Mark Connolly has a job you don’t see in every agency.
He’s the Specialist Works’ Client Success Director. He has no upselling or cross-selling targets but instead, he has an ‘access all areas pass’ – and a standing brief to keep clients happy.
Mark has agreed to take part in an Agency Hackers session where he’ll tell us about his role – so you can decide if it’s something your agency should implement.
There’s lots to talk about in this interview – but one interesting aspect is that Mark’s role allows the business to keep a close eye on how clients are feeling.
They have a robust ’triage’ process that’s activated when specific symptoms present, which we'll talk about.
The Specialist Works is an agency that’s gone all-in when it comes to client happiness, so we’re grateful to Mark for lifting the lid on his intriguing role.