Client Solutions Manager

This is a fully remote position, open to applicants in United States, +3 more locations.

📋 Description

• Act as the senior daily client lead across several ongoing programs, establishing trusted relationships from the initial kickoff to renewal.

• Conduct regular meetings with clients to discuss program status, new initiatives, and problem-solving strategies.

• Convert client priorities into actionable execution plans for the field and ensure program accountability for delivery.

• Serve as the primary escalation point for program-related issues and facilitate solutions.

• Create and present cases for growth aimed at transforming temporary, seasonal, and pilot programs into ongoing continuity initiatives.

• Identify and promote incremental growth opportunities, including additional headcount, markets, channels, services, or initiatives.

• Provide results, executive reports, and ROI narratives that support renewal and expansion strategies.

• Assist in developing renewal strategies, Statements of Work (SOW), and commercial terms.

• Oversee the execution across portfolio programs to meet client expectations and contractual obligations.

• Create and maintain reusable playbooks, standard operating procedures (SOPs), and process frameworks for efficient program setup and closure.

• Manage logistics, vendors, and internal shared services for programs.

• Collaborate with the Acosta Group agency network and external vendors and partner agencies.

• Supervise field leaders, including hiring, development, performance management, and succession planning.

• Direct field labor and staffing strategies while designing flexible staffing models.

• Develop and manage scorecards, dashboards, and key performance indicators (KPIs).

• Oversee operational and financial performance; create and manage budgets and review client invoicing.

• Identify opportunities for margin improvement.

• Monitor KPIs and generate weekly and monthly client reports.

• Prepare executive summaries and insights reports.

• Establish standard reporting frameworks, KPI structures, templates, and dashboards.

• Provide consultation on new business presentations, pricing, and program design for opportunities typically valued at $2MM and under.

• Contribute insights from the portfolio, staffing models, and playbook frameworks to new business pursuits.

⛳️ Requirements

• Over 5 years of experience in account management, client service, or program management within an agency, retail, field marketing, or outsourced sales environment.

• Proven success in managing multiple concurrent programs or clients with competing priorities.

• Experience with P&L or program budget ownership, demonstrating a history of achieving goals profitably.

• People management experience, including leadership of field teams across multiple markets.

• Strong preference for candidates with a record of growing client engagements through upsells, renewals, expansions, or conversions from pilot to ongoing programs.

• Experience in collaborating with sister agencies, partner agencies, and external vendors to build processes or playbooks that can be executed by others.

• Excellent client communication skills, with strong verbal, written, and presentation capabilities.

• Exceptional organizational skills and follow-through; ability to navigate ambiguity in fast-paced environments.

• Proficient in Excel/Sheets, Word/Docs, and PowerPoint/Slides.

• A Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.

• Flexibility to work various hours, including evenings and/or weekends as needed.

🏝️ Benefits

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• A dynamic and inclusive work environment.

• Competitive salary with performance-based bonuses.