Job Description

Under the direct supervision of a manager, the Client Success Manager, IFM is responsible for managing, optimizing, and maximizing client contracts. They will grow and leverage lasting relationships with a select list of our mid-tier and emerging brands clients by providing proactive support and engagement to help our clients achieve their desired outcomes.In coordination with Sales, they will meet and exceed contract volumes, identify upsell and expansion opportunities, and provide actionable insights to their clients. They will ensure that clients maintain a high level of satisfaction and engagement with Inmar\xe2\x80\x99s FinTech products and services. The Client Success Manager, IFM will monitor, optimize, and refine the clients\xe2\x80\x99 promotions, as well as create internal benchmarks and expectations (as applicable for each service level).Primary Accountabilities:Influence (40%):Work closely with a list of current FinTech clients on their new promotions, monitor performance, manage activity to current contract volumes, and identify expansion opportunitiesEstablish and develop trusted, long term relationships with assigned client(s)Develop a holistic view of clients\xe2\x80\x99 business including knowledge of promotions plans, objectives, strategies, and challengesLead internal and external communications, garnering support and getting appropriate buy-in across teams - this can relate to troubleshooting, ad-hoc requests, trainings, demos, and trialsWork with multiple departments at Inmar (e.g. Sales, Data Management, Reporting, Onboarding, Product, Finance, etc.) to support client needs, understand trends of their business, identify and seize new opportunities to grow revenue, and resolve any potential issuesTrack and optimize customer utilization of the Fintech Portals, to support clients in more efficient day-to-day tracking of their businessCollaborate with Sales during the client contract renewal processCommunicate the voice of the client to Product teams regarding potential process improvements, product enhancements, and ease of useStrategic (40%)Develop and monitor campaign metrics to support efficient assessment and optimization of promotions, making informed and timely recommendations to enhance performanceIn partnership with Sales, deliver Quarterly Business Reviews at a regular cadence with actionable insights and recommendations for future promotions and new opportunitiesObtain expertise on industry trends, technology, best practices, and regulations of relevance to Inmar\xe2\x80\x99s FinTech products and servicesWork to understand Inmar\xe2\x80\x99s FinTech solutions and translate how Inmar\xe2\x80\x99s products and solutions align with clients\xe2\x80\x99 objectives and pain pointsUtilize available raw data/reporting, client objectives/pain points, and industry trends to facilitate client discussions that deliver customized actionable insights (this could be to supplement in between QBRs, or to re-engage a client that has gone dark)Ensure the client understands the value of the services available and being received to ensure renewals with increased value to the companyAdministrative (20%)Maintain and utilize current sales materials, as well as ongoing updates to products, tactics, features, etc.In collaboration across Inmar cross functional teams, support development and refinement of Product and sales materials (i.e. case studies)Manage travel expenses and budgets, in line with Inmar policies, if applicablePerforms other duties as assignedRequired Qualifications:Bachelor\xe2\x80\x99s Degree in Business, Marketing, Communications, or related industryMinimum of 3-5 years of experience in marketing, partner management, and/or CPG Account ManagementExperience in data-driven strategic planningExcellent written and verbal communication skillsStrong project management skills; acute attention to detail and organizationAbility to prioritize and manage multiple tasks requiring follow-up and meeting deadline(s); must thrive in a fast-paced, dynamic atmosphereExperience with data sources and visualization tools preferredProficient in Microsoft Office (especially PowerPoint and Excel)Competent in SalesforceAdvanced Beginner iSeriesIndividual Competencies:Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.Collaboration: Works collaboratively with others to achieve group goals and objectives.Inclusivity: Actively seeks to include and engage everyone regardless of backgrounds, cultures, or demographics to leverage the wealth of knowledge, insights and perspectives of a diverse workplace to spark creativity and propel innovation in an open and trusting environment.Influential Communication: Fosters open communication, speaks truthfully and with one voice through clear and consistent messages, listens to others and values all opinions while acting in a respectful manner to influence an outcome, impact, or effect, and responds appropriately to concerns of others.Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.Procedures: Develops effective departmental procedures and short and long-term goals and programs to improve productivity, increase effectiveness, cut costs, and take advantage of opportunities.Vision and Strategy: Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities, and implementing plans consistent with the long-term interest of the organization in a global environment.Urgency: Transfers mission to action by acting clearly and decisively to analyze and implement solutions regardless of pressure or uncertainty and maintains a sense of urgency to complete tasks, accomplish goals, and act in ambiguous and complex situations.The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.While performing the duties of this job, the associate is:Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.Occasionally: Job requires this activity up to 33% of the timeFrequently: Job requires this activity between 33% - 66% of the timeRegularly: Job requires this activity more than 66% of the timeAs an Inmar Associate, you:Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.Support a safe work environment by following safety rules and regulations and reporting all safety hazards.We are an Equal Opportunity Employer, including disability/vets.#REMOTE#LIREMOTEWe are an Equal Opportunity Employer, including disability/vets.

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