Digital Services Consultant

Hibu Inc.

Cedar Rapids, IA Design & Creative / Marketing & Media

Job Reference #: DIGIT02657

The DSC position will be responsible for conducting the onboard consultation with clients who purchase digital products through Hibu. During the consultation, the DSC will gather all necessary content needed to build quality digital products. They will also be responsible for assisting clients through the connection process to social media platforms such as Facebook and GMB. By connecting to all other platforms, we ensure all products are synchronized together. Once products are built, the DSC is responsible to check all products for accuracy and functionality. The DSC will then be responsible for publishing the Client’s products through the various portals. Fourteen days after the products are live on the web, the DSC will conduct a “health check” making sure that the products are working on the web as expected, are accurate and make sure the client has access to their dashboard.

Primary Responsibilities:
  • Establish a connection with the client at the point of sale and help the client through the fulfillment and go-live process of the client’s digital products. This position will be responsible for items surrounding the collection of assets for the client’s digital advertising.
  • Clearly set client expectations with regards to product definition and fulfillment processes and timelines.
  • Engage with the client on a pre-determined basis to address any client questions or concerns. Also, be able to answer any client-initiated questions specific to digital products.
  • Responsible for meeting defined KPIs as they relate to client satisfaction and retention including client contacts, outbound calls and emails.
  • Assist in the retention process when needed including the ability to offer waivers and escalation channels to get work completed quickly during the pre-live process.
  • Able to keep up on the changing product landscape of the company
  • Liaise with internal teams including Website Support, Search, Display, SEO, DNS, and WAVE.
  • Responsibility for bonus purposes is based on retention from the completion of the consultation to “go live +30 days”
Business Relationships:
This position will develop relationships first and foremost with the digital client. That relationship will be 1 on 1 and the DSC will be solely responsible for the client relationship during the pre-live process. The DSC will also develop relationships with other business process owners including Website Fulfillment/Change, DNS, Sales and Traffic.

Competencies/Critical Skills:
  • Able to maintain a list of active clients and engage appropriately
  • Must have excellent client service skills
  • Professional written and verbal communication
  • Ability to multi-task
  • Effective time management
  • Punctuality
  • Handle change in process or policy in a positive manner
  • Having an understanding of the sales process and be able to upsell clients
  • Deep knowledge of the company’s digital product offerings
  • Ability to work with various different client types
  • Goal-oriented focus
  • Willingness to learn new products and processes
  • Ability to analyze and interpret metrics around the client’s digital program
  • Working knowledge of website design, search, SEO principles
  • Ability to learn and work on various website, search, billing and client information platforms
  • Understanding of digital advertising fulfillment processes and timelines
  • Contributes positively to the environment and is a team player
Experience, Qualifications, Education:
  • High School Diploma or Equivalent (Required)
  • Bachelor's Degree preferred in the following disciplines: Business, Advertising/Marketing, Communications, or the equivalent experience.
  • 2 years’ sales or service experience working with a client base that has purchased digital advertising.
  • Previous experience working with websites, search, display, and SEO
  • Previous experience with face to face or over the phone client support
  • Proficiency in computer-based software including Microsoft products
  • Google Certification
 
Our Employees

We embrace and value diversity in everything we do. This melting pot of differing opinions, perspectives, cultures, and backgrounds energizes the company and fuels our passion to do what's right for our consumers, our clients, and our employees. It drives our entrepreneurial culture, generates new ideas throughout the organization and makes Hibu a better, smarter, rewarding company for those of us fortunate enough to work here.

For further information about Hibu, visit www.hibu.com

Together, we can take your career farther than you’ve ever imagined!

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Job ID: 69471

Posted 10 days ago

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