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Industrial Color Client Success Manager in New York, New York

Industrial Color/CoCreativ seeks a Client Success Manager be a key contributor to Industrial Color’s (IC) strategic initiative to grow and expand business and partnerships with existing clients.

Based in NYC this role will support the newly formed Client Success team. You will be the ultimate relationship builder able to link internal groups and thinking to your clients through an integration of client facing activities, improved inter-departmental communications, and brand awareness of IC’s comprehensive service offerings. In this role you will manage client partnerships and needs while cross selling/promoting new services and programs that will boost and grow client business; ultimately helping guide them to success.

Primary Responsibilities Include:

Retention: Sustain and Manage Client- Partner Relationships:

  • Be key client contact; create and manage a significant and meaningful partnership with list of predetermined clients.

  • Make sure client’s needs are met and expectations exceeded and always be their advocate.

  • Identify additional and new opportunities at IC to serve client needs and be able find the right solves for/with clients.

  • Pipeline planning with clients and link that information with IC work and workflow (including client marketing calendars and seasonal planning, budget planning and other milestone management information) ultimately leading to “Client Success Plans” for each client.

  • Focus on the delivery of excellent client services and client associations—finding what is most important and key in service and relationship building. Ensure these criteria are maintained on a client-by-client basis and always provide A+ service.

Service and Client Growth: Guide, Lead and Recommend the Right Solutions to Clients:

  • Cross-sell/promote capabilities to existing clients: working with your BU's and clients determine what is compelling in individual business lines--be able to spot an opportunity and engage the right stakeholders to let that idea flourish

  • Liaise with client and Industrial Color to align interests and develop meaningful collaborations and the integration of multiple work streams and teams.

  • Understand challenges, stay in front of these and decide best way to tap in and solve.

The CSM will additionally take a company-wide approach to the strategic importance of client success…

  • Provide the leadership across IC that improves client outcomes and be able to advise on any roadblocks or issues and be able to problem solve which will lead to possible growth and opportunities.

  • Working with each client and internally with each BU to determine what is most important for client growth and development and helping to id fresh and relevant opportunities.

  • Develop the systems and processes to achieve an optimal client journey

  • Create, maintain and improve the client journey model as an ideal state identifying gaps and shortfalls between model and actual

  • Improve and cultivate communications protocols between departments ensuring timely actionable information

  • With your manager partner with Business Units to produce, manage presentation materials and review plans with client.

  • Optimize the sales and account management process including sales pipeline and service delivery this includes managing and creating dashboard and QRB reporting for your defined clients and being the lead on defined accounts at agency. You will ensure information on reports is actionable, updated and accurate to your best ability.

OTHER:

  • Discover and rediscover Industrial Color brand, culture and determine best path for growth.

  • Present a positive and professional image

  • Travel required to visit clients and other office locations

  • Be client and company advocate

  • Attend industry events Industrial Color/CoCreativ seeks a Client Success Manager be a key contributor to Industrial Color’s (IC) strategic initiative to grow and expand business and partnerships with existing clients.

  • Based in NYC this role will support the newly formed Client Success team. You will be the ultimate relationship builder able to link internal groups and thinking to your clients through an integration of client facing activities, improved inter-departmental communications, and brand awareness of IC’s comprehensive service offerings.

  • In this role you will manage client partnerships and needs while cross selling/promoting new services and programs that will boost and grow client business; ultimately helping guide them to success.

Requirements

  • Minimum of 5 years industry experience with a background in production, account management and/or client services.

  • A 4-year college degree is preferable.

  • Outgoing personality, excellent communication skills, be a self-starter and highly motivated.

  • Understand how to navigate complex situations, have a service mindset/ knowledge about providing best in class experience for clients and are adept at relationship building.

  • Entrepreneurial spirit and an ability to apply key learnings on account priorities and objectives.

  • Ability to work cross functionally to drive positive results will be key.

  • Experience working directly, and in collaboration, with multiple business units, including Sales, Account Management and Production preferred.

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