Client Success Relationship Manager (Enterprise)

Job Responsibility:

Title: Client Success Relationship Manager (Enterprise) Department : Client Success Language : English Location: Ontario - Remote

Who we are:

Agility PR Solutions provides today's communicators with powerful and intuitive media outreach, monitoring, and measurement solutions. For almost twenty years, Agility has helped clients from across industries and continents discover relevant journalists and influencers, make meaningful connections with the media, amplify their stories, monitor media coverage and social conversations, and report on the impact of their public relations activities. Agility is one of the fastest growing companies in the PR tech space and it's recognized by users on G2 for ease of use, quick implementation, and outstanding customer service.

We are a remote-first company, with colleagues based across vibrant cities in Canada, US, the UK, Philippines and India. We are intentional in helping our teams realize their full potential, and continue to invest in their learning and development, career progression, offering competitive pay and benefits, enabling leadership and work environment.

About the Role:

Working with some of the world's biggest companies and reporting to the Client Success Team Manager, the Client Success Relationship Manager (CSRM) is in a critical client-facing position in a professional services department. Primary responsibilities include fostering strong relationships with our enterprise-level clients. This role requires a blend of strategic account management, customer advocacy, and a deep understanding of our solutions to ensure maximum value realization for our clients.

The deliverables include media coverage briefs, analysis reports, training on the Agility platform and advising clients on best practices for managing, sharing, and reporting on their media content. Working with local and overseas teams, the CSRM is expected to work independently to manage client expectations, identify and solve pain-points, manage timelines, and provide guidance to junior team members.

As part of the Client Success Team, the Client Success Relationship Manager actively participates in team meetings and liaises with other departments (such as Account Management, Engineering, and Sales).

Successful Client Success Relationship Managers have strong leadership and problem-solving skills and excellent time-management, organization, and communication skills.

What you'll be doing:

Strategic Account Management:

• Develop and maintain relationships with key stakeholders within enterprise-level accounts.
• Understand client objectives and align Agility PR Solutions' offerings to meet their needs effectively.
• Collaborate cross-functionally with sales, product, and support teams to drive client success.
• Successfully leverage the full analyst team to ensure that all deliverables are completed to a high standard consistently.

Customer Advocacy:

• Serve as the primary point of contact for clients, ensuring their concerns are addressed promptly and effectively.
• Advocate for client needs internally, influencing product enhancements and service improvements based on feedback and insights.

Value Realization:

• Partner with clients to identify opportunities for leveraging Agility PR Solutions' products and services to achieve their business goals.
• Provide training and guidance on best practices to maximize the value of our solutions within client organizations.

Retention and Growth:

• Monitor client usage and engagement metrics, proactively identifying risks and opportunities for expansion.
• Collaborate with the sales team on renewals and upsell opportunities, contributing to revenue growth targets.

Feedback and Insights:

• Gather client feedback to inform product development and service enhancements.
• Stay informed about industry trends and competitive landscape to provide strategic insights to clients.
• Mentoring Specialists and Analysts in client management tasks, completion of deliverables, and proactive outreach.

What we need you to bring:

• Bachelor's degree or Diploma in Business, Marketing, Communications, or a related field.
• Minimum of 3-5 years of experience in account management or customer success, preferably in the PR or media monitoring industry.
• Strong understanding of PR and media monitoring tools and technologies.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with enterprise-level clients.
• Proven track record of driving customer satisfaction, retention, and growth.
• Strategic thinker with the ability to identify and act on opportunities to add value for clients.
• Experience working with tight deadlines and managing multiple competing priorities in an efficient and timely way.
• Comfortable working on multiple software simultaneously and easily adaptable to upgrades and recent technology.
• Efficient and clear when training internal team members and clients on our products and tools.
• Solid understanding of MS Office, particularly Excel, Word, and PowerPoint.
• Excellent oral and written communication skills, able to interact with clients and overseas coworkers clearly and concisely.
• Ability to provide consultative customer service experience to clients via phone and email.
• Strong analytical skills.
• Superior attention to detail.
• Solid understanding of MS Office, particularly Excel, Word, and PowerPoint.
• Strong reading comprehension. Ability to quickly read text and decide on relevance/importance for each client based on their specific requirements.
• Available for flexible work hours - early mornings may be required.
• Previous media monitoring and/or data analysis experience an asset.

What we offer:

• Fully remote work environment
• Collaborative culture - and key tools enabling it
• Competitive compensation package
• Health, Dental & Vision benefits
• RRSP matching
• Employee Assistance Program (EAP)
• Career Development & Progression opportunities
• Paid Vacation & Personal Days; and Sick days
• Flex Fridays in Summer, Week off between Christmas and New Years'
• No Meetings Fridays

Application deadline:

At Agility, we strive every day to build a more inclusive work environment and introduce tools that enable it. We strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation.

Even if you find yourself not checking all the boxes of our listed requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and other potential role matches open now or in the future.

If, at any stage of the application process, you require accommodation owing to disability or a medical need, please let us know at Voir email sur ca.edajobs.com for us to make appropriate arrangements.