About RS Gonzales

RS Gonzales is a niche digital marketing agency for HVAC contractors. We provide a full suite of marketing services for small, local HVAC businesses. The services we provide include website design and maintenance, paid ads, social media marketing, SEO, email marketing, copywriting, reputation management, and graphic design. We also implement and maintain GoHighLevel for our clients, who use it for tracking leads, monitoring ad and email marketing campaigns, billing and invoicing, and automating nurture campaigns and outreach.

The majority of our clients have less than $3 million in revenue and 10 employees, which means they value us as an all-in-one growth partner for their business, and look to us for support on sales, marketing, technology and operations.

Position Overview:

As an Account Manager, you are the vital bridge between our agency and the client. As the main POC and face of the agency for our client, you build a strong interpersonal relationship with them, track the success of their campaigns, educate them on our systems and GoHighLevel, and connect them with relevant subject matter experts as applicable.

This role is critical to client retention and requires a confident, accurate, and proactive approach. You are educator, mentor, cheerleader and IT support all rolled into one!

Role Expectations

• Client Communication: Enhance client relationships by proactively monitoring and communicating results. Actively listen, identify and implement solutions to client pain points. Be understanding, emphatic and approachable to build strong relationships. Great communication can overcome most issues (communication > results).
• Client Results: Continuously monitor client results and proactively identify and resolve issues related to them. This will include initiating conversations with subject matter experts (e.g. paid ads, SEO or website team) to understand what they are implementing so you can clearly communicate our solutions back to the client.
• GHL User Adoption and Troubleshooting: Ensure clients are trained on GoHighLevel and use it as their sales and marketing dashboard. Provide ongoing training for new staff or to help company owners gain a progressively deeper grasp of GHL. Troubleshoot issues that may arise, include disconnected accounts or automations that aren’t working correctly.
• Capacity Management: Measure and budget your capacity. Monitor and manage your time to anticipate bandwidth challenges proactively.
• Deadline Setting and Communication: Based on the Fulfillment Team’s bandwidth, establish realistic deadlines, and follow-up consistently to ensure a high degree of accuracy. If a deadline cannot be met, communicate proactively with your account to manage client satisfaction effectively.
• Quality Control: Prioritize quality control above all else. Understand each client's unique requirements to ensure their expectations are met or exceeded. This requires maintaining attention to detail, even under pressure.
• Internal Communication: Maintain clear, prompt, and concise communication with internal team members, agency partners, or third-party vendors via Teams, ****email, ClickUp, and phone. Keep all stakeholders, including the Fulfillment Team, and Clients, proactively informed at all times.
• Continuing Education: Proactively enhance your knowledge of digital marketing strategies, such as SEO, paid ads, graphic design or website development, as well as your understanding of the HVAC industry. While you are not expected to be an expert in these matters, your ability to educate our clients and support their own business growth will be enhanced by your knowledge of their industry and our services.
• Support: Provide direct support to the Fulfillment Team as needed, including executing fulfillment tasks outside of this Job Description and our SOPs (standard operating procedures) to meet deadlines and ensure positive client outcomes.

Key Responsibilities

Daily:

• Support client inquiries promptly, with a maximum response time of 2 hours. Utilize phone, email, GHL text, Loom, and scheduled calls/Teams meetings.