SEBPO is seeking an experienced Client Success Manager. In this highly visible role, you will work directly with clients on multiple projects across various industries. As the SME on Client Relationship Management within the organization, this position is responsible for the success of our partnerships while being the internal expert on each client relationship.
This role ensures that the client's objectives and issues are met with anticipatory service, deliverables are on time and of high quality, and internal stakeholders are engaged appropriately.
What You'll Do
- Management of day-to-day service delivery within a multi-shore environment
- Support clients in variety of industries such as Digital Ad Operations, Digital Creative Services, Data Solutions, Media Planning, and Quality Assurance
- Maintain executive level communication with existing POCs in order to manage evolving client expectations, needs, and priorities to ensure client satisfaction
- Identify growth opportunities in existing partnerships and collaborate with the Sales Team on strategy
- Handle service escalations from internal and external clients and take appropriate action for resolution
- Monitor daily workflow of client team, review data for trending, recommend improvements, establish process and proactively identify and resolve issues
- Assure that problems, questions, or concerns from clients are handled appropriately escalated, tracked, reported, and resolved with client follow-up
- Gather client feedback through regular communications and follow up. Assure that client retention risks are highlighted, and that proper urgency and escalation steps are taken
- Host client calls, meetings, and formal business reviews both onsite and offsite with leaders within our clients organizations
What You Bring
- Bachelor's Degree in business, communications or a related field.
- 3+ years experience directly managing client relationships, ideally with US based clients
- Excellent communication skills - both written and verbal.
- Must be able to work permanently Monday through Friday, 8:00 am to 5:00 pm Eastern Time (New York Time Zone; GMT -5) and some holidays.
- Proactive with a high sense of urgency
- Organized: ability to manage multiple clients/projects at same time
- Ability to align with the client propose viable solutions to problems
- Strong negotiation with internal and external partners
- Strong analytic skills
- Fast and independent learner
- Easily adapt to change
- Comfortable talking to high-level client representatives
Why Join SEBPO
You'll work directly with clients on multiple projects, act as the Subject Matter Expert on client relationship management within the organization, and directly responsible for the success of our partnerships while being the internal expert on each client relationship.
If you're ready to elevate from client relation and account management to strategic partnership we'd love to connect.
Apply today or message us to learn more.
