Client Success Manager

With general direction from a manager, the Client Success Manager, Incentives is responsible for driving strategy and execution of digital promotions on behalf of assigned CPG clients. In close coordination with a salesperson, the Client Success Manager works to meet and exceed client goals and revenue targets for digital promotions, while ensuring the client maintains a high level of satisfaction with the services and products that Inmar delivers.

The Client Success Manager, Incentives becomes a trusted, strategic advisor to the client, monitoring performance, making recommendations to optimize and refine their client’s digital promotions portfolio, creating internal benchmarks and expectations, and working collaboratively with internal teams to help build upon, refine and improve the digital promotions suite of solutions.

• (40%) Influence
  • Work closely with internal sales team on client digital promotions strategies, ongoing contract management, contract renewal and expansion opportunities
  • Develop recommendations and execute promotional programs that align with overall client KPIs and/or individual campaign goals
  • must be able to articulate and defend strategy
  • Create compelling client-ready assets to motivate and inspire stakeholders, focusing on the clear and concise communication of data-driven recommendations
  • Establish and develop trusted, long term relationships with assigned client(s)
  • Develop holistic view of clients’ business including in-depth knowledge of marketing plans, objectives, strategies, and challenges
  • Manage internal and external communications, garnering support and getting appropriate buy-in across teams
  • Work with multiple departments at Inmar and the client (e.g., Sales, Operations, IT, Promotion Analytics, Marketing, Reporting, Agencies, etc.) to execute digital campaigns, understand trends of the business, identify and seize new opportunities to grow revenue, and resolve any potential issues
• (35%) Strategic
  • Develop and monitor campaign metrics to support efficient assessment and optimization of digital promotions, making informed and timely recommendations to enhance performance against client KPIs
  • Deliver post-event analysis with holistic campaign recap and actionable insights and recommendations for future programs and opportunities
  • Maintain expertise on industry trends, technology, best practices, and regulations of relevance to digital promotions
  • Obtain “expert” level understanding of Inmar’s solutions, while thoroughly understanding clients’ strategic goals and objectives translate how Inmar’s solutions align with those objectives
  • Ensure the client understands the value of the services available and being received to ensure renewals with increased value to the company
• (25%) Operational
  • Maintain and utilize current sales materials, as well as ongoing updates to products, tactics, features, etc.
  • Manage status tracking of estimates/proposals, currently live offers, purchase order and billing information, and reporting
  • In consultation with sales, ensure accuracy of  entries/opportunities
  • In collaboration with cross-functional teams, support development and refinement of product and sales materials (i.e. case studies)

• Performs other duties as assigned
• Complies with all policies and standards

• Bachelors in business, marketing, communications or a related field required
• 5-8 years of related experience, including responsibility for account management; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed for this position required
• Experience in data-driven strategic planning and data sources and visualization tools
• Experience with position marketing or digital media, preferred
• Experience with CPG manufacturers or Retailers, a plus
• Demonstrated experience in expanding business relationships in a highly competitive environment; ability to sell across products and a variety of different solutions; ability to discern the solution that is best for the customer and the value range they are willing to pay
• Good decision making, knowing when to leverage additional…