Ex-Franchisee Customer Success Manager

This role requires direct experience as a current or former franchise owner (franchisee).

Currently hiring candidates located in:

Arizona, Florida, Idaho, Kansas, Michigan, Minnesota, Missouri, Nevada, North Carolina, Ohio, Oklahoma, Wisconsin, Illinois and Texas.

Job Description

Franchise Ramp is the premier "Facebook-First" Marketing Agency for Franchise Concepts. We were founded by two franchisees, Brian and Peter, who worked with countless agencies that didn’t get franchising and didn’t specialize in Facebook Ads - and had enough! They figured it out on their own and are now on a mission to bring these skills and capabilities to the leading franchise brands. We specialize in consumer service brands in the health, wellness and fitness industries.

We are looking for an organized, proactive self-starter with excellent communication skills to join our Franchisee Success Team. As a member of this team, your primary role will involve communicating directly with our customers, focusing on preparing for and conducting Zoom meetings. These meetings will involve reviewing performance, addressing challenges, and strategizing to maximize the value of their Facebook, Instagram, and Google advertising efforts. We require 3 years of customer success experience, with a strong preference for candidates with experience in Facebook Ads Manager or similar marketing roles (though it’s not mandatory).

Responsibilities:

Customer Success (90% of Time):

• Exceed customer expectations daily by being NICE and HELPFUL.
• Conduct monthly Zoom meetings with clients to discuss past results, lead conversions, upcoming campaigns, and problem-solving.
• Review client CRM data to analyze lead conversion rates and provide insights into their sales process.
• Spend an average of 5-6 hours per day in Zoom meetings with another 1-2 hours of emails.
• Identify and engage customers in upsell opportunities.
• Collaborate with the Account Management team to make campaign adjustments when performance metrics are not being met.

Other (10% of Time):

• Collaborate with the Success team to brainstorm and troubleshoot challenges.
• Perform admin tasks such as submitting billing changes to the billing team.
• Manage business settings in Facebook Ads Manager and review performance metrics.
• Stay current on digital marketing trends and explore new channels and strategies.

Note: While we have dedicated Ad Account Managers who handle most of the ad creation and implementation across our franchise clients, our Franchisee Success Managers are expected to have a solid understanding of the Meta and Google Ads platforms. This allows them to make minor adjustments and communicate our digital marketing strategy effectively to clients.

Qualifications:

• Minimum of 3 years in a client success role.
• Marketing experience, particularly within Meta Business Manager, is strongly preferred.
• Confident in screen sharing/presenting on Zoom calls, addressing and understanding feedback shared by clients, and offering solutions/recommendations to help solve.
• A passion for helping people and delivering value.
• Strong written and oral skills.
• Strong critical thinking and problem-solving abilities.
• Highly goal-oriented with a positive attitude and high energy.
• Capable of working independently with minimal supervision and thriving in a team environment.
• This is a fully remote position; effective time management is essential for success.
• Detail-oriented and committed to delivering high-quality work.
• Strong ethical standards and work ethic.
• Must align with our Core Values:
• Enthusiastically Serve
• Obsession with Excellence
• Figure It Out
• Continuous Growth
• Experience with G Suite, HubSpot, and AirTable.
• Experience in a digital marketing agency or franchising is a plus, but not required.

Salary 60-80k (Paid Holidays, 3 weeks PTO, Health and Dental Insurance)

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Application Question(s):

• This role requires direct experience as a current or former franchise owner (franchisee). Please include a short summary of your experience as a franchise owner.
• What brand were you a franchisee in?

Experience:

• Client Relationship : 3 years (Required)
• Marketing: 2 years (Required)
• Facebook Business Management: 2 years (Required)

Work Location: Remote