Client Success Manager

The Client Success Manager is part of the Global Client Success team and provides account management and high-level support to customers and project teams.

This role is focused on client satisfaction, retention and growth by developing successful client relationships and identifying/selling opportunities for organic growth.

Additionally, serves as the business partner and liaison between Brierley and the client.

RESPONSIBILITIES: Work closely with the client and internal stakeholders to increase current business value and mitigate risks with existing client and strengthen client relationships.

Provide day to day client support managing multiple stakeholders and projects Business partner for installation/implementation Build strong client relationships, especially with key client stakeholders and sponsors Manage client expectations, ensure needs are met, and lead them to high satisfaction Make sure all deliverables fulfill client business needs Provide guidance and advice grounded in understanding their program, market, business needs and environments/Brierley integration in order to provide advice/guidance Identify and initiate conversations on growth opportunities.

Conceive, recommend and oversee innovative solutions for clients Discovery and elicitation of needs (either stated or forward thinking) Evangelize our solutions (products, methodologies, etc.) to clients Engage internal support teams to ensure client satisfaction and strengthen ties with customers Collaborate with client and internal support teams to achieve sustainable growth Coordinate the installation and integration of services for customers.

Ensure product-related inquiries are addressed on time Provide developers/product team with customers feedback on product/product performance to help identify potential new features or products Sales/needs assessment (min 2X/max 4X per year): analyze client needs and suggest upgrades or additional features or services to meet their requirements Own/drive key account metrics e.g.

revenue, profitability Account Financial Management: Proposals, Contract Renewal, New SOW, Invoicing, etc.

Some travel required to client site-post pandemic (several trips per year) QUALITIES Customer-oriented listener, attentive to client needs Great interpersonal, presentation and communication skills Adept at identifying opportunities and selling Critical thinker and problem-solver Provide quick and effective solutions Proficient at seeing things from different angles (pros/cons, strengths/weaknesses) Able to execute quickly Self-starter Team player Organized with good time-management skills A proven track record of Client Service, Technical Account Management or other relevant experience.

REQUIRED EXPERIENCE: Account Management/Client Success Experience: 5-8 years relevant experience in a client services role at a Loyalty/CRM/Marketing agency, management consulting firm, or leading retailer; Communication Skills: Exemplary written and oral communication skills.

Communicates effectively, upwards and downwards within the organizational structure.

And manages client concerns with a high-level of professionalism and sense of urgency; Loyalty & Campaign Management Experience: Solid understanding of loyalty and CRM agency process and integrated disciplines; Analytical Skills: Experience being a strategic advisor is a must and experience with qualitative and quantitative analysis through customer-centric marketing programs is a plus; Interpersonal Skills: Track record of establishing strong trusted relationships with large corporate clients (retail experience is a plus); Industry Experience: Retail, loyalty marketing, or digital marketing experience preferred.

WORK LOCATION Although our corporate office is in Frisco, Texas, all Brierley employees are working remotely and we invite candidates anywhere in the US to apply.

If you are located in the Dallas/Fort Worth area, you will have the option to work at our beautiful, new corporate office.

ABOUT BRIERLEY Brierley is the industry leadertransforming loyalty around the world.

Our focus is turning client challenges into successful and profitable loyalty program solutions.

Brierley brings together innovative thought leadership, unparalleled expertise, and advanced technologies to help brands win customers hearts and minds.

In addition to our evolutionary platform LoyaltyOnDemand, Brierley offers the full breadth of services to drive unprecedented loyalty success: program design, strategy, research, analytics, customer insights, creative, and digital solutions.