About the position
The Client Success Senior Manager will report to the Client Success Senior Director and work closely with the client leadership team on results delivery, ensuring high levels of client satisfaction. The ideal candidate should have a minimum of 7 years of experience in project management, client relationship management, and data analytics. The Client Success Manager should be able to work in a fast-paced environment, manage multiple projects simultaneously, and prioritize tasks effectively. They should have excellent problem-solving skills, attention to detail, and a proactive approach to identifying and resolving issues. The successful candidate should have a deep understanding of the Marketing Effectiveness and analytics industry and be up to date with the latest trends and developments. They should be able to interpret data and analytics insights and present them in a clear and concise manner to clients. The Client Success Manager should be a team player and possess effective communication and interpersonal skills to collaborate effectively with cross-functional teams.
Responsibilities
- Project Management: Helps to ensure projects run to time and scope, especially if they are responsible for specific elements (e.g. specific brands, markets).
- Quality Assurance: Follows quality assurance process to ensure results are right first time, and implements any improvements to the process.
- Data & Analytics: Uses data and analytics skills to create a strong overarching story. Will be expected to present to a variety of clients.
- Storytelling: Is a good data storyteller who can explain complex insights at a simple, impactful level to a CMI / Analytics audience.
- Gain Theory Interactive: Understands what Gain Theory Interactive shows and can guide client through the platform and its various modules. Leads on access and permissioning.
- Operational Excellence: Follows GT Operational Excellence design to the letter and highlights any places where the process could be improved.
- Client Growth: Looks for opportunities to drive profitable growth for clients and works as part of the team to make them happen.
- Client Value: Understands how we track value at Gain Theory and leads value capture process.
- Client Profitability: Understands how decisions made impact client profitability and is expected to implement ideas to make processes more efficient, change pricing structures, or drive growth.
- Gain Theory Profitability: Understands how actions they take will impact overall Gain Theory profitability and looks to make the right decisions towards this at all times.
- Contracting / MSA: Understands the MSA and works under it, not breaking any rules and holding clients to what they have agreed.
- New Business: Is involved in new business pitches and understands & implements new business Opex process.
- SOW Management: Knows project SOW inside out and spots where scope creep is happening. Is expected to manage scope creep with limited escalation to senior client team.
- Client Satisfaction: Supports on plans to drive client satisfaction and will be expected to focus on specific areas to help the overall picture.
- Stakeholder Management: Tracks stakeholders so we have a good view of who our stakeholders are and what their levels of advocacy and influence are. Grows network at their level (e.g. brand / marketing managers, media agencies).
- Risk Mitigation: Understands risk mitigation process and highlights any issues early.
- Gain Theory Knowledge: Has a solid knowledge of all Gain Theory solutions and can talk high level to a client on any solution.
- Client Industry Knowledge: Maintains a solid understanding of their clients' industries, keeping up to date with key trends and seeking opportunities for growth.
- Marketing Effectiveness Industry Knowledge: Maintains a good understanding of the marketing effectiveness industry and understands Gain Theory's place in the industry.
- Values: Lives and breathes Gain Theory values. Is an inspiration (in values) for the whole team.
- Team Leadership: May be expected to act as a mentor for other parts of the business.
- Team Satisfaction: Highlights any challenges with team satisfaction and has an understanding of what could make things better for people on the client success team.
- Team Learning: Facilitates collaborative learning and knowledge sharing to boost team capabilities.
Requirements
- Minimum of 7 years of experience in project management, client relationship management, and data analytics.
- Ability to work in a fast-paced environment and manage multiple projects simultaneously.
- Excellent problem-solving skills and attention to detail.
- Proactive approach to identifying and resolving issues.
- Deep understanding of the Marketing Effectiveness and analytics industry.
- Ability to interpret data and analytics insights and present them clearly to clients.
- Effective communication and interpersonal skills.
Benefits
- $140,000-$160,000 USD base salary range.
- Competitive benefits package.
