Digital Incentives Customer Success Manager

Summary

Neptune Retail Solutions is an omnichannel retail marketing company serving retailers and advertisers across the U.S. and Canada. The Digital Incentives Customer Success Manager supports digital incentives programs for CPG and retail marketers by managing campaign launches, client and agency relationships, execution, optimization, reporting, compliance, and customer support.

Responsibilities

• Advocate and voice of our customers; utilize subject matter experts to deliver thought leadership, insights, product recommendations and new technology
• Provide digital incentives operational and compliance driven consultative best practices and recommendations to Clients, Sales, and Operations teams to shape creative and targeting to meet KPIs and program goals
• Manage multiple digital incentive campaign launches, including developing, maintaining, and communicating campaign pipeline, timelines, and tasks
• Creating and managing digital incentive campaign contracts in partnership with Sales and Finance, and managing the enforcement of Neptune rules and fees
• Project manage and lead digital incentives executional relationships with assigned Sales team, Client(s) and Agencies
• Assist client with promotion onboarding, technical execution, program implementation, and first-tier technical troubleshooting
• Ensure and maintain overall campaign quality
• Accountable for tracking live campaigns, provide optimization and best practices to customers to meet KPIs
• Ownership of basic end of campaign reporting and deliverables
• Provide Finance and Client support for basic invoicing questions
• Ability to evaluate processes and continually seek improvement ideas
• Assist with special projects as assigned by leadership

Skills

• Bachelor's Degree in Business, Communications, Marketing or related field (and/or equivalent, relevant work experience)
• Minimum of 3 years' experience ranging for college internships to a professional position in Campaign Management, Customer Success, or Account Management/Client Services - dealing directly with internal business teams, vendors, clients and/or Sales Executives
• Proven ability to manage complex projects to successful conclusion
• Exhibit exceptional client service and collaboration skills
• Able to work with data and provide actionable campaign insights
• Superior written and verbal communication with the ability to effectively communicate via email and phone with remote colleagues and clients
• Ability to adapt and change with the needs of the business mindfully and tactically
• Proven ability to establish and maintain strong Client partnerships
• Excellent organizational skills including strong attention to detail and ability to present complex information in such a way that all team members understand their tasks at hand
• Strong time management skills including an outstanding ability to work independently and multi-task while operating in an environment of frequently changing priorities and successfully managing the demands of a quickly growing workforce
• Proven ability to mitigate problems through first-tier troubleshooting, identify pain points, manage issues through resolution that put the customer first, and apply learnings to future situations
• Must have technical proficiency with Microsoft Office and reporting tools
• Applicants must be able to work for any U.S. employer and not require sponsorship either now or in the future
• Experience with tools such as Salesforce, JIRA, etc. are a plus
• Experience working with Adult Beverage brands (either directly or at an agency), is a big plus

Qualifications

Must Haves

• Bachelor's Degree in Business, Communications, Marketing or related field (and/or equivalent, relevant work experience)
• Minimum of 3 years' experience ranging for college internships to a professional position in Campaign Management, Customer Success, or Account Management/Client Services - dealing directly with internal business teams, vendors, clients and/or Sales Executives
• Proven ability to manage complex projects to successful conclusion
• Exhibit exceptional client service and collaboration skills
• Able to work with data and provide actionable campaign insights
• Superior written and verbal communication with the ability to effectively communicate via email and phone with remote colleagues and clients
• Ability to adapt and change with the needs of the business mindfully and tactically
• Proven ability to establish and maintain strong Client partnerships
• Excellent organizational skills including strong attention to detail and ability to present complex information in such a way that all team members understand their tasks at hand
• Strong time management skills including an outstanding ability to work independently and multi-task while operating in an environment of frequently changing priorities and successfully managing the demands of a quickly growing workforce
• Proven ability to mitigate problems through first-tier troubleshooting, identify pain points, manage issues through resolution that put the customer first, and apply learnings to future situations
• Must have technical proficiency with Microsoft Office and reporting tools
• Applicants must be able to work for any U.S. employer and not require sponsorship either now or in the future

Nice to Haves

• Experience with tools such as Salesforce, JIRA, etc. are a plus
• Experience working with Adult Beverage brands (either directly or at an agency), is a big plus

Benefits

• This is a remote position.