Job details

Client Success Manager

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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.

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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Location:

USA - Remote - Alabama

Brand:

Icuc

Time Type:

Full time

Contract Type:

Permanent

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 ApplicantAccommodations@dentsu.com by clicking on the link to let us  know the nature of your accommodation request and your contact information. We are here to support you. 

Average salary estimate

$75000 / YEARLY (est.)

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$70000K

$80000K

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What You Should Know About Client Success Manager, Dentsu

Are you ready to take your career to new heights as a Client Success Manager at ICUC? We are the global leader in Social Media solutions with over 15 years of experience, and we’re looking for someone like you to join our dynamic team full of passionate professionals from more than 35 countries. In this remote position based in Alabama, you'll play a crucial role in managing our clients’ accounts and ensuring they leverage our offerings for their growth. Your focus will be on retaining existing clients and expanding their business with ICUC’s unique products and services. You'll be the primary contact for major brands, guiding them through their journey with our team while establishing solid working relationships with senior stakeholders. By conducting regular reviews and delivering engaging presentations, you will keep them updated on our latest innovations and tailor social media strategies to meet their specific needs. Your entrepreneurial spirit will shine as you collaborate with diverse agencies and contribute to new business pitches. With 3+ years of experience in social media management, you'll bring your project management skills and strategic insights into play. We’re excited for you to help us maintain high client satisfaction while achieving growth targets. If you're a self-starter with excellent communication and organization skills, ready to make a significant impact in a company that values diversity and creativity, then ICUC is the place for you!

Frequently Asked Questions (FAQs) for Client Success Manager Role at Dentsu

What are the key responsibilities of a Client Success Manager at ICUC?

As a Client Success Manager at ICUC, your primary responsibilities include managing major brand accounts, growing client relationships, delivering regular client updates, advising on social media strategies, and overseeing the successful implementation of various social media projects. You'll work closely with internal teams and senior management to enhance ICUC’s strategic offerings while maintaining high client satisfaction.