Client Success Manager

The Client Success Manager will work closely with Farm Journal clients to identify their needs, create solutions, and ensure success in order to drive retention, renewals, client satisfaction, and growth.

They will collaborate with Sales to provide guidance on marketing, pricing, and go-to-market strategy, assisting with RFPs, proposals, and pre-sale activities as needed. The Client Success Manager will facilitate effective communication post-sale with Onboarding and campaign management teams to ensure all project deliverables are met on time and according to client specifications. They will proactively communicate with clients to provide updates on projects and campaigns, prepare and share reporting to showcase campaign progress and results, and regularly solicit feedback to share with internal teams to foster new product development and campaign innovation.

As a critical member of the Client Experience team, this role directly impacts the client experience and the success of the organization. This person will be highly strategic, analytical, resourceful, client-focused, team-oriented, and focused on building and sustaining strong relationships with our clients.

They will collaborate with Sales to provide guidance on marketing, pricing, and go-to-market strategy, assisting with RFPs, proposals, and pre-sale activities as needed. The Client Success Manager will facilitate effective communication post-sale with Onboarding and campaign management teams to ensure all project deliverables are met on time and according to client specifications. They will proactively communicate with clients to provide updates on projects and campaigns, prepare and share reporting to showcase campaign progress and results, and regularly solicit feedback to share with internal teams to foster new product development and campaign innovation.

As a critical member of the Client Experience team, this role directly impacts the client experience and the success of the organization. This person will be highly strategic, analytical, resourceful, client-focused, team-oriented, and focused on building and sustaining strong relationships with our clients.

Essential Duties and Responsibilities
These duties include, but are not limited to, the following. Other duties may be assigned.

• Conduct presentations, campaign insight sessions, business reviews and other client-facing meetings.
• Foster excellent relationships with clients to maintain a level of high client satisfaction and retention.
• Act as the client advocate, collaborating with internal to improve the overall client experience and synthesize client insights to help shape the product roadmap.
• Serve as the main contact point for any client issues or conflicts, and work towards an amicable resolution.
• Play an active role in pre-sale activities such as RFPs, deals, pitches, and calls to ensure that sales is thoroughly blueprinting and recommending the correct strategies to drive the client’s business forward.
• Consistently bridge any gaps between Sales and internal teams through effective communication, collaboration, training, enablement and feedback loops.
• Experience in managing and prioritizing multiple clients and tasks.
• Analyze and synthesize reporting data and translate insights into actions to improve client ROI and drive retention and growth of the organization.
• Contribute to continuous improvement initiatives to drive automation, efficiencies, quality, and consistency in internal operations that promotes the client experience.
• Take the lead on at-risk clients and work directly with leadership and internal teams when necessary to guide next steps.
• Travel, as needed, to key prospects or existing client accounts.

Skills/Professional Experience
These qualifications include, but are not limited to, the following:

• 5+ years of relevant experience managing multiple accounts and/or project or program management experience within a digital marketing or professional services organization, implementing and managing project initiatives.
• Be a self-starter that thrives in a dynamic, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
• Exceptional time-management and organization skills with strict attention to detail.
• Superior relationship, communication, and presentation skills (both verbal and written).
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues.
• Be a problem-solver who has a demonstrated ability to…