Client Services Manager

Role Overview

• Own day-to-day client relationship, manage client feedback and demonstrate stewardship for all client programs/projects
• Interface with clients on project requirements, deliverable status and approvals, scope changes and points of dissatisfaction
• Fully understand all relevant aspects of our clients’ business, industry, and competitive environment
• Anticipate potential problems or issues clients may have and work to prevent and/or correct
• Increase overall satisfaction and retention of clients on assigned programs
• Work with cross-functional teams to develop tactical implementation strategies for each individual client project and to ensure that deliverables meet client objectives, budget, and project timelines from launch through ongoing maintenance
• Review all project deliverables to ensure client satisfaction
• Communicate client feedback and direction to internal team members
• Seek opportunities to improve operational efficiencies (i.e., suggest new, enhanced, or refined processes)
• Develop project-based scope documents and budgets working with cross-functional teams and obtain client approvals/signatures on these documents
• Review draft invoices and maintain overall accountability for accurate and timely invoice delivery to the client
• Be accountable for making sound decisions surrounding the financial performance of the account
• Lead and/or participate actively in presentations, meetings, and status updates (client and internal)
• Day-to-day functions include organizing/preparing for client and internal meetings, creating meeting agendas, conference notes and status reports

Requirements

• Bachelor’s Degree in Business/Marketing or related discipline
• 6+ years marketing, sales, business operations or related experience
• Flexibility to travel and be on site at client location as needed
• Experience and success interfacing directly with the client without supervision
• Proven ability to lead an internal team
• Excellent interpersonal, presentation and communication skills
• Strong organizational and time management skills
• High attention to detail
• Experience in loyalty marketing, direct marketing and interactive solutions preferred
• Demonstrated knowledge of a specific client or a specific client’s business/industry preferred
• Proven proficiency in MS Word, Excel, PowerPoint, and project management software tools

Benefits

• Tailored development programs
• Supportive and inclusive culture