HigherVisibility

Customer Success Manager

• Serve as Senior Brand Success Manager managing client accounts and ensuring objectives are met
• Act as liaison between customers and cross-functional internal teams to ensure timely and successful delivery of solutions
• Lead and direct the work of others to support client objectives
• Facilitate communication between the company, the client, and the leaders
• Manage contract creation, onboarding of services, and internal team workflows with Brand Success Managers and other teams
• Attend in-person meetings, conventions, and events as needed (typically 2-3 times per year)
• Lead day-to-day client communication and initiatives including business building, strategy, media, and creative projects
• Build rapport and credibility to foster strong client and partner agency relationships
• Influence development of highest quality work within execution teams (SEO, PPC, IT/Analytics, and others)
• Research and understand the brand, monitor competitors, and identify implications that add value proactively
• Understand clients' long-term and short-term goals and lead the team to stay focused on them
• Develop meeting agendas, take accurate notes, and disseminate information to internal teams
• Build and present client decks including QBRs, yearly reviews, and competitive reviews
• Assist in developing thorough Scopes of Work and detailed timelines
• Manage all client deliverables, deadlines, budgets, and reporting accuracy
• Manage Brand Success Managers/Specialists assigned within partnerships
• Ensure quality work from all team members and concurrently manage multiple accounts and priorities
• Perform other related duties as assigned