Client Success Manager

ICUC is a team of creatives, strategists, content creators and social media managers working directly with brands to deliver first-class, social media expertise, helping our clients to bring their brand stories to life.

You can become a part of a fast-paced, exciting, and fun work environment, all from the comfort of your own home – ICUC is a fully remote company and has been since day one. Our mission is to remind the world that there are humans behind brands. That does not only apply to our clients and social media communities but first and foremost to the workplace. Our culture is built on a foundation of collaboration, responsibility, and trust, meaning you will be recognized for your hard work and achievements. We believe in supporting a progressive culture that allows you to feel at home, enjoy equal opportunities, and grow with us. At ICUC we achieve things together, as a team.

In the role of a Client Success Manager, Regulated, you will be responsible for being at the front line, delivering best-in-class account management to ensure our clients achieve their goals. Your mission is to retain and grow their business by identifying and implementing the ICUC products and services that will help them recognize value and meet their goals. You will work closely with the people on the revenue and operations teams, in addition to your Director, to grow and retain your accounts.

The role requires you to be a confident self-starter with strong project management skills. We value entrepreneurial thinking, and the pace of our business requires a focused attitude. You must bring an enthusiastic business ethic, a service-oriented ethos and be a team player who can work independently and collectively in a unique virtual environment.

You will work with global pharmaceutical and healthcare companies, operating as the primary client contact and working with senior client stakeholders. These encompass a range of services, from pure moderation work with a focus on safety and brand protection, to full implementation of engagement, insights and creative strategies. You will be working with sophisticated clients, so you will need to be a strategic thinker whose knowledge of social media and digital technology trends will be at the heart of your ability to respond creatively to client briefs, ensuring ICUC is their go-to expert.

Responsibilities:

• Account management experience with responsibility for major brands and/or Fortune 1000 companies, operating as a primary client contact and working with senior client stakeholders
• Advising clients on social media strategy in regard to digital healthcare standards
• Grow the value and long term value of your assigned accounts
• Deliver regular client quarterly reviews, status meetings and presentations while also keeping clients up-to-date on new ICUC products and services.
• Advising clients on social media strategy by working with ICUC’s Strategy and Insights teams
• Work closely to ensure our quality of service meets ICUC standards for our accounts
• Be responsible for overseeing and guiding clients through any updates concerning Pharmaceutical social media regulations
• Support in the set-up and implementation of social media projects as required
• Keep Salesforce Opps and Projects up to date and work with others on proposals and SOWs
• Work in partnership with other client agencies – media, creative, PR, etc.
• Contribute to new business pitches
• Work with senior management to shape ICUC’s strategic offer

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• 3-5 years Account Management experience; preferably 1-2 years with regulated clients
• Pharmaceutical client experience is a must and you should have a strong grasp of this industry
• Proficient experience and knowledge working in organic social media is required. Additional experience with paid social is considered beneficial
• Experience with community management, strategy, and reporting, including experience with Sprinklr, Khoros, and Sprout is preferred
• Excellent written & verbal communication skills with engaging presentation skills
• Workable understanding of regulated organizations for advertising and digital promotion
• Awareness of current social media trends and thorough understanding of pharmaceuticals and healthcare industry business trends to advocate best practices
• Some travel may be required for onsite client visits (valid passport or travel documents are required)

We know through experience that different ideas, perspectives and backgrounds foster a stronger and more creative work environment that delivers better business results. We strive to create workplaces that reflect the clients we serve and where everyone feels empowered to bring their full, authentic selves to work. We are committed to working with our candidates from all ability levels throughout the recruitment process to ensure that they have what they need to be at their best. If you need accommodation during the application or interview process, please contact Canada.Recruitment@dentsu.com or to begin a conversation about your individual accessibility needs throughout the hiring process.