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 emo