The role of the Client Success Manager is to help achieve the company’s yearly revenue goals through managing and growing existing business, assisting in acquiring new business, and helping to develop our client success team to improve overall client satisfaction. The ideal candidate will have impeccable relational skills, be highly organized and proactive, provide an excellent customer service experience, and help clients achieve their desired marketing goals and objectives.
EXPERIENCE
Candidate must have experience in the digital reward or incentive industry (worked previously at an egift card agency or digital gift card distributor)
ROLES AND RESPONSIBILITIES
50% | Manage Client Relationships
+ Manage select client relationships and grow year over year revenue
+ Key point of contact for client communications
+ Manage all client approvals with partner rewards
+ Set up and manage bi-weekly or monthly status meetings with clients
+ Monthly email outreach with new rewards, dashboard updates, etc.
+ Create multiple partner relationships within each client
+ Develop a growth plan for each client
+ Develop an annual planning meeting with each client
+ Weekly status meetings with Director of Client Success
10% | Manage Brand + Partnership Requests
+ Manage partner and reward approvals for all client programs
+ Work directly with brands to gain participation for campaigns and programs for your clients
+ Review invoices for accuracy of rewards requested
20% | Manage customer service issues
+ Respond to all customer requests within 24 hours
– this is one of our largest differentiators vs. larger reward distributors
+ Guide and educate clients on self-service troubleshooting through NeoCurrency’s Reward Dashboard
+ Escalate larger issues to Director of Client Success, development team or President
10% | New Business Onboarding + Prospecting
+ Onboarding calls and dashboard tutorials with new clients
+ Work with Reward Managers to set up new client user accounts in NeoCurrency’s Reward Dashboard
+ Support business development team with new client prospecting
5% | New Reward Acquisition and Dashboard Development
+ Manage client requests for Reward Dashboard upgrades
+ Manage list of new rewards requested by clients
5% | Process Enhancements
+ Build a plan for operational growth (client service, project management, customer service)
Email Resume