Client success manager Jobs in Austin, TX

CLIENT SUCCESS MANAGER

Client Success Managers lead highprofile accounts partner with Red Fans Client Services team to guide integrated marketing and communication strategy development establish clear account roles and exceed goals to drive client retention renewals and referrals. In addition they are responsible for managing performance standards and reinforcing expectations of success. Client Success Managers report to the Director of Client Success. In this role they support agency senior leadership with reporting compiling success metrics and securing testimonials from client engagements. They also actively participate in vetting new business opportunities.

RESPONSIBILITIES

Revenue Management

Oversee and maintain $1.4 million in contract revenues. Successful revenue management is evidenced by services group utilization plus client renewals as well as overall account profitability.

Partner with the CEO and Director of Client Success to secure new business to maintain and exceed Red Fans revenue goals by generating business opportunities and oneoff projects that can grow (brand positioning integrated marketing communications media landscaping media training etc..

Responsible for establishing external relationships and pricing with senior management to enhance our offerings.

Manage client accounts within budget and in line with expected net project profit margins.

Support the business development process by participating in new business meetings codeveloping proposals and supporting the Director of Client Success with nurturing and closing new client contracts.

Maintain clear communication with the Client Services team to align team hours and agency resources with customer goals and budget. This includes ensuring effective timetracking and client billing minimizing scope creep developing and monitoring activity reports and meeting all required deadlines.

Stay ahead of client needs by pinpointing additional agency support or services and drive awareness of those needs and work with agency leadership to build out new offerings.

Coordinate with the Director of Client Services on all current and potential client work ensuring that the pricing and assigned team members are knowledgeable about the client and goals and that clients are meeting the team members who work on their account (resource management).

Work with the Client Services team to successfully renew agency contracts.

Integrated Marketing & Communications Strategy

Understand the needs and end goals of the client and recommend where when and how a project starts or how a deliverable is produced.

Collaborate with the Client Services team and provide clear direction to generate highquality results that support the clients goals.

Demonstrate a strong understanding of integrated marketing and communications strategies to consistently provide clients with the best recommendations services and partnerships.

Assume a buckstopswithme responsibility for client programs.

Take a databacked approach to strategy as well as measuring results in terms that clients appreciate and value.

Build strong internal relationships with both the Client Services and Marketing agency teams to initiate and effectively manage client outreach research and presentation development.

Colead brand positioning and integrated marketing and communications workshops. Provide direction counsel and add value around all included program elements (e.g. customers spokespeople media toptier business press and senior industry analysts wellknown industry pundits).

Maintain a strong understanding of the media landscape what drives news and how to build successful media relations programs.

Ensure a complete understanding of client technologies and markets in a wide variety of industry sectors (includes imparting knowledge to the Client Services account team and guiding their research efforts).

Oversee the development of client company / product narrative and messaging in partnership with the Client Services team. Provide guidance edits and final approval on all messaging and related collateral created by staff including press releases pitches briefings fact sheets coverage reports and backgrounders.

Ensure all clientfacing communication and materials are accurate perfectly edited and meet Red Fan standards.

Client Leadership and Account Management

Strong leadership skills and presence including impactful communication articulate and mindful negotiation and polished presentation delivery and counsel.

Serve as a role model : uphold agency values policies and procedures lead by example and promote collaboration and team building.

Collaborate with the Director of Client Success to onboard train and develop Client Success team members.

Participate in and lead internal training brainstorm teambuilding sessions to demonstrate knowledge and leadership.

Share best practices and contribute to Red Fan University training initiatives related to client success collaborating with relevant teams to enhance skills development across the agency.

Serve as a resource for colleagues sharing expertise and providing guidance on client success campaign and internal collaboration reinforcing Red Fan values.

Offer constructive feedback and insights to colleagues contributing to a culture of continuous improvement and professional development.

Contribute to the ongoing improvement of agency processes by identifying opportunities for enhancement and collaborating with leadership and staff on potential solutions.

Support the evaluation of operational needs and identify potential gaps in current software tools and resources providing valuable input to the resource selection process.

Be ready willing and able to roll up your sleeves and help do what it takes to get the job done with top results.

Invest in your own expertise and growth to evolve your understanding of integrated marketing and communications trends.

Qualifications : KEY ATTRIBUTES

Excellence in revenue management : Responsible for supporting the growth of a multimillion dollar agency through superior client relations and measurable results. This includes nurturing existing client relationships growing retainers through additional services developing client referrals and supporting the new business team with proposal development.

Confident trusted advisor : Provide consistent counsel to direct marketing contacts as well as their senior teams (including Clevel). As the goto expert on integrated marketing and communications clients come to you first for guidance brainstorming and strategy. Ensure Red Fan is an invaluable partner at every level of the organization.

Collaborative accountable and adaptive leader : Serve as primary client contact and strategic guide for all account team members. Partner with and coach client teams through campaigns and facilitate information flow from client to Red Fan services team.

EXPERIENCE AND REQUIRED SKILLS

8 years of experience in public relations communications and media relations leading and growing B2B and technology client accounts and a proven track record of increasing responsibility revenue generation and resource management.

Demonstrated experience motivating an internal team to succeed for multiple clients on numerous projects.

Extremely levelheaded quickthinking and adept at remaining focused under pressure.

Must think critically and make decisions with limited supervision effectively influencing crossfunctional teams and managing timelines across multiple projects simultaneously.

Excellent written and verbal communication skills across all channels.

Proficiency in AP Style.

Fluency in wire distribution services media database and monitoring software and other marketing tools including but not limited to Business Wire Cision TrendKite Semrush and Muck Rack.

Extremely responsive to client and staff correspondence.

Always at the forefront of industry trends and news providing proactive recommendations for clients.

Additional Information :

Benefits :

This is a fulltime salaried position that offers full benefits. The role is hybrid with an expectation for 2 3 days onsite each week. The firm is located in the North University neighborhood in Austin TX. We have a strong preference for local candidates.

Remote Work : Employment Type :

Fulltime

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Experience : years

Vacancy : 1