Client Success Manager

1 week ago

Toronto, Ontario, Canada icuc Full time

Company Description ICUC** is a team of creatives, strategists, content creators and social media managers working directly with brands to deliver first-class, social media expertise, helping our clients to bring their brand stories to life.


In the role of a Client Success Manager, Regulated, you will be responsible for being 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 skills. We value entrepreneurial thinking, and the pace of our business requires a focused 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 with global pharmaceutical and healthcare companies, operating as the primary client contact and working with senior client stakeholders.

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 experience with responsibility for major brands and/or Fortune 1000 companies, operating as a primary client contact and working with senior client stakeholders
  • Advising clients on social media strategy in regard to digital healthcare standards
  • Grow the value and long term value of your assigned accounts
  • Deliver regular client quarterly reviews, status meetings and presentations while also keeping clients uptodate on new ICUC products and services.
  • Advising clients on social media strategy by working with ICUC's Strategy and Insights teams
  • Work closely to ensure our quality of service meets ICUC standards for our accounts
  • Be responsible for overseeing and guiding clients through any updates concerning Pharmaceutical social media regulations
  • Support in the setup and implementation of social media projects as required
  • Keep Salesforce Opps and Projects up to date and work with others 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 ICUC's strategic offer

Qualifications

  • 35 years Account Management experience; preferably 12 years with regulated clients
  • Pharmaceutical client experience is a must and you should have a strong grasp of this industry
  • Proficient experience and knowledge working in organic social media is required. Additional experience with paid social is considered beneficial
  • Experience with community management, strategy, and reporting, including experience with Sprinklr, Khoros, and Sprout is preferred
  • Excellent written & verbal communication skills with engaging presentation skills
  • Workable understanding of regulated organizations for advertising and digital promotion
  • Awareness of current social media trends and thorough understanding of pharmaceuticals and healthcare industry business trends to advocate best practices
  • Some travel may be required for onsite client visits (valid passport or travel documents are required)
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