Client Success Manager at Iconic Collective

About the job

About the Role:

The Customer Success Manager is the day-to-day operational lead for customer deliverables. They take ownership of all delivery details associated with their assigned customers and are the expert in their customer’s business. The CSM coordinates all activities associated with delivering against client objectives/requirements.

Responsibilities:

• Customer Management - Understand the customer’s requirements and operating cadence, key milestones and business objectives and deliver within those guidelines.

• Serve as an expert on the agency’s service offering.

• Project Management - Determine critical inputs required to support the customer’s needs and monitor each to ensure they have been received and are serviced.

• Workflow management - As part of the project management responsibilities associated with customer delivery, maintain status of all tasks and objectives in the workflow system (Workbook) for full project visibility.

• Documentation - Primary owner for documenting, updating and maintaining all customer records as the customer’s requirements change and our services evolve.

About you:

• You are not just comfortable with advertising - you embrace it as a means to efficiency and understand its importance as a standard operating procedure.

• You take pride in being a top performer and a subject matter expert.

• You’re comfortable with what you know and what you don’t and you’re able to articulate it well, both 1:1 and in a group.

Skills:

• Strong analytical skills

• Demonstrated proficiency with Excel and PowerPoint

• Adept at communicating verbally and in writing

• Strong time management - the ability to manage multiple, competing priorities

• Minimum 5 Years’ experience in agency and client facing.