Client Success Manager

5 - 7 years experience  •  Telecommunications.

Salary depends on experience
Posted on 03/16/18
Boca Raton, FL
5 - 7 years experience
Telecommunications.
Salary depends on experience
Posted on 03/16/18

Position Overview

The 3Cinteractive Client Success Manager (CSM) will report to the Director of Client Success and will serve as an extension of our client’s digital marketing teams to develop and execute value-driving mobile marketing programs. The CSM will work closely with clients, 3C Strategic Client Directors and Strategic Services teams to assist in the development of mobile marketing roadmaps and lead in the execution, measurement and optimization of client mobile marketing programs. By leveraging a passion for digital and mobile marketing, CSMs will be focused on bringing client roadmaps to life through campaign management including creating and delivering engaging mobile consumer experiences that use 3C’s industry expertise and technology capabilities. By developing a deep intimacy with our client’s business the CSM will also provide ongoing thought leadership and best practice recommendations on how to integrate 3C capabilities with client’s existing digital marketing mix and brand voice. The CSM will also work closely with clients and internal 3C teams on the measurement and optimization of client programs—making the CSM key in building long-lasting, data-driven relationships with clients to encourage new and repeat business opportunities.  

Position Responsibilities

  • Build and maintain strong, long-lasting relationships with key client contacts with focus on providing industry thought leadership and best practices
  • Assist with client onboarding and periodic training of 3C’s mobile technology platform
  • Work closely with clients, Strategic Client Directors and Strategic Services resources to assist in the development of mobile roadmaps that are aligned with client marketing plans
  • Create mobile campaign concepts and administer mobile campaigns consistent with client roadmap and client marketing plans including documenting mobile program tactics and customer experiences
  • Conduct regular, proactive reviews of client program performance, resulting in optimization and best practice recommendations that drive improved results for clients
  • Identify opportunities working with client’s and the 3C account team to integrate mobile marketing with existing digital client channels (SMS, Social, App, and Email) to help clients drive measurable outcomes
  • Communicate mobile industry compliance guidelines and best practices to clients and ensure adherence in all programs and campaigns
  • Serve as the point of contact for service and delivery items for clients and manage client expectations by communicating appropriately on program and initiative status
  • Initiate implementation tasks and perform oversight of implementation work ensuring deliverables are QA’s and up to client standards
  • Understand and communicate client's goals and perspectives as a client advocate to internal 3C teams
  • Maintain comprehensive knowledge of 3C’s products, services, and solutions to identify potential account opportunities for collaboration with Strategic Client Directors to achieve growth goals
  • Track key account and program success metrics including overseeing the production of regular client reporting dashboards and strategic business review data
  • Facilitate enterprise knowledge management by sharing client program and campaign results using collaboration tools and directly with other team members
  • Stay current on industry and vertical best practices for mobile marketing services, social media tactics that drive engagement, and overall mobile technology landscape
  • Audit competitive programs and provide recommendations to clients on identified area’s of differentiation and improvement
  • Delegate and manage work with 3C delivery teams across implementation, graphic design, reporting, and compliance 

Position Requirements

  • Bachelors degree in Marketing or Business with a focus on digital marketing, or equivalent
  • 5+ years experience in Mobile Marketing, Mobile Product Manager, Digital Marketing, Client Account Management, Client Success Management or related role
  • Demonstrated ability to support Fortune 500 clients with experience preferred in retail, hotel, travel and hospitality verticals
  • Digital marketing expertise with specific experience with mobile marketing technology
  • Experience working with brand marketing plans/calendars, brand voice and executing cross-channel campaigns
  • Ability to engage appropriate resources to troubleshoot technical issues and investigate issues in collaboration with engineering teams
  • Strong analytical, and critical thinking skills; understanding of business intelligence and data analytics a plus
  • Strong creativity and ideation skills including the ability to document customer engagement
  • Ability to thrive in a fast-paced, rapid change environment
  • Self-motivated with demonstrated ability to manage multiple initiatives simultaneously
  • Strong interpersonal skills, works well in a team environment, and plans and carries out responsibilities with minimal direction
  • Outstanding written and verbal communication skills
  • Strong client presentation development and delivery skills
  • Project management orientation and attention to detail required
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