Client Success Manager

Stelter Company•West Des Moines, IA

28d•Hybrid

About The Position

The Client Success Manager (CSM) leads the successful execution of print, digital and integrated marketing campaigns for an assigned client portfolio. The CSM serves as an in-flight guide to ensure the timely and successful delivery of marketing results. Drawing on marketing agency and project management expertise, the CSM builds strong client and internal relationships while managing scope, timelines and deliverables to ensure timely, successful results.

Requirements

Understanding of marketing principles and concepts
Proven experience in project planning & execution, including workflow management skills
Account partnership and client communication
Strong attention to detail
Technology proficiency required: Microsoft Office and PM software
Bachelor’s degree in marketing, business or a related field; equivalent education and experience will be considered
5+ years of experience in marketing, fundraising, project management or related

Nice To Haves

Knowledge of print and digital production processes preferred
Experience in an agency setting in the direct response fundraising or marketing industry is strongly preferred

Responsibilities

Serves as internal account delivery leader
Works in close communication with internal and external account executive team to understand business requirements, project scope, timing and contract deadlines for both new and existing clients.
Oversees execution of projects, including collection of assets, assignment of work to resources and project hours
Provides regular touch points with the client to relay project status.
Creates and maintains account and project documentation for client and internal team.
In partnership with the resource manager, coordinates necessary staff resources and capacity for projects at hand.
Consults with subject matter experts, as necessary, to carry out marketing plans and projects.
Leads collaborative meetings and communicates effectively with internal teams and/or outside vendors to ensure projects are on time and meet client’s quality expectations.
Surfaces client issues (“cases”) to the appropriate people for resolution.
Prioritizes and manages daily workload to maintain client satisfaction.
Works within all established SOPs, guidelines and Stelter policies.
Uses training resources to gain a deep knowledge of products and services.
Ensures overall client satisfaction for both new and existing clients
In partnership with account executives supports a comprehensive client onboarding experience to set expectations of partnership, including timing and messaging strategies.
Supports the global vision, strategy and direction of the program.
Serves as the main point of client contact for project execution including assistance with Stelter systems as needed.
Supports Account Executives with client communication throughout customer lifecycle, assisting with client proposals as needed, and contributing to year-end reviews and other client-facing deliverables.
May include some travel to industry conferences and/or client visits.