Client Success Manager

POSITION DESCRIPTION

The Client Success Manager (CSM) serves as a client-centric liaison between ITA Group clients and internal cross-functional teams to ensure the timely and successful delivery of services and solutions according to client needs, per contract(s). The CSM manages customer solution, incentive and employee experience programs and develops and maintains favorable relationships with assigned clients. The CSM is responsible for representing the voice of the client and leading a team of cross-functional subject matter experts dedicated to meeting the needs of the assigned program(s).

POSITION REQUIREMENTS

• 5+ years of proven client success management or other relevant experience.
• Experience in delivering client-focused solutions based on client needs.
• Proven ability to manage multiple projects at a time, with an ability to partner with and/or delegate tasks.
• Excellent listening, negotiation and presentation skills.
• Excellent verbal and written communications skills.
• Bachelor's Degree in Marketing, Advertising, Management or Business Administration or equivalent work experience.
• Self-motivated and able to thrive in a results-driven environment.
• Natural relationship builder with integrity, reliability and maturity.
• Ability to prioritize among competing tasks.
• Critical thinking and problem solving skills.
• Understanding of website development, measurement and analytics, content management, digital marketing and technology solutions.
• Excellent time and project management skills.
• Keen attention to detail and adherence to deadlines.
• Proficient with Microsoft PowerPoint, Microsoft Word and Microsoft Excel. Experience with Project Management Software and CRM system knowledge beneficial.
• Knowledge of financial and accounting principles with experience in preparing and assessing budgets and profitability.
• Experience in effective communication and relationship building skills, business writing and client presentations. Ability to interact with all levels of client management.
• Experience working with and leading cross-functional teams. Excellent interpersonal skills with the ability to take and give direction within a matrix organizational structure and team environment.
• Ability to generate enthusiasm and dedication to support team members in order to achieve client business objectives.
• Measurement of program performance. Experience in preparing, monitoring and analyzing data to present and support program measurement and analysis findings.
• Solid business acumen with a positive, professional attitude, able to build strong relationships and earn the respect of colleagues and customers. Experience and ability to interact with senior managers and executives.
• Ability to think and act in a proactive manner. Capable of seeing the big picture while understanding how each element contributes to the greater whole. Must be competent to project how a change or delay in one area will impact the overall project. Willingness to try new ideas and challenge status quo.
• Ability to display a sense of urgency, ownership and accountability.
• Ability to listen, understand and respond to external and internal customers' needs in a timely manner. Customer service experience in a service-related industry preferred.
• Ability to travel on behalf of the company as necessary.
• Ability to work the time necessary to complete projects and/or meet deadlines.