Client Success Manager

Client Success Manager

About Stelter: We partner with nonprofit organizations to inspire generosity and strengthen philanthropy through strategic marketing and planned giving solutions. Our team is collaborative, creative and driven by a shared commitment to making a meaningful impact for the organizations and communities we serve. If you're looking for an opportunity to make a lasting impact, we invite you to learn more about this role and what it's like to build your career at Stelter.

Work location: We are currently only considering candidates who are in the Des Moines, IA metro area. Stelter offers a flexible hybrid work environment.

About the Role: The Client Success Manager (CSM) leads the successful execution of print, digital and integrated marketing campaigns for an assigned client portfolio. The CSM serves as an in-flight guide to ensure the timely and successful delivery of marketing results. Drawing on marketing agency and project management expertise, the CSM builds strong client and internal relationships while managing scope, timelines and deliverables to ensure timely, successful results.

Essential Functions and Responsibilities

1. Serves as internal account delivery leader

• Works in close communication with internal and external account executive team to understand business requirements, project scope, timing and contract deadlines for both new and existing clients.
• Oversees execution of projects, including collection of assets, assignment of work to resources and project hours
• Provides regular touch points with the client to relay project status.
• Creates and maintains account and project documentation for client and internal team.
• In partnership with the resource manager, coordinates necessary staff resources and capacity for projects at hand.
• Consults with subject matter experts, as necessary, to carry out marketing plans and projects.
• Leads collaborative meetings and communicates effectively with internal teams and/or outside vendors to ensure projects are on time and meet client's quality expectations.
• Surfaces client issues ("cases") to the appropriate people for resolution.
• Prioritizes and manages daily workload to maintain client satisfaction.
• Works within all established SOPs, guidelines and Stelter policies.
• Uses training resources to gain a deep knowledge of products and services.

• Ensures overall client satisfaction for both new and existing clients

• In partnership with account executives supports a comprehensive client onboarding experience to set expectations of partnership, including timing and messaging strategies.
• Supports the global vision, strategy and direction of the program.
• Serves as the main point of client contact for project execution including assistance with Stelter systems as needed.
• Supports Account Executives with client communication throughout customer lifecycle, assisting with client proposals as needed, and contributing to year-end reviews and other client-facing deliverables.
• May include some travel to industry conferences and/or client visits.

Competencies

• Credibility and Integrity
• Builds trust through honesty, ethical behavior, professionalism, and consistent alignment between words and actions.
• Spirit of Service
• Demonstrates a commitment to understanding and meeting the needs of clients, colleagues, and stakeholders by delivering value, building trust, and fostering positive experiences.
• Effective Communication
• Exchanges information clearly, accurately, and professionally while ensuring understanding, fostering collaboration, and strengthening relationships across audiences and situations.
• Adaptability
• Modifies behaviors and approach in order to deal effectively with changes in work environments, requirements, processes, or tasks.
• Organizing & Planning
• Arranges information, materials, timelines, and resources to accomplish goals. Breaks large projects into smaller, more manageable components, and uses prioritization and effective time-management to accomplish the work within each component.
• Collaboration
• Identifies opportunities and takes action to share ideas, work on common goals, and build relationships between one's work area and other areas.
• Problem Solving
• Defines and understands problems before generating solutions. Methodically identifies root cause and solutions, takes action, then evaluates results.
• Critical Thinking
• Analyzes information objectively, identifies patterns and root causes, evaluates alternatives, and makes sound recommendations that balance risks, opportunities, and business objectives.

Knowledge and Skill Requirements

• Understanding of marketing principles and concepts
• Proven experience in project planning & execution, including workflow management skills
• Knowledge of print and digital production processes preferred
• Account partnership and client communication
• Strong attention to detail
• Technology proficiency required: Microsoft Office and PM software

Education and Experience

• Bachelor's degree in marketing, business or a related field; equivalent education and experience will be considered
• 5+ years of experience in marketing, fundraising, project management or related
• Experience in an agency setting in the direct response fundraising or marketing industry is strongly preferred

As a company committed to helping people create the world they wish to see through the power of philanthropy, The Stelter Company provides equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.