Client Success Manager

Registria
Published
April 27, 2017
Location
Job Type
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Description

Position Purpose:

The Client Success Manager (CSM) will be responsible for the day to day account relationship and project management for a set of assigned clients. The CSM will provide leadership and evolution of the strategy, execution of client deliverables, and strong project management skills with a SaaS, digital marketing or CRM background. He/she will also oversee marketing programs - including but not limited to, email campaigns, landing pages, support sites, and promotions - to maximize client business and marketing objectives.  This is not a sales position.

Essential Duties

Building Client Relationships

  • Day to day interaction for the respective client(s); able to build strong client relationships.
  • Responsible for day to day operational deliverables.
  • Accountable for each assigned marketing project and each phase of the process: strategy, planning, optimization, measurement analysis and ROI.
  • Partner with Account Directors to meet or exceed revenue goals by listening to client needs, gathering requirements, scoping projects and assisting with up-sell/cross-sell for existing accounts.
  • Manage third-party vendors and contractors and evaluate new opportunities for the client on an ongoing basis.
  • Some travel required.

Managing Projects

  • Ability to gather and document client requirements and translate into technical specifications.
  • Works directly with the creative team, development team and account team to ensure that each project is on strategy, on time and within budget.
  • Good understanding of performance metrics, KPIs and able to provide recommendations for program enhancements.
  • Perform other duties as assigned.

Required Knowledge/Skills/Attributes

  • Knowledge of Email Service Providers (IBM Marketing Cloud) and CRM (Campaign).
  • Knowledge of invoicing and billing accounts.
  • Strong project management skills and ability to define requirements, develop project plans, manage project deadlines and report on post project success and gap analysis.
  • Strong problem solving and analytical/technical skills.
  • Ability to manage multiple tasks and projects, set priorities and deliver results.
  • Ability to perform under pressure and meet deadlines.
  • Exemplary communication skills (persuasive written, compelling oral).
  • Flexible and resourceful.
  • Strong knowledge of Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.

Education

Bachelor’s degree (or equivalent combination of education and experience required)

Experience

  • 5+ years’ experience with client relationship management
  • 3+ years’ experience in project management
  • Experience with SaaS products
  • Knowledge with project management tool is preferred

Seniority Level

Mid-Senior level

Industry

Marketing and Advertising 

Employment Type

Full-time

Job Functions

Project Management

Marketing

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