Client Success Manager - 3 Year Fixed Term

The Church of Jesus Christ of Latter-day Saints•Salt Lake, UT

11d

About The Position

The Client Success Manager (CSM) serves internal clients by managing client relationships, providing strategic counsel, and assisting with business development. The role develops deep knowledge of relevant client channels and the broader industry, and for Tier 1 and select Tier 2 assignments may participate in strategic and creative work, including brainstorming and evaluating deliverables. The CSM ensures project-management follow-through and accurate delivery, while maintaining positive working relationships among clients, internal project teams, and partnering service departments. The position operates according to principles of partnering to develop solutions that meet the Church’s responsibilities, fostering trust and unity, building on others’ strengths and ideas, and communicating effectively and promptly. It is a three-year, fully benefited fixed-term position.

Requirements

Bachelor of Arts or Bachelor of Science degree required.
At least 8 years of relevant project or program management experience, including 5 years of concurrent client/customer relations experience.
At least 2 years of experience working in an internal corporate account team.
Experience managing brand portfolios and pitching for new business.
Ability to maintain 360-degree relationships.
Crisis-management ability; resourcefulness and a solution-oriented approach.
Ability to make informed, complex strategic decisions using data.
Ability to understand and manage business operations, including product-level budgets.
Ability to lead teams and projects through influence.
Ability to use approved processes and policies to partner with clients and write thorough, actionable creative briefs.
Ability to achieve results in a complex organization.
Ability to present and communicate appropriately with senior-level leaders.

Nice To Haves

MBA or related advanced degree.
Experience managing client/customer relationships while delivering successful client products.
Product Management or related certification.

Responsibilities

Maintain relationships with partnering service departments and serve as a trusted advisor, resolving conflicts, improving communication, and supporting customer satisfaction.
Maintain relationships with PSD production operations.
Serve as the initial point of contact for aligned-client projects and advise clients on options and capabilities using marketing best practices and channel knowledge.
Forecast with clients and develop annual account plans identifying creative services and marketing projects and goals.
Establish client project priorities and maintain an overall view of projects and client requirements so related deliverables are handled appropriately.
Manage product-level budgets with client teams, project managers, and producers, including financial forecasting and ensuring budgets and change orders align with available product resources.
As part of an Account Services Team, support the responsibilities of a PSD Account Services Director.
Ensure creative teams understand client requirements and perspectives and that final output aligns appropriately.
Approve creative briefs, project plans, and change orders for completeness and actionable content, and ensure the business case aligns with product objectives.
For Tier 1 projects involving multiple components, assist with strategic development, coordinate cost and time estimates with resource teams, monitor overall progress, and track major milestones and actual costs against estimates.
Represent the client within the creative studio and facilitate client interaction with designers and writers as appropriate.
Set client expectations for upcoming creative-process steps, budgets, solution response timing, follow-up, and metrics.
Use project management and reporting tools to monitor and communicate product health to stakeholders.
Counsel within the Account Management Division on changes that can improve current and future departmental performance.