Social Media Client Success Manager

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

Job summary

ICUC is seeking a Client Success Manager to lead enterprise account management, ensuring clients achieve goals and retain growth. You will collaborate with revenue and operations teams to deliver strategic social media solutions, from moderation to engagement and insights, in a fast-paced virtual environment.

The role demands strong project management, budgeting skills, and a service-oriented mindset. You will work with senior stakeholders across brands and agencies to maximize value and client

Qualifications

• At least 3 years of experience in social media management, ideally within an agency setting and working with enterprise clients.
• Proficient knowledge and hands-on experience in managing organic social media; paid social experience is a plus.
• Familiarity with community management, strategic planning, and reporting, with experience using Sprinklr, Khoros, and Sprout.

Responsibilities

• Account management for major brands and/or Fortune 1000 companies as a primary client contact.
• Grow the value and long-term value of assigned accounts.
• Deliver regular client reviews, status meetings and presentations, and keep clients updated on ICUC products and services.
• Advise clients on social media strategy by working with 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.
• Partner with other client agencies—media, creative, PR, etc.
• Contribute to new business pitches.
• Work with senior management to shape ICUC’s strategic offering.

Skills

Social media mgmt

Enterprise clients

Client relationship mgmt

Strategic planning

Presentation skills

Cross-team collaboration

Industry trends knowledge

Travel readiness

Education

Social/Marketing/PR background

Tools

PowerPoint

Teams

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 is $70k-$80k USD. Actual hourly pay within the hourly range will be based on a variety of factors including location, relevant experience, knowledge, and skills.

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.

At dentsu, we believe great work happens when we’re connected. Our way of working combines flexibility with in-person collaboration to spark ideas and strengthen our teams. Employees who live within a commutable distance of one of our hub offices, currently located in Chicago, metro Detroit, Los Angeles, and New York City, are required and expected to work from the office three days per week (two days per week for employees based in Los Angeles). Dentsu may designate other Hub offices at any time. Those who live outside a commutable range may be designated as remote, depending on the role and business needs. Regardless of your work location, we expect our employees to be flexible to meet the needs of our Company and clients, which may include attendance in an office.

Dentsu is committed to providing equal employment opportunities to all applicants and employees. We do this without regard to race, color, national origin, sex , sexual orientation, gender identity, age, pregnancy, childbirth or related medical conditions, ancestry, physical or mental disability, marital status, political affiliation, religious practices and observances, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law.

Dentsu is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with us, please send an e-mail to [e-mail] clicking on the link to let usknow the nature of your accommodation request and your contact information. We are here to support you.

Location

USA - Remote - Colorado

Brand

Icuc

Time Type

Full time

Contract Type

Permanent