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#AH – Should You Have a 'Client Success' Director?
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.

Oct 23, 2020 11:00 AM in London

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