Social Media Client Success Manager (Remote, Ontario)

About the role

ICUC, a social media solutions provider, is hiring a Client Success Manager in its Client Success team, working remotely in Ontario. You will manage major brands and Fortune 1000 companies, acting as primary client contact and helping them retain and grow their business by implementing ICUC products and services. The role works closely with the revenue and operations teams and your director.

Key responsibilities

• Manage major brands and Fortune 1000 companies as primary client contact, growing the long-term value of each account
• Deliver regular client reviews, status meetings and presentations, and keep clients informed of new products and services
• Advise clients on social media strategy with the Strategy and Insights teams, and support the set-up and implementation of social media projects
• Keep Salesforce opportunities and projects up to date, work on proposals and statements of work, and contribute to new business pitches
• Partner with other client agencies (media, creative, PR) and work with senior management on the company's strategic offering
• Meet annual retention targets, support the growth department's 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

• Hands-on experience managing organic social media; paid social expertise highly regarded
• Familiarity with community management, strategic planning and reporting; experience with Sprinklr, Khoros or 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 other benefits for permanent employees