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Job Category:

Business Development, Social Media, Client Services, Marketing


Pay:

TBD

Overview

Reporting to a Director or Vice President of Client Services, a Manager, Client Services is responsible for delivering social media implementations for one or multiple accounts that include engagement, moderation, and/or customer support services. The Manager leads a team of hourly employees providing a spectrum of such services, including training for and quality management of their delivery.

Primary responsibilities include, but are not limited to:

* Direct client account management

* Supervisory responsibilities over remote, non-exempt employees, including:

– Working directly with clients to develop standards and guidelines

– Creating regular client reports

– Preparing and participating in quarterly client reviews

– Meeting regularly with clients, both remotely and on site

– Training engagement and support agents/moderators and creating process documents

– Serving as a mentor for the hourly engagement and moderation staff

– Performing quality assurance on services delivered by the hourly team.

Required skills and traits

* Minimum 3-5 years managing social media programs, especially those involving engagement and/or customer support

* Excellent people skills

* Ability to embrace change, be a team player, and enjoy developing creative solutions

* Ability to balance the needs of the client while supporting the staff to successfully achieve the client’s business
and social media or customer support goals

* Excellent communication, presentation, and listening skills

* Ability to understand and interpret brand objectives from disparate sources, contribute to a social media program strategy, run its implementation, and provide meaningful insight into results

* Maintain knowledge of social media marketing tools and best practices

* Demonstrated personal or professional success engaging in a social channel

* Understanding of quantitative and qualitative performance metrics and insights

* Customer-service oriented (internal and external)

* The ability to manage large volumes of details and organize it.

* Proven project management experience with ability to manage multiple simultaneous projects, cross-functional stakeholders and remote teams

* Project manager that is detailed focus with excellent multi-tasking skills

* Works well under pressure

* Passion for social media marketing, tools, concepts and emerging platforms; active social media user

* Excel, Power Point and Word familiarity required

* This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective

Recommended education and experience

* Minimum 3 years’ experience as a social media practitioner, including customer service and/or moderation team management experience

* Bachelor’s degree or equivalent experience required

* Ability to travel required

* Healthcare experience a bonus

* Call Center (Contact Center) experience a bonus

How to Apply:

* Email your cover letter and resume to: careers@liveworld.com. Please enter the job title “ Manager, Client Services HC” in the Subject line.

Who we are:

LiveWorld solutions empower the largest companies in the world to deliver social customer experiences that deepen relationships, enabling companies to maximize the potential of social media and online communities. For over 20 years, LiveWorld has delivered moderation, engagement, customer service, and insight, enabling brands to manage social media and online community programs at scale. LiveWorld clients include the #1 brands in consumer packaged goods, retail, pharmaceutical, financial, and travel services. LiveWorld is headquartered in San Jose, California, with offices in New York City and Austin. Learn more at http://www.liveworld.com

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