PPC, and website development.

Communication

Excellent written and verbal communication with a client-first mindset.

Organization

Proven ability to manage multiple accounts, deadlines, and requests simultaneously.

Problem Solving

Resourceful and proactive in resolving client concerns.

Technology

Skilled in using CRMs, ClickUp (or other PM tools), WhatConverts, and Google Workspace.

Team Collaboration

Works well across departments in a dynamic, fast-paced environment.