Client Success Manager

dentsu; United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

RRSP

Paid time off

Job summary

ICUC, a global leader in social media solutions, seeks a Client Success Manager to drive best-in-class account management. You will retain and grow client relationships by identifying ICUC products and services to meet goals, while collaborating with revenue and operations teams in a dynamic virtual environment.

You will work with major brands on projects spanning moderation, engagement, insights, and creative strategies, applying strong project management and budgeting skills to deliver value.

Qualifications

• Minimum 3 years in social media management, ideally in an agency handling enterprise clients.
• Proven experience managing organic social media campaigns.
• Knowledge of paid social strategies is a plus.
• Familiarity with social media management tools and reporting.
• Excellent communication and presentation skills.

Responsibilities

• Manage top-tier client accounts and act as primary liaison with senior stakeholders.
• Grow account value and drive long-term retention.
• Lead regular reviews, status updates and presentations on ICUC products.
• Advise clients on social media strategy with Strategy & Insights teams.
• Coordinate setup and execution of social media projects and proposals.

Skills

Social media management

Enterprise client experience

Paid social strategy

Strong communication

Project management

Tools

Sprinklr

Khoros

Sprout

Job description

Job Description

ICUC is the global leader in Social Media solutions for over 20 years. To date, the ICUC team consists of over 350 people, in over 35 countries, covering 50 languages around the clock. In an environment where the only constant is change, we create common ground between brands and audiences across communities and social media. Fueled by a unique culture built in and around meritocracy, we bring the passion, the know-how and the balance necessary to maintain the charted course we set for ourselves: to be the best, we employ the best. Are you ready to be part of the ICUC team?

Position overview

In the role of Client Success Manager, in Client Success, you will be 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.

Responsibilities

• Account management with 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 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.
• Support in the set-up and implementation of social media projects as required.
• Keep Salesforce Opps and Projects up to date and work 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 offering.

KPIs

• Stay within the retention target set at the start of every year
• Support the growth department in hitting the upsell targets for the year
• Maintain high client satisfaction through NPS surveys
• Stay within allowable cost efficiency targets for all client accounts

The ideal candidate will have

• At least 3 years of experience in social media management, ideally within an agency setting and working with enterprise clients, showcasing a comprehensive understanding of the social media landscape and client management.
• Proficient knowledge and hands-on experience in managing organic social media.
• Additional expertise in paid social media strategies will be highly regarded.
• Familiarity with community management, strategic planning, and reporting, with a preference for candidates who have experience with platforms such as Sprinklr, Khoros, and Sprout.
• Exceptional communication skills, both written and verbal, complemented by engaging presentation abilities, capable of clearly conveying concepts and strategies to diverse audiences.
• Strong organizational and time management skills, with a proven ability to adapt quickly to changes in a dynamic, fast-paced environment, ensuring priorities are met efficiently.
• Excellent collaboration skills, demonstrating the ability to work effectively with teams across different departments and stakeholders to achieve common goals.
• Adept at problem-solving, with the capacity to address challenges creatively and effectively, ensuring solutions align with business objectives.
• Up-to-date with current social media trends, possessing a deep understanding of the industry's dynamics, challenges, and opportunities.
• Proficiency in Microsoft PowerPoint and Microsoft Teams, showcasing the ability to create compelling presentations and collaborate effectively with team members.
• A background in Social, Marketing, Public Relations, Communications, Public Affairs, or a related field is preferred. However, equivalent experience in related areas will also be considered.
• Willingness and ability to travel for onsite client visits as required, with valid travel documents.

Additional Requirements

• Willingness to undergo a Criminal Record Check as part of the pre-employment screening process.
• The ability to utilize a desktop computer or laptop that meets minimum system requirements, ensuring efficiency in remote work environments.
• Access to high-speed internet, with a minimum speed of 30 mb/s, to support work activities and online collaboration.
• Adequate headset/mic and webcam, facilitating clear and effective communication in virtual meetings and presentations.
• Fluency in English, with the ability to speak and write clearly and persuasively.
• Proficiency in additional languages is considered an asset, reflecting the global nature of the role.

Additional information

Vacancy: Is this posting for the purposes of filling an existing vacancy? Yes The salary range for this position is $70K-$80K. 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.

AI Disclosure

[dentsu] utilizes artificial intelligence tools as part of its recruitment process, as during the sourcing and screening stages. All other parts of the dentsu application and hiring processes do not utilize artificial intelligence tools.

Diversity & Inclusion

We know through experience that different ideas, perspectives and backgrounds foster a stronger and more creative work environment that delivers better business results. We strive to create workplaces that reflect the clients we serve and where everyone feels empowered to bring their full, authentic selves to work. We are committed to working with our candidates from all ability levels throughout the recruitment process to ensure that they have what they need to be at their best. If you need accommodation during the application or interview process, please contact [e-mail] or to begin a conversation about your individual accessibility needs throughout the hiring process.

Location

Ontario - Remote

Brand

Icuc

Time Type

Full time

Contract Type

Permanent

About dentsu

For over 120 years, innovation has been a core tenet of our offering - exploring new ways to reach, engage and nurture relationships with audiences. Together we drive a multiplier effect for clients at a global scale, through the development of Integrated Growth Solutions that are underpinned by our promise to clients: innovating to impact. Be a force for good. Sustainability is a vital part of our business and an important area of focus for our clients. We're leading the way - helping to build a more sustainable planet. Dream loud. In this moment of transformation, we need our people to be fearless, embracing change and ambiguity, driven by the love for their work and excitement for the future. Team without limits. We create opportunities for connection and collaboration between our colleagues and clients, building a sense of belonging and having some fun along the way. Find out more about us Who we are Our Social Impact Our work