Client Success Manager

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

11d

About The Position

The Publishing Services Department (PSD) Client Success Manager manages internal clients, provides strategic counsel, and assists in business development. The role develops deep knowledge of relevant channels, clients’ business units, and the broader industry. For Tier 1 and select Tier 2 assignments, the Client Success Manager participates in strategic and creative processes, including brainstorming and evaluating deliverables. The role also ensures project-management follow-through and accurate delivery, while building positive working relationships among clients, internal project teams, and partnering service departments. The position follows the stated principles of partnering to find solutions that meet the Church’s responsibilities, fostering trust and unity, building on others’ strengths and ideas, and communicating effectively and promptly. Church employees are described as using their talents to further the Lord’s work. Employment is limited to Church members worthy of a temple recommend. The Church is an equal opportunity employer and states that it provides reasonable accommodations for qualified individuals with known disabilities.

Requirements

Bachelor of Arts or Bachelor of Science degree required.
At least 8 years of relevant experience in project or program management.
At least 5 years of concurrent experience in client or customer relations.
At least 2 years of experience working in an internal corporate account team.
Ability to maintain 360-degree relationships; adept at crisis management; resourceful and solution-oriented.
Ability to make informed, complex strategic decisions using data.
Understanding of and ability to 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 effectively with senior-level leaders.
Only Church members worthy of a temple recommend qualify for employment.

Nice To Haves

Bachelor’s degree preferably in business management, marketing, or a related field.
MBA or related advanced degree.
Experience managing client or customer relationships while delivering successful client products.
Experience managing a brand’s portfolios and pitching for new business.
Product Management or related certification.

Responsibilities

Maintain relationships with partnering service departments, acting as a trusted advisor and 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.
Maintain an overview 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.
Support the responsibilities of a PSD Account Services Director as part of an Account Services Team.
Ensure creative teams understand client requirements and perspectives and that final outputs align as appropriate.
Approve creative briefs, project plans, and change orders for completeness and actionable content, ensuring the business case aligns with product objectives.
For Tier 1 projects with multiple components, assist with strategic development, coordinate cost and time estimates with resource teams, monitor overall progress, and track milestones and actual costs against estimates.
Represent the client within the creative studio and facilitate client interactions with designers and writers as appropriate.
Set client expectations about upcoming creative-process reviews, budgets, solution response timelines, follow-up processes, and metrics.
Use project-management and reporting tools to monitor and communicate product health to stakeholders.
Counsel within the Account Management Division on changes needed to improve current and future departmental performance.