CUSTOMER SUCCESS MANAGER

Norfolk, CT / Chicago, IL / Los Angeles, CA / Scottsdale, AZ / Southfield, MI

THE OPPORTUNITY

Our client is the industry leader in incentivized digital engagements and the talented team behind many of the promotions, rebates, and loyalty programs that you likely participate in. Clients consist of Fortune 100 and Fortune 500 brands, promotional agencies, ad agencies, and digital shops.  


The Customer Success Manager is a key point -of-contact for customers, advocating for their interests and giving voice to their feedback. In this role, you will review and assess customers' progress and offer recommendations based on results. Ensure highest customer satisfaction and return on investment while enhancing customer experience. Define business objectives for the customer and develop a strategic direction for success. 


This role collaborates with all departments of the organization; working with members of Legal, Project Management, Customer Support, and Fulfillment Teams to provide integrated, high-touch service to clients. In this key account support role you will gain knowledge of the company’s products and solutions and will have the opportunity to observe business development professionals and contribute to client reports and presentations.

Responsibilities Will Include:

  • Sustain business growth and profitability by maximizing value for assigned client portfolio

  • Successfully facilitate and manage new client onboarding processes

  • Develop customer satisfaction goals and coordinate with the team to meet and exceed them on a regular basis

  • Responsible for working collaboratively with cross functional teams on new projects and mediate between the client and company

  • Participate in new business activities including scoping calls, generating quotes, ideation, and proposal development and delivery

  • Create effective customer specific procedures, policies and standards

  • Assemble and provide Quarterly Business Reviews to our clients including any promotion specific summaries, insights, and recommendations

WHO YOU ARE

An ideal candidate will be experienced in account service, self-motivated, client service driven, with a desire to be challenged.

 

Job Specifications and Competencies:

  • Bachelor’s Degree preferred, 5 or more years of strategic account/customer support leading to the retention and growth of key account

  • Experience in marketing, client services, or strategy is highly preferred; promotions experience is a plus

  • Hands-on client experience is a plus

  • Proven track record of driving/impacting revenue

  • Excellent organization, communication, and follow-up skills

  • Excellent interpersonal, writing, grammatical and proofing skills

  • Strong analytical skills

  • Ability to handle multiple projects, relationships, and tasks simultaneously

  • Extreme attention to detail

  • Proficient in MS Word, MS PowerPoint, and MS Excel

  • Excellent client management, expectation management, negotiation, and conflict resolution skills

  • Background in interactive digital marketing with experience in web-related production is strongly preferred

THE GOOD STUFF

Target salary: up to $65k

 

Benefits:

  • Unlimited PTO

  • Medical, Dental, and Vision insurance

  • Flexible Spending Accounts (FSA) 

  • Employer paid Life and Short-term disability Insurance

  • 401(k) w/ MATCH! And Roth savings options

  • Paid holidays

 

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