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Client Success Manager

BrightWave needs a fantastic Client Success Manager in its life. This person will guide delivery & execution of a client’s scope of work (SOW) while focusing on the client relationship and client satisfaction- and they’ll do it with a remarkable amount of skill and good grace. This includes managing all external/internal communications related to project/campaign planning as well as non-project related communication, including resource allocation and estimates and providing both internal and external status as needed. The CSM is also responsible for escalating project and client issues/risks. This role will influence account growth, but will not be responsible as this ownership lies with the Account Director.

The CSM will also help drive budgeting and timeline goals by setting the expectations of the project/scope, both internally and externally, through clear, direct and specific communication. And they can do all that without breaking a sweat. The CSM reports to the Sr. Director, Client Solutions and collaborates closely with the Account Director and Strategist roles.

Key Qualifications:

  • 4+ years of account, project and/or campaign management experience, ideally with an interactive agency
  • Extensive understanding of digital projects (including email programs), & associated platforms
  • Experience with project management processes and deliverables: requirements gathering, timeline development, trafficking, resource forecasting/budgeting within scope requirements, campaign briefs, risk/issue identification & escalation
  • Knowledge of project management tools (Basecamp, Microsoft Project, TeamworkPM, etc.)
  • Hands-on experience with one or more Email Service Providers / Marketing Automation tools (ExactTarget, Responsys, Marketo, Pardot, Silverpop, Eloqua, etc)
  • Familiarity with quality assurance (QA) protocols and ownership of QA sign-off for all deliverables
  • Significant experience working with creative and technology resources and a thorough understanding of related deliverables
  • Solid problem-solving experience and ability to resolve issues
  • Ability to multitask and prioritize under ever-changing needs and schedules; handling multiple accounts at once while meeting tight deadlines
  • Strong organizational skills and proactive manner
  • Client-facing experience and/or professional services experience
  • Team player with strong interpersonal skills and the ability to articulate ideas clearly in both oral and written communication
  • Bachelor’s Degree or Advanced Degree in a related field

 

BrightWave is a fast moving, high growth email focused agency (Inc 5000 list the past five years) that is all about delivering remarkable results to our clients (which include some of the best brands in the world). This is a key role with great responsibility and opportunity for growth.

If you'd like to be part of an award-winning, collaborative and downright fantastic team, then we look forward to hearing from you!

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