Senior Client Sucess Manager

THE ROLE:

The Senior Client Success Manager will serve as a key strategic stakeholder in the success and overall happiness of AP’s multi-product clients. The primary function of this role will be to oversee the strategic alignment, collaboration, and execution across the respective delivery teams (ex. affiliate and influencer). This person will also be a primary point of contact for the client, in addition to our product account managers, leading calls and owning centralized client management functions. This is a 100% client-facing role and will sit within the Client Experience team, while working closely with client delivery teams.

By serving as a senior member of the account team focused on client happiness and strategic team collaboration, positive outcomes for this role will be measured by multi-product client growth, retention and overall happiness metrics captured through NPS surveys.  

The ideal candidate will have a proven track record of building and maintaining excellent client and internal stakeholder relationships, along with confidence and top notch written and verbal client communication. This person should be an effective questioner and have a knack for being able to pinpoint trends or when client happiness may be slipping. In addition, the ideal candidate will be strategic in their thought process, bringing new ideas to test and add value to the client’s programs. Lastly, this person will be able to prioritize their time effectively and manage multiple client priorities at the same time.

TOP 5 JOB RESPONSIBILITIES:

1. COHESIVE CLIENT STRATEGY – Understands client’s goals and objectives, ensuring that the strategy being implemented for each product is aligned with client expectations and is being done cohesively across products. Flag to delivery teams when strategy pivots happen to ensure the impact of any shifts are considered across all products. Be aware of strategic initiatives across products, aligning with the team when there may be an opportunity to create efficiencies.
2. CLIENT COMMUNICATION – Consistently provides superior client service and acts as a main point of contact for the client relationship. Effectively leads client calls with confidence, asking relevant questions and bringing together cohesive and strategic product discussions. Ensures client call agendas and topics are fully prepared and ready to be discussed by product account managers. Takes ownership of delivering upon and responding to centralized client communications via calls and email.
3. CLIENT SATISFACTION & GROWTH – Develops strong relationships with client contacts and works to ensure a high level of client satisfaction and trust in our team and services, as reflected by strong retention rates and a net promoter score of 8+. Identifies opportunities for upsells and cross-sells into new product offerings and brings those opportunities to the client for consideration.
4. TEAM COLLABORATION – Be accountable to and lead internal collaboration calls to ensure product teams are sharing knowledge, key learnings and finding ways to create efficiencies. Proactively flag to product teams where there is opportunity to align on strategy or deliverables, with the goal to provide the client a cohesive experience.
5. LEAD, MANAGE, HOLD ACCOUNTABLE – Lead by influence as a key stakeholder in ensuring the client’s overall happiness. Hold product teams accountable to strategic collaboration across products and delivering high quality strategy and services that meet the client's expectations. Proactively flag to relevant stakeholders when you believe client happiness may be at risk. Review deliverables for quality and timeliness, ensuring campaigns and initiatives are kicked off as planned.

WHAT SUCCESS LOOKS LIKE:

BY 3 MONTHS… The Senior Client Success Manager has fully integrated into all premium multi-product clients, leading calls, centralized communications and consolidated reporting deliverables. This person has started to develop strong relationships with client contacts and product account teams alike. All critical internal team collaboration activities are actively in motion. 

BY 6 MONTHS… You are driving successful outcomes for multi-product clients, including meeting the clients goals and objectives, proactively identifying client issues that could lead to unhappiness or attrition, and clients are scoring 8 or higher on NPS surveys. Multi-product clients are being managed effectively and profitably, and all deliverables are A+ caliber. The Senior Client Success Manager has started to identify upsell and cross-sell opportunities to support client growth and is proactively sharing learnings on how to improve and grow our multi-product service offering.

QUALITIES OF THE IDEAL CANDIDATE:

• Excellent client service and communication skills, established success in building relationships
• Strong written and verbal communications skills
• Strategic mindset, brings new ideas and isn’t afraid to test and learn
• Effective questioner and critical mindset, with the ability to dig beyond the surface to identify issues
• Displays confidence, poise, and eloquence in client meetings and difficult situations
• Independent self-starter with a strong internal motivation to get the job done and done well
• Emphasizes an incredible attention to detail and is capable of prioritizing and coordinating several client engagements at once.
• Displays accountability, always meeting deadlines and keeping commitments
• Knows how to collaborate with team members in a remote environment
• Comfortable providing feedback and holding peers accountable
• Thrives in a fast-paced environment and enjoys bringing order to chaos
• Takes a solution-oriented approach to challenges and roadblocks

MINIMUM QUALIFICATIONS & SKILLS:

• 3+ years managing successful client relationships, agency experience preferred
• 2+ years actively manage affiliate or influencer campaigns
• Proven experience in strategy development and identifying trends
• Superior communication and organization skills
• Previous experience managing and motivating direct reports, a plus 
• Knowledge of Microsoft Office suite
• Able to work standard US business hours, ideally EST in support of global multi-product clients
• Ability to travel up to 10%
• Bachelor’s degree or relevant work experience required
  

WHY ACCELERATION PARTNERS?

Founded in 2007, Acceleration Partners is the recognized leader in partnership marketing and a six-time Global Performance Marketing Award (GPMA) winner in the “Best Affiliate and Partner Marketing Agency” category. Acceleration Partners manages programs in 40+ countries for more than 170 brands including Target, GoToMeeting, Noom, ButcherBox, and Betterment. Acceleration Partners’ fully remote global staff of 300+ maintains a singular focus on delivering exceptional outcomes; and delivers deep and data-driven expertise in all key partnership marketing tactics, including affiliate, influencer, content, mass media, and B2B partner marketing. In addition, Acceleration Partners has received awards for its performance and exceptional culture, including "Best Agency" and "Best Team in Performance Marketing ("Performance Marketing Awards"), US Changemakers ("PerformanceIN"), "Best Workplaces" (Inc.), "Best Places to Work" (Glassdoor), and "Most Committed to Work-Life Balance" (Digiday). 

AP PERKS & BENEFITS - WHAT WE OFFER

• 100% remote work for everyone
• Group medical, dental, and vision coverage insurance (with opt-out benefits)
• 401K with matching
• Open Paid Time Off
• Summer & Holiday company-wide shut-down weeks in July and December
• Volunteer and Birthday Time Off
• Focus Fridays
• Paid Parental Leave Benefits
• Wellness, Technology & Education Allowances
• Paid sabbatical leaves, donation matching, and more!!

Benefits may vary based on employment status or country location.

Acceleration Partners is committed to a diverse workforce and we are an equal opportunity employer. We evaluate applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability, or veteran status. 

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*GLSDR

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