Social Media Customer Success Manager, Regulated

4 months ago

Vancouver, Canada icuc Full time

Company Description

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.

**Job Description**:
As an ICUC Regulated 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 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.

**ICUC Responsibilities**:

- Account management experience with responsibility for major brands and/or Fortune 1000 pharmaceutical, healthcare, and other brands within the regulated industry, 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 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
- Be responsible for overseeing and guiding clients through any updates concerning Pharmaceutical social media regulations
- 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, & enterprise client experience
- 3+ years Account Management Experience; 1+ years with Regulated/Healthcare clients
- Pharmaceutical client experience is a must and you should have a proven 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 in social media management, strategy, and Adverse Event reporting, in addition to experience with Sprinklr, Khoros, and Sprout is preferred.
- Excellent written & verbal communication skills with engaging presentation skills.
- Strong organizational abilities and time management skills with the ability to plan, prioritize, monitor, & respond to changes quickly in a fast paced, entrepreneurial environment.
- Must possess proficient collaborative skills.
- Must be able to problem-solve effectively
- 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
- Must possess proficiency with MS PowerPoint and MS Teams.

Additional Information

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