SEO Client Success Advocate

Description

There is nothing more refreshing than an SEO agency that actually cares about culture, champions its values, and consistently drives home outstanding results for digital marketing clients across Australia.

We are a small team that’s outwardly driven by a desire to be undoubtedly transparent, knowledge-forward, and liable for all we do – good and bad.

What is an SEO Client Success Advocate?

Client Success Advocate (CSA) is our solution to search engine marketing account managers. Where any other agency’s SEO account manager earns a fee for growing purchaser spend, our Client Success Advocates are paid above-market salaries,  putting off economic balance from the picture, and in the end inviting the Client Success Advocate to put the client’s success front-and-center (hence, being an “advocate” for the client’s success).

At Top4, we understand we are able to only preserve clients when we do two things better than other agencies: we deliver results, and we make the client experience painless. SEO Client Success Advocates are accountable for two metrics that relate back to our client retention philosophy:

1. Client Happiness – We tend to send clients feedback forms where we ask them to rate their overall satisfaction with Top4 as an agency, solely focusing on the relationship, not the results.
2. Satisfaction With Results – At constant time, we’ll send clients a second NPS feedback form to allow us to know, without factoring in the agency relationship, how well they feel their campaign is performing.

The Client Success Advocate, as the primary point-of-contact for clients, and the person responsible for making sure we follow through on all we promise our clients is the guardian of both of these metrics.

High-Level Responsibilities:

The CSA’s core responsibilities can be described, from a high level, as follows:

• Relationships – Build & keep relationships to deliver a remarkable client experience
• Task Management – Ensure on-time and complete delivery on commitments made by the team
• Reporting – Report on campaign progress and outcomes through video & image reports
• SEO – Identify SEO opportunities and develop a strategy round these opportunities

Daily Objectives:

• Communicate with and respond to clients
• Send deliverables to clients
• Complete task list & assign tasks to team members
• Conduct video calls with clients
• Work with the team to facilitate on-time delivery

Weekly Objectives:

• Keep up-to-date on SEO industry trends
• Monitor changes in SEO campaign performance
• Review content that is written by contract-based writers
• Onboard new clients

Monthly Objectives:

• Comparing what we promised we would do for clients to what we actually did for clients in a given month, adjusting team member tasks to ensure we are on target for the next month, and communicating the situation to clients.
• Developing & sending client reports that were built throughout the month.
• Adjusting client strategy
• Requesting approval and sign-off from clients when necessary

Tools You’ll Use:

• Project Management System – Teamwork
• Email & Document Management – GSuite/Gmail/Google Drive
• SEO – SEMRush, Ahrefs, OnCrawl, ScreamingFrog
• Reporting – Google My Business, Google Analytics, Google Search Console, CallRail, Google Data Studio, Google Tag Manager, HotJar, AgencyAnalytics
• Link Building – Pitchbox
• Content Management Systems – WordPress, Shopify, BigCommerce

Our Philosophy on Training & What You Can Expect

We feel that culture fit comes first, then motivation, then level of skill. This is because, while skill can be acquired, it is harder for one to become motivated where they once weren’t, and nearly impossible to mold one with a cultural disconnect into a culture fit.

If we are considering two candidates, one with culture fit and passion – but no skill, and a second with passion and skill – but no culture fit, we will welcome the candidate with culture fit, and provide the necessary training to bring her or him up to speed.

Employing a combination of one-on-one training and video courses we have invested in, we have the tools to teach the following skills that relate to this position:

• 6-Step SEO Audit Process (You are not responsible for the audit, but can deliver a much higher level of value to the clients if you understand them thoroughly)
• The Link Building Process (Again, not your responsibility, but ideally, something you’ll be able to understand and help oversee)
• The Content Ideation Process
• Coordinating Content Writers

You may have noticed that we don’t have training on how to build relationships. That is because, much as a result of our small size, we have not been able to pinpoint what helps develop the client-agency synergy that is so important for this position.

The Best Parts of a CSA’s Job

We believe that some of the best parts of an SEO Client Success Advocate’s job at Top4 are as follows:

• The opportunity to be a part of a full-time team that you can count on one hand means there is outstanding room for growth, as the agency grows.
• Every decision you make has the opportunity to improve the lives of a business owner by giving them more freedom to live their lives and build their organizations.
• On an ongoing basis, you get to search for personalized gifts and experiences to surprise and delight clients: from monogrammed mugs to celebrate a client’s wedding, to baseball tickets for a Client’s family, we take care of our clients.
• Most of our clients are investing over $3,000/month with the agency, which means you have more time to take care of and establish a relationship with each client.
• There is substantial room for growth into the position of Lead CSA, and Chief Operating Officer, should the agency continue to grow.
• You have the opportunity to create systems and processes that will contribute to the growth of the agency.
• You’ll also be able to contribute to the planning of our quarterly and annual retreats, if that is your cup of tea.

The Best Parts of a CSA’s Job

It is only fair that we also talk about what makes this job difficult:

• There is a lot of weight on one’s shoulders. Clients count on you; the agency counts on you; you count on you. When things are rough, it can be hard to sleep if you truly care about delivering the best-of-the-best to our clients. We’ve all been there, and, as long as you are mindful of this, and you ask for help in one of our daily huddles, you will get it.
• As the key contact for clients, when you are out of the office, the rest of the agency can, at times, look like chickens running around headless (how’s that for some imagery, haha). When you are on vacation, there won’t be anyone to take over for you. Instead of checking out completely during your vacation, you may need to log into the project management system once or twice per day to make sure all of the tasks are being allocated to the appropriate team members.
• Since we base our retainers off of the number of hours spent on projects, you will need to track your time to the project you are working on throughout the day. This is made less cumbersome by the fact that our time tracker is built into our project management system, but it can take some time to get a hang of.
• With such a small team, every action you take can greatly impact the culture of the agency. It is vital that you work to live the values of transparency, education, and accountability both at work and at home.

If you are still on-board after that, you may just have what it takes to join the Top4 family! And we’d be honored to have you –

A Top4 Team Member’s Profile

We are looking for the best of the best to join our family. That means, without question, that the following qualities are required of all incoming team members:

• Every team member must be independently motivated to conduct disciplined thought, and take disciplined action on that thought.
• Follow through. 100% of the time. – There are no excuses for dropping the ball on a commitment we made to a team member, a client, or our friends and family, for that matter. We are people who do what we say we will do. Simple.
• Live our values: Transparency, Education, and Accountability. Every day. Everywhere.

Qualification Recommendations

If you do not have one (or multiple) of these qualifications under your belt, we still encourage you to apply if you align with everything else you’ve read. As we mentioned before, a skill can be acquired, culture fit can not:

• Two or more years of managing at least 10 clients in a marketing agency setting
• One or more year(s) of experience in the SEO industry
• One or more year(s) working on improving eCommerce websites

Additionally, please let us know if you have experience with any of the tools mentioned in the section above.

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