Client Success Manager (Remote)

Under the direct supervision of a manager, the Client Success Manager, IFM is responsible for managing, optimizing, and maximizing client contracts. They will grow and leverage lasting relationships with a select list of our mid-tier and emerging brands clients by providing proactive support and engagement to help our clients achieve their desired outcomes.

In coordination with Sales, they will meet and exceed contract volumes, identify upsell and expansion opportunities, and provide actionable insights to their clients. They will ensure that clients maintain a high level of satisfaction and engagement with Inmar’s FinTech products and services. The CSM will monitor, optimize, and refine the clients’ promotions, as well as create internal benchmarks and expectations (as applicable for each service level).

Primary Accountabilities:  

All items below will be determined as applicable to each client’s service level 

Influence (40%)

• Work closely with a list of current FinTech clients on their new promotions, monitor performance, manage activity to current contract volumes, and identify expansion opportunities 

• Establish and develop trusted, long term relationships with assigned client(s)

• Develop a holistic view of clients’ business including knowledge of promotions plans, objectives, strategies, and challenges

• Lead internal and external communications, garnering support and getting appropriate buy-in across teams - this can relate to troubleshooting, ad-hoc requests, trainings, demos, and trials

• Work with multiple departments at Inmar (e.g. Sales, Data Management, Reporting, Onboarding, Product, Finance, etc.) to support client needs, understand trends of their business, identify and seize new opportunities to grow revenue, and resolve any potential issues

• Track and optimize customer utilization of the Fintech Portals, to support clients in more efficient day-to-day tracking of their business

• Collaborate with Sales during the client contract renewal process

• Communicate the voice of the client to Product teams regarding potential process improvements, product enhancements, and ease of use

Strategic (40%)

• Develop and monitor campaign metrics to support efficient assessment and optimization of promotions, making informed and timely recommendations to enhance performance 

• In partnership with Sales, deliver Quarterly Business Reviews at a regular cadence with actionable insights and recommendations for future promotions and new opportunities 

• Obtain expertise on industry trends, technology, best practices, and regulations of relevance to Inmar’s FinTech products and services

• Work to understand Inmar’s FinTech solutions and translate how Inmar’s products and solutions align with clients’ objectives and pain points

• Utilize available raw data/reporting, client objectives/pain points, and industry trends to facilitate client discussions that deliver customized actionable insights (this could be to supplement in between QBRs, or to re-engage a client that has gone dark)

• Ensure the client understands the value of the services available and being received to ensure renewals with increased value to the company

Administrative (20%)

• Maintain and utilize current sales materials, as well as ongoing updates to products, tactics, features, etc.

• In collaboration across Inmar cross functional teams, support development and refinement of Product and sales materials (i.e. case studies) 

• Manage travel expenses and budgets, in line with Inmar policies, if applicable

• Performs other duties as assigned

Required Qualifications:

• Bachelor’s Degree in Business, Marketing, Communications, or related industry

• Minimum of 3-5 years of experience in marketing, partner management, and/or CPG Account Management  

• Experience in data-driven strategic planning

• Excellent written and verbal communication skills

• 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

• Experience with data sources and visualization tools preferred

• Proficient in Microsoft Office (especially PowerPoint and Excel) 

• Competent in Salesforce 

• Advanced Beginner iSeries 

Individual Competencies:

• Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.

• 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.

• Collaboration: Works collaboratively with others to achieve group goals and objectives.

• Inclusivity: Actively seeks to include and engage everyone regardless of backgrounds, cultures, or demographics to leverage the wealth of knowledge, insights and perspectives of a diverse workplace

• to spark creativity and propel innovation in an open and trusting environment.

• Influential Communication: Fosters open communication, speaks truthfully and with one voice through clear and consistent messages, listens to others and values all opinions while acting in a respectful manner to influence an outcome, impact, or effect, and responds appropriately to concerns of others.

• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

• Procedures: Develops effective departmental procedures and short and long-term goals and programs to improve productivity, increase effectiveness, cut costs, and take advantage of opportunities.

• Vision and Strategy Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities, and implementing plans consistent with the long-term interest of the organization in a

• global environment.

• Urgency: Transfers mission to action by acting clearly and decisively to analyze and implement solutions regardless of pressure or uncertainty and maintains a sense of urgency to complete tasks, accomplish goals, and act in ambiguous and complex situations.

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.

#LI-DM