Social Media Client Success Manager

About the role

ICUC, a social media solutions provider, is hiring a Client Success Manager in Ontario, working remotely. The role sits at the front line of account management, helping clients retain and grow their business by identifying and implementing ICUC products and services. It involves full-scale, long-term projects for global brands, from moderation focused on safety and brand protection to engagement, insights and creative strategies.

Key responsibilities

• Manage major brands and/or Fortune 1000 companies as primary client contact, working with senior client stakeholders
• Grow the value and long-term value of assigned accounts
• Deliver regular client reviews, status meetings and presentations, and keep clients updated on new products and services
• Advise clients on social media strategy with the Strategy and Insights teams, and support project set-up and implementation
• Keep Salesforce opportunities and projects up to date, and work on proposals and statements of work
• Partner with other client agencies (media, creative, PR, etc.) and contribute to new business pitches
• Work with senior management to shape ICUC's strategic offering
• Meet annual retention targets, support upsell targets, maintain high client satisfaction through NPS surveys, and stay within cost-efficiency targets

Required profile

• At least 3 years of experience in social media management, ideally in an agency setting with enterprise clients
• Background in Social, Marketing, Public Relations, Communications, Public Affairs or a related field preferred; equivalent experience considered
• Fluent English; proficiency in other languages is an asset
• Willingness to travel for onsite client visits and to undergo a criminal record check
• Access to a desktop or laptop, high-speed internet (minimum 30 mb/s), headset, mic and webcam

Required skills

• Organic social media management; paid social expertise highly regarded
• Familiarity with community management, strategic planning and reporting; experience with Sprinklr, Khoros and Sprout preferred
• Microsoft PowerPoint and Microsoft Teams

What we offer

• Salary range of $70K-$80K, depending on experience, knowledge and skills
• Medical, dental, RRSP, paid time off and/or other benefits for permanent employees