Social Media Client Success Manager

Summary

ICUC, a global social media solutions provider, is seeking a Social Media Client Success Manager to deliver best-in-class account management and help clients achieve their goals. The role focuses on retaining and growing accounts, advising clients on social media strategy, managing projects and budgets, and collaborating with revenue, operations, strategy, insights, and agency teams.

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
• 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

Skills

• 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
• Familiarity with community management, strategic planning, and reporting
• 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
• Willingness and ability to travel for onsite client visits as required, with valid travel documents
• 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
• Additional expertise in paid social media strategies will be highly regarded
• With a preference for candidates who have experience with platforms such as Sprinklr, Khoros, and Sprout
• 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
• Proficiency in additional languages is considered an asset, reflecting the global nature of the role

Qualifications

Must Haves

• 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
• Familiarity with community management, strategic planning, and reporting
• 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
• Willingness and ability to travel for onsite client visits as required, with valid travel documents
• 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

Nice to Haves

• Additional expertise in paid social media strategies will be highly regarded
• with a preference for candidates who have experience with platforms such as Sprinklr, Khoros, and Sprout
• 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
• Proficiency in additional languages is considered an asset, reflecting the global nature of the role

Benefits

• Flexible working arrangements with in-person collaboration; employees outside a commutable range may be designated as remote, depending on the role and business needs.