Social Media Client Success Manager

dentsu•USA - Remote - Colorado, IL

21d•$70,000 - $80,000•Remote

About The Position

ICUC is a global leader in Social Media solutions with over 20 years of experience. The company has a team of over 350 people across more than 35 countries, serving 50 languages around the clock. ICUC focuses on creating common ground between brands and audiences across communities and social media, driven by a culture of meritocracy. The Client Success Manager will be a key member of the Client Success team, responsible for delivering best-in-class account management to help clients achieve their goals. The primary mission is to retain and grow client business by identifying and implementing ICUC products and services that deliver value. This role involves close collaboration with revenue and operations teams, as well as the director, to manage and expand assigned accounts. The position requires a confident self-starter with strong project management and budgeting skills, an entrepreneurial mindset, and a focused, proactive attitude. An enthusiastic business ethic, a service-oriented approach, and the ability to work both independently and collectively in a virtual environment are essential. The role will manage a diverse set of accounts, including large-scale, long-term projects for global brands, encompassing services from moderation and brand protection to engagement, insights, and creative strategies. Success in this role depends on strategic thinking and a deep understanding of social media and digital technology trends to respond creatively to client needs and position ICUC as a trusted expert.

Requirements

At least 3 years of experience in social media management, ideally within an agency setting and working with enterprise clients, showcasing a comprehensive understanding of the social media landscape and client management.
Proficient knowledge and hands-on experience in managing organic social media. Additional expertise in paid social media strategies will be highly regarded.
Familiarity with community management, strategic planning, and reporting, with a preference for candidates who have experience with platforms such as Sprinklr, Khoros, and Sprout.
Exceptional communication skills, both written and verbal, complemented by engaging presentation abilities, capable of clearly conveying concepts and strategies to diverse audiences.
Strong organizational and time management skills, with a proven ability to adapt quickly to changes in a dynamic, fast-paced environment, ensuring priorities are met efficiently.
Excellent collaboration skills, demonstrating the ability to work effectively with teams across different departments and stakeholders to achieve common goals.
Adept at problem-solving, with the capacity to address challenges creatively and effectively, ensuring solutions align with business objectives.
Up-to-date with current social media trends, possessing a deep understanding of the industry’s dynamics, challenges, and opportunities.
Proficiency in Microsoft PowerPoint and Microsoft Teams, showcasing the ability to create compelling presentations and collaborate effectively with team members.
Willingness and ability to travel for onsite client visits as required, with valid travel documents.
Willingness to undergo a Criminal Record Check as part of the pre-employment screening process.
The ability to utilize a desktop computer or laptop that meets minimum system requirements, ensuring efficiency in remote work environments.
Access to high-speed internet, with a minimum speed of 30 mb/s, to support work activities and online collaboration.
Adequate headset/mic and webcam, facilitating clear and effective communication in virtual meetings and presentations.
Fluency in English, with the ability to speak and write clearly and persuasively.

Nice To Haves

Additional expertise in paid social media strategies.
Experience with platforms such as Sprinklr, Khoros, and Sprout.
Proficiency in additional languages.

Responsibilities

Account management with responsibility for major brands and/or Fortune 1000 companies, operating as a primary client contact and working with senior client stakeholders.
Grow the value and long-term value of your assigned accounts.
Deliver regular client reviews, status meetings and presentations while also keeping clients up to date on new ICUC products and services.
Advising clients on social media strategy by working with ICUC’s Strategy and Insights teams.
Support in the set-up and implementation of social media projects as required.
Keep Salesforce Opps and Projects up to date and work on proposals and SOWs.
Work in partnership with other client agencies – media, creative, PR, etc.
Contribute to new business pitches.
Work with senior management to shape ICUC’s strategic offering.