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Driving Client Success, by Ashlee Bross


A marketing agency like Seafoam is filled with many different components that must all work in tandem to keep our mast pointed north. On one side of the ship, we have the creative marketing team. These individuals are entrusted with strategizing our clients’ marketing endeavors and creating the assets required to set these strategies into motion.
On the other side of the ship, we have the project management team. This group ensures that the strategies put into place by the creative marketing team stay on course and satisfies our clients’ goals. Without this group, a strong line of communication between Seafoam’s efforts and our clients’ needs simply could not exist. One such critical cog in this client management machine is Ashlee Bross.
We sat down with Ashlee to get a deeper understanding of how her hard work and diligence drive client success. This is what she had to say...

Q&A with Ashlee Bross

What is your job role at Seafoam Media?

I am the Client Success Manager here at Seafoam Media, and I serve as the main liaison between our team and our clients. It’s my job to receive all of our clients’ requests; then I bring these requests to our team so that I can make sure that each of our clients’ needs are being met and their goals are being accomplished. I also keep our clients in the loop regarding the day-to-day projects that our team is doing for them.

Why is client success management important to Seafoam’s structure, as well as the marketing industry as a whole?

Client success management is important to Seafoam because without someone present to listen to our clients and see everything from their point of view, the team may not be fully attuned to what their goals should be.

As for marketing as a whole, this role is about building lasting partnerships with brands that want to lead; communication is key to cultivating and maintaining any kind of relationship.

What do you do to personally ensure that Seafoam’s clients’ needs are being met?

I make sure to keep a consistent line of communication open with our clients. I check in with them – even if I haven’t heard from them in a while – to make sure they don’t feel ignored. On top of that, I try to ensure that each of their needs are being addressed with the team. Finally, I have an internal system for how my inbox is organized to make sure no clients are getting left behind.

Has your role evolved since you’ve been with Seafoam Media? If so, how?

Of course it has! I started off by taking one client at a time; now I’m mostly running the client communications side of Seafoam. I think that how my role has evolved more than anything, though, is in the way I’ve really gotten to know each of our clients on a personal level, as well as having a better understanding of their individual marketing strategies that the team puts together – which, of course, helps us determine how we can get our clients to the next level and how they can be happier with us as their marketing partner.

Are there any unique qualities about your role as it pertains to Seafoam's marketing strategy that you'd like to share?

I think I have an extremely unique perspective at Seafoam, because I touch almost everything our team is working on; I have to have a big-picture view of our team’s projects and how they’re progressing. At the same time, I also have to have an understanding of what’s going on with our clients, such as their day-to-day activities, special promotions, new products or services, and things of that nature.

Are there any lessons you learned so far that will make you better at your job as time goes on?

Absolutely! I’ve been working on developing my own process to streamline the communications between our clients, our team and myself; customizing my inboxes is one way I’m moving toward this new structure. Almost every day, I’m finding better ways to tighten up this process. It’s all about organization!

Not to mention, every single problem I tackle with a client is an opportunity for us to improve; I’m always looking for ways to make our team better. Growth is a constant learning process, and that will continue, since every new client we bring on has their own unique goals and needs.

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