Manager, Client Success, Incentives

As the Manager, Client Success you will manage a team of 6-8 Client Success Managers (CSMs) to maintain excellence in account management by supporting the creation of and enforcing standards of practice, analyzing and resolving problems, and recommending improvements. The ideal candidate will be able to both manage team members and work on client requests to quickly create programs that address both strategic and tactical account opportunities. The Manager, Client Success is uniquely positioned to both manage a team and influence direct revenue generation through its ability to interact with Clients, Sales, Marketing, Analytics, and Operations

Primary Accountabilities:

​​Leadership (30%)

• In coordination with Sr. Mgr/Director, manage staff by interviewing, selecting, orienting, and training employees

• Work closely with Sr. Mgr/Director to support the coordination/implementation of systems, policies, procedures, and productivity standards

• Coach, counsel, and take corrective action with associates

• Support CSMs with the process of tracking of estimates, bookings, execution, performance reporting, analysis & insights

• Understand workload and bandwidth of CSMs; work closely with Directors to manage account coverage assignments to best support the CPG clients 

• Manage travel expenses, in-line with Inmar policies

Influence (40%)

• Collaborate with Operations and Marketing teams on product and process improvements that could deliver incremental value and/or upsell opportunities; ensure sales/proposal materials are current, relevant, and impactful according to Client feedback

• Manage internal communications, garnering support and appropriate buy-in from cross-functional teams

• Work closely with the internal Sales Directors (SDs) to understand how your team of CSMs can best support CPG clients’ digital promotions needs

• In consultation with CSMs & Sales, ensure accuracy of Salesforce.com entries and process for incentives campaigns

• Identify and execute projects to improve day-to-day work of CSM team

• Guide CSMs through annual, monthly, and quarterly goal setting; assure they have a clear plan to reach and exceed those goals

Strategic (30%)

• Ensure CSMs develop strategic recommendations that align with client KPIs; must be able to articulate and defend recommendations

• Support CSMs in the creation of compelling client-ready assets and presentation materials to motivate and inspire stakeholders, focusing on the clear communication of data-driven recommendations

• Work with CSMs to ensure the client understands the value of the services available, or being received, that leads to campaign renewals with increased value to the company

• Gain expertise and a passion for the industry, technology, methodology, best practices, and regulations of relevance to the incentives product

• Become an “expert” on Inmar LTC incentives, with the ability to act as solutions expert for SDs in client presentations; have working knowledge across all of Inmar’s MarTech solutions

Required Qualifications:

• Bachelor’s Degree in communications, marketing, business or a related field

• 8-10 years of related experience; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed for this position

• Experience with CPG manufacturers or Retailers, preferred

• Proficient with Salesforce.com, Monday.com, Google Suite and Microsoft Suite producing professional business correspondence, proposals and reports

• Background in data-driven strategic planning; comfortable working with data sources and visualization tools

• Strong project management skills; acute attention to detail and organization 

• Ability to prioritize and manage multiple tasks requiring follow-up and meeting deadline(s); must thrive in a fast-paced, dynamic atmosphere 

Individual Competencies:

• Adaptability: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude, with the ability to prioritize and manage time effectively. 

• Emotional Intelligence: Possesses emotional self-awareness to identify and manage emotions, maintain composure through stress and anxiety, and recognize the emotional responses of others in order to maintain internal relationships.

• Accountability: Sets clear goals, objectives, expectations, and responsibilities and monitors the process, progress and results to hold self and others accountable for measurable actions and results.

• Influence: Uses appropriate interpersonal styles and communication methods to gain the support of internal parties along with the acceptance of products, services, or ideas from sales. 

• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.

• Negotiation: Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:  

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.

• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.

• Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.

• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations. 

• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. 

• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results. 

• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. 

• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

We are an Equal Opportunity Employer, including disability/vets.