Client Success Manager

5 months ago

Vancouver, Canada Merkle Full time

**Advertising**:
**Remote | Vancouver, BC**

**About the job**:
As an ICUC Client Success Manager (CSM), you are 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.
- Account management and 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 quarterly 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 ICUC’s Strategy and Insights teams
- Work closely to ensure our quality of service meets ICUC standards for our accounts
- Support in the set-up 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**:

- 3 years of social media, agency, and enterprise client experience, inclusive of diverse industries and clients.
- 3+ years of Account Management Experience, working with clients from various backgrounds.
- Proficient experience and knowledge working in organic social media is required. Additional experience with paid social is considered beneficial.
- Experience in social media management, strategy, and familiarity with inclusive platforms such as Sprinklr, Khoros, and Sprout is preferred.
- Proficiency with MS PowerPoint, MS Teams, and other inclusive communication tools.
- Excellent written and verbal communication skills with engaging presentation abilities, promoting inclusivity and accessibility.
- Strong organizational abilities and time management skills with the ability to plan, prioritize, monitor, and adapt to changes quickly in a fast-paced, inclusive, and entrepreneurial environment.
- Must possess proficient collaborative skills, working effectively with diverse teams and stakeholders.
- Must be able to problem-solve effectively and inclusively.
- Awareness of current social media trends and a thorough understanding of industry business trends to advocate inclusive best practices.

**Additional Information**:
The salary range for this position is $75,000 - $80,000. Actual salary within the salary range will be based on a variety of factors including relevant experience, knowledge, and skills. A range of medical, dental, RRSP, paid time off, and/or other benefits also are available to all permanent employees.

LI-ME1

**About the Company**:
We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all. ICUC is an agency of dentsu.

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