The role of the Client Success Manager is to help achieve the company’s yearly revenue goals through managing and growing existing business, improving overall client satisfaction, and assisting in acquiring new business. This role is perfect for someone who understands digital rewards and incentives, including open and closed loop gift cards. Although primarily North America-focused, an understanding of the global B2B gift card marketplace is ideal. The candidate should 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.
REQUIRED WORK EXPERIENCE
Candidate must have experience in the digital reward or incentive industry (previous work at a gift card agency or digital gift card distributor). Experience with clients and agencies in promotional, incentive, loyalty, market research, employee recognition and/or sales channel verticals preferred.
ROLES AND RESPONSIBILITIES
70% | Manage and Grow 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
15% | 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
15% | 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 Client Success Director, development team or CEO
Email Resume