Client Success Manager
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description:
ICUC is the global leader in Social Media solutions for over 20 years. To date the ICUC team consists of over 350 people in over 35 countries covering 50 languages around the an environment where the only constant is change we create common ground between brands and audiences across communities and social media. Fueled by a unique culture built in and around meritocracy we bring the passion the know-how and the balance necessary to maintain the charted course we set for ourselves: to be the best we employ the best. Are you ready to be part of the ICUC team
Were always looking for talented individuals to join our team. This is an open opportunity for future rolesapply anytime.
Position overview:
In the role of Client Success Manager in Client Success you will be at the front line delivering best-in-class account management to ensure our clients achieve their goals. Your mission is to retain and grow their business by identifying and implementing the ICUC products and services that will help them recognize value and meet their goals. You will work closely with the people on the revenue and operations teams in addition to your director to grow and retain your accounts.
The role requires you to be a confident self-starter with strong project management and budgeting skills. We value entrepreneurial thinking and the pace of our business requires a focused get-on-with-it attitude. You must bring an enthusiastic business ethic a service-oriented ethos and be a team player who can work independently and collectively in a unique virtual environment.
You will work across a diverse set of accounts including full-scale long-term projects for global brands. These encompass a range of services from pure moderation work with a focus on safety and brand protection to full implementation of engagement insights and creative strategies. You will be working with sophisticated clients so you will need to be a strategic thinker whose knowledge of social media and digital technology trends will be at the heart of your ability to respond creatively to client briefs ensuring ICUC is their go-to expert.
Responsibilities:
Account management with responsibility for major brands and/or Fortune 1000 companies operating as a primary client contact and working with senior client stakeholders.
Grow the value and long-term value of your assigned accounts.
Deliver regular client reviews status meetings and presentations while also keeping clients up to date on new ICUC products and services.
Advising clients on social media strategy by working with ICUCs Strategy and Insights teams.
Support in the set-up and implementation of social media projects as required.
Keep Salesforce Opps and Projects up to date and work on proposals and SOWs.
Work in partnership with other client agencies media creative PR etc.
Contribute to new business pitches.
Work with senior management to shape ICUCs strategic offering.
KPIs
Stay within the retention target set at the start of every year
Support the growth department in hitting the upsell targets for the year
Maintain high client satisfaction through NPS surveys
Stay within allowable cost efficiency targets for all client accounts
The ideal candidate will have:
At least 3 years of experience in social media management ideally within an agency setting and working with enterprise clients showcasing a comprehensive understanding of the social media landscape and client management.
Proficient knowledge and hands-on experience in managing organic social media. Additional expertise in paid social media strategies will be highly regarded.
Familiarity with community management strategic planning and reporting with a preference for candidates who have experience with platforms such as Sprinklr Khoros and Sprout.
Exceptional communication skills both written and verbal complemented by engaging presentation abilities capable of clearly conveying concepts and strategies to diverse audiences.
Strong organizational and time management skills with a proven ability to adapt quickly to changes in a dynamic fast-paced environment ensuring priorities are met efficiently.
Excellent collaboration skills demonstrating the ability to work effectively with teams across different departments and stakeholders to achieve common goals.
Adept at problem-solving with the capacity to address challenges creatively and effectively ensuring solutions align with business objectives.
Up-to-date with current social media trends possessing a deep understanding of the industrys dynamics challenges and opportunities.
Proficiency in Microsoft PowerPoint and Microsoft Teams showcasing the ability to create compelling presentations and collaborate effectively with team members.
A background in Social Marketing Public Relations Communications Public Affairs or a related field is preferred. However equivalent experience in related areas will also be considered.
Willingness and ability to travel for onsite client visits as required with valid travel documents.
Additional Requirements:
Willingness to undergo a Criminal Record Check as part of the pre-employment screening process.
The ability to utilize a desktop computer or laptop that meets minimum system requirements ensuring efficiency in remote work environments.
Access to high-speed internet with a minimum speed of 30 mb/s to support work activities and online collaboration.
Adequate headset/mic and webcam facilitating clear and effective communication in virtual meetings and presentations.
Fluency in English with the ability to speak and write clearly and persuasively. Proficiency in additional languages is considered an asset reflecting the global nature of the role.
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Location:
Ontario RemoteBrand:
IcucTime Type:
Full timeContract Type:
PermanentRequired Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
