Client Success Manager -- PR agency

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THE PURPOSE OF A RED FAN CLIENT SUCCESS MANAGER

Red Fan Communications is hiring an experienced Client Success Manager to join our team in Austin, Texas. At Red Fan, Client Success Managers ensure our clients are raving fans who are overwhelmingly pleased with our support, creative solutions, and ability to achieve results that meet their goals. Our commitment at Red Fan is to be client-centric. Our clients trust that we are focused on their success and concerns while demonstrating a level of communication, professionalism, and results they can be proud of.

Client Success Managers lead high-profile accounts, emphasizing integrated marketing and communication strategy development, clear roles, and goals paired with superior execution that leads to retention, renewal, and referrals. In addition, they are responsible for managing performance standards and reinforcing expectations of success. Client Success Managers report to the Vice President of Client Success and the President of the agency. In this role, they support agency senior leadership with reporting, securing success metrics, and testimonials from client engagements. They participate in vetting new business opportunities. 

Revenue Management

  • Responsible for supporting the growth of a multi-million dollar agency through superior client relations and results. This includes nurturing existing client relationships, growing retainers through additional services, developing client referrals and supporting the new business team with proposal development.
  • Proven ability to support strategy for annual company P&L goals by leading Red Fan’s customer success efforts in measurable ways with net project profit margins 
  • Maintain clear communication with the Client Services team to manage team hours and agency resources. This includes managing effective time-tracking, client billing, scope creep, activity reports and general administration, meeting all required deadlines.
  • Stay ahead of client needs by pinpointing additional agency services and drive awareness of those needs to our marketing channels and work with agency leadership to build out those new offerings.
  • Coordinate with Client Services teams on pricing and assigned team members to ensure potential clients are meeting the team members that will indeed work on their account (resource management).
  • Work with the Client Services team to successfully renew agency accounts.  

Successful revenue management is evidenced by services group utilization by area of expertise and individuals plus revenue under contract, client renewals, and overall account profitability.

PR Results, Client Service and Business Development

  • Lead a team in generating high-quality results based on each of the assigned client’s goals
  • Assume a “buck-stops-with-me” responsibility for client programs
  • Take a data-backed approach to strategy as well as measuring results in terms that clients appreciate and value 
  • Direct and guide agency teams and provide senior strategy with high-value clients
  • Maintain strong relationships with media and other industry contacts that serve our B2B client interests
  • Invest in a strong understanding of integrated marketing and communications to consistently provide clients with the best recommendations, services, and partnerships when needed
  • Ensure strong internal relationships with both the client and agency teams to ensure that you can take the lead on client outreach, research, presentation development, and regular participation, negotiation, and closing of client renewals and new business pitches with the services team, CFO, and the owner of the agency
  • Direct PR programs, launches, and plans; press tour management; attendance as required
  • Strategic thinking; active participation in positioning workshops, and add value/counsel to all program elements (i.e., customers/speaking, media, top tier business press and senior industry analysts, and well-known industry pundits)
  • Supervise team members on client presentations, including creation and correct positioning for flow and/or strategic editing.
  • Ensure a complete understanding of client technologies and markets in a wide variety of industry sectors; it includes imparting knowledge to the team and directing their research efforts.
  • Manage team accountability to deliver client results; serve as primary contact and strategic direction for all team members; coach and instruct an entire team through a launch and orchestrate the various components within the team.
  • Oversee development of client company/product narrative and messaging. Provide direction, edit, 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 client-facing communication and materials are accurate, edited, and meet Red Fan
    Communications standards.
  • Other duties as assigned

Successful client service is measured by achieving client benchmarks and goals as evidenced by client renewals, referrals, references, low team, and client turnover, as well as other internal success measurements.

Company Leadership/People and Team Management

  • Oversee onboarding, training, and professional development of Client Success team members, providing consistent direct feedback, mentoring, and coaching to support growth in skills and career advancement.
  • Embrace a Radical Candor management style, holding team members accountable to performance standards and identifying any areas of underperformance, communicating promptly to agency leadership.
  • Mentor staff, instilling Red Fan values, providing support and guidance in client relations, campaign execution, and internal collaboration.
  • Identify training needs and design and execute Red Fan University programming, educating staff on best practices and skills development as it applies to Client Success.
  • Identify operational needs and gaps in software, tools, and resources. Assist in the vetting and selection of new resources.
  • Identify areas of improvement in agency processes and work with leadership and staff to implement solutions.
  • Participates and leads internal training brainstorms and team building sessions to demonstrate knowledge and leadership; coaches others.
  • Strong leadership skills and presence that include impactful communication, negotiation, and polished presentation delivery/counsel.
  • Serve as a role model for everyone, uphold agency values, policies, and procedures, lead by example, and promote team building.
  • Be ready, willing, and able to roll up sleeves and help do what it takes to get the job at hand done with top results.
  • Provide direct feedback and coaching daily to team members to help their career development and job performance successes. 
  • Resolve any team job performance issues such as accountability, productivity, or unacceptable client performance directly with the head of client services, involving the agency president or HR when necessary. 
  • Assume personnel management for direct reports and help others in their growth and ability to manage others; this includes conducting performance reviews, employee development, coaching/mentoring, promotion, or probation.
  • Invest in your expertise and growth
  • Other tasks as assigned

SKILLS AND QUALIFICATIONS

  • 5+ years agency experience on B2B and technology accounts with a proven track record of increasing responsibility and leadership.
  • Minimum three years of experience successfully managing at least two direct reports and/or a matrixed team organization with teams assigned to client projects.
  • Extremely level-headed, quick-thinking, and adept at remaining focused under pressure.
  • Demonstrate a passion for team collaboration and client success.
  • Must think critically with limited supervision, effectively managing teams and timelines across multiple projects simultaneously.
  • Excellent communication skills across all channels.
  • Solid writing skills are a must.
  • Extremely responsive to client and staff correspondence, both during and outside office hours.
  • Always at the forefront of industry trends and news, providing proactive recommendations for clients.
  • Never misses a deadline. Ever.

 

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Location

200 E 32nd St, Austin, TX 78705

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