Job description for Account Manager (Client Success, Retention & Growth) at Search Synergy Bali
About Search Synergy
Search Synergy is the only healthcare digital marketing agency in Indonesia, partnering with clinics and hospitals to grow patient volumes through data-driven strategy, paid ads, social, SEO, web, and clear reporting.
The Role
Own client communication, onboarding, and retention end-to-end. You’ll be the day-to-day lead for a portfolio of healthcare clients, running weekly/daily check-ins, coaching clinic admins on patient communication, coordinating specialists, and delivering clear insights that tie marketing work to bookings and business outcomes. Hands-on execution in Meta Ads/social is helpful, but your core is client success and communication leadership.
Key Responsibilities Client Partnership & Communication
* Serve as primary contact for 6–12 accounts; lead weekly/bi-weekly check-ins and monthly reviews (QBRs).
* Maintain proactive, clear communication (WhatsApp/Slack/Email); meet response SLAs during business hours.
• Translate goals into simple plans, timelines, and next steps; keep scope/expectations aligned; escalate risks early.
Onboarding & Enablement
* Run kickoffs with agendas, data intake, tracking prerequisites, and owner assignments.
* Own onboarding checklists.
• Create & maintain simple client docs with Canva: roadmaps, FAQs, admin scripts, Presentations and SOP snippets.
Admin Training & Quality
* Train clinic admins on empathetic chat flows, qualifying questions, booking handoffs, and follow-ups.
• Review admin chats weekly; log wins/gaps; deliver coaching notes and quick-response templates.
Coordination & Light Execution
* Coordinate channel specialists (Google Ads/SEO/Web/Creatives) and keep all workstreams aligned.
* Oversee social calendars (briefs, captions, approvals, posting cadence) and light community direction.
• Support Meta Ads with briefs, QA, and basic optimizations; demonstrate willingness to learn Google Ads basics.
Analytics & Reporting
• Communicate the weekly reporting (created by our experts) to each client.
Retention & Growth
* Capture testimonials/case studies.
• Identify sensible upsell/cross-sell opportunities and coordinate scope.
Success Metrics (KPIs)
* Client Retention & Satisfaction
• Communication Rhythm: 100% on-time weekly check-ins & monthly reviews
Must-Have Qualifications
* 1–3+ years in a digital agency managing client accounts and relationships.
* Strong client communication in English & Bahasa Indonesia (written & verbal).
* Working knowledge of Meta Ads and social media management workflows.
* Comfortable with reading/understanding reporting & analytics.
* Highly organized: you live in checklists, agendas, timelines, and issue logs.
• Canva: creating presentations for clear client communications.
Nice-to-Have (Big Plus)
* Experience in healthcare marketing (clinics/hospitals) and compliance-aware messaging.
* Basic familiarity with Google Ads/Meta Ads/SEO (digital marketing fundamentals).
* Demonstrated success improving client retention.
• Light creative/copy briefing skills; CRM exposure (ClickUp or similar).
Tools You’ll Use
* Meta Ads Manager, Google Sheets/Docs/Slides.
* Canva
* Project comms in Click Up/WhatsApp; tasking in Notion (or similar).
• Airtable
How You Work
* Client-first communicator: empathetic, calm under pressure, crisp in next steps.
* Ownership mindset: you spot issues early and propose solutions.
• Actionable reporting: you communicate our data into clear decisions for busy healthcare owners.
What We Offer
* Growth path to Senior AM/Client Success Manager based on measurable outcomes.
* Exposure to high-quality healthcare brands and multi-channel projects.
• A supportive, high-standards team that values clarity, speed, and results.
How to Apply
Please follow these application instructions carefully. Applications that do not follow this exact format will not be reviewed.
1. Send your CV
3. Include a 2–3 sentence brief summary explaining why you match this role.
4. Mandatory Requirement: Include a link to a 30-to-60-second video introduction (via Loom, Google Drive, or YouTube link) or attach a brief WhatsApp audio clip in English. Briefly introduce yourself and share one specific instance where your proactive communication directly prevented a client from churning or dropping a campaign.
