Customer Success Manager (Regulated)

Job Description:

ICUC is the global leader in Social Media solutions for over 15 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: 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. 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 Canada.Recruitment@dentsu.com or to begin a conversation about your individual accessibility needs throughout the hiring process.

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