Job Description
- Client Portfolio Management: Manage assigned clients by researching their branding, understanding their business goals, and maintaining consistent communication to ensure satisfaction.
- Strategic Communication: Email and message clients regularly following communication guidelines, proactively addressing needs and gathering feedback.
- Onboarding Leadership: Conduct onboarding calls with new clients alongside Account Executives to familiarize them with Penji's process and set expectations for success.
- Discovery Planning: Guide each new client through a 30-day discovery period to understand their preferences, design needs, and identify compatible designers for their account.
- 90-Day Success Journey: Walk clients through structured 90-day journey with monthly recap meetings to gather feedback, adjust strategies, and ensure satisfaction milestones are met.
- Strategy Sessions: Schedule and conduct strategy calls to understand clients' 3-6 month goals and proactively plan upcoming projects that align with their objectives.
- Upgrade Identification: Monitor account usage patterns and identify opportunities to upgrade clients (additional design slots, developer add-ons, premium features) to better serve their needs.
- Brand Profile Management: Create and maintain brand profiles for all clients to ensure design consistency and quality across all projects.
- Designer-Client Matching: Collaborate with Project Managers to ensure the right designers are assigned to each client based on style compatibility and expertise.
- Creative Direction: Provide design advice and strategic guidance on client projects through hidden notes, brief clarifications, and direct communication with design teams.
- Quality Oversight: Monitor project quality and report issues with designers, projects, or team performance to maintain high standards.
- Client Retention: Act as primary point of contact for clients, building strong relationships that drive retention beyond the 90-day journey.
- Cross-Team Collaboration: Work closely with Project Managers and Account Executives to coordinate seamless client experiences and project execution.
- Performance Reporting: Track and report on client satisfaction, account health, upgrade opportunities, and portfolio performance metrics.
