Client Success Manager, Incentives

With general direction from a manager, the Client Success Manager 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 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.

Primary Accountabilities:

• (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 Salesforce.com entries/opportunities

  • In collaboration with cross-functional teams, support development and refinement of product and sales materials (i.e. case studies)

Additional Responsibilities:

• Performs other duties as assigned

• Complies with all policies and standards

Required Qualifications:

• 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 resources to move deals past obstacles

• Proficient with Salesforce.com

• Proficient with Google Suite and Microsoft Suite producing professional business correspondence, proposals and reports

• Ability to prioritize and manage multiple tasks requiring follow-up and meeting deadline(s); must thrive in a fast-paced, dynamic atmosphere

Physical Demands:

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

• Use Hands to Handle Objects - Regularly

• Reach with Hands or Arms - Regularly

• Talk or Hear and Read Instructions - Regularly

• Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally

• View Items at a Close Range - Regularly

Rarely: Job requires this activity up to 25% of the time

Occasionally: Job requires this activity between 25% - 50% of the time

Frequently: Job requires this activity between 50% - 75% of the time

Constantly: Job requires this activity more than 75% of the time

Individual Competencies

• Integrity: Gains the trust of others by taking responsibility for own actions and telling the truth. Follows through on commitments and agreements; Respects confidentiality; Maintains confidentiality regardless of pressure from others.

• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.

• Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.

• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

• Communication: Giving and receiving messages and information in written, oral, and visual formats concisely for a complete understanding of meaning and intent.

• Collaboration: Works collaboratively with others to achieve group goals and objectives.

• Effective Execution: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.

• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.

• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.

• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.

• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

#REMOTE

We are an Equal Opportunity Employer, including disability/vets.