A Client Success Manager sustains positive, long-term relationships as the primary consultant in enterprise-level accounts. In this role, you will work with client stakeholders on a daily basis, carrying cross-channel marketing programs to fruition while assisting Project Leads with client presentations. Acting as an intermediary for the customer and the agency, a CSM must maintain a deep knowledge of a client’s business, brand, economics, customer insights, marketing strategy/channels, and competitors. On some accounts, a CSM may also perform a Project Management role and exercise exceptional organizational and scope/budget management skills.
Provide superior customer service by utilizing a variety of tasks and tools, including email, phone, and online presentations, in-person meetings, and video chat
Understand and articulate overall program strategy, objectives, measurement strategy, and relevant results for programs
Contribute to digital marketing and creative strategies, test-and-learn plans, offer strategies, and channel and site strategies
Identify new project opportunities and orchestrate team to propose new solutions
Create scopes of work, client proposals, and presentations with guidance and support from Account Director, Project Leads and Subject Matter Experts
Develop project briefs, maintain progress reports, and lead status meetings to ensure client and internal team alignment
Interpret client feedback while setting clear expectations for tasks and deliverables
Work closely with Project Managers to provide proper materials, documentation, and communication plans, when necessary
Identify and promptly escalate potential financial issues related to the project scopes and client satisfaction
5+ years’ experience in marketing and / or program management or similar roles
Exceptional client service skills, with an ability to partner with and influence senior management level stakeholders
Flawless presentation skills, from conception of a story or pitch to delivery in boardrooms
Experience delivering large-scale integrated campaigns across all channels
Ability to collaborate with strategists, consultants, creatives, and technologists, and ability to seamlessly integrate and draw from diverse skill sets
Inventive and entrepreneurial spirit, with the ability to grow key client relationships
Ability to independently lead and make decisions that balance the needs of the client with internal goals and teams
3+ years’ industry experience working in either Financial (FinServ or FinTech) and/or Health Care marketing agencies or similar experience
Experience leading both B2B and B2C multi-channel marketing campaigns
Digital marketing strategy experience
Project management experience
Trellist is a professional services firm delivering performance-driven business solutions that are flexible, innovative and optimized to maximize efficiency and return. The firm consults on, and integrates, data with marketing, design, technology and digital services for clients at the global, national and regional level. Trellist utilizes a unique approach to business—from the firm's employee-shared structure, to how it partners with its clients.
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