About the job

As a Client Success Manager, you’ll be the main contact for some of the biggest restaurant, retail, and service brands in the world—and you’ll get the opportunity to make them even better. In addition to coordinating and managing their experience management programs, you will ensure projects are executed smoothly and establish SMG as a true business partner. Clients will trust you to learn the ‘ins and outs’ of every aspect of their program, so they know how to best serve their customers and employees.

What you can expect in this role:

Put simply, this role is central to our success with clients, so it comes with plenty of contact and visibility with client contacts and SMG leadership. It includes diverse challenges, chances to apply your talents as well as opportunities to be recognized and rewarded for delivering business impact.

Some practical examples of activities within the role include:

Client relationships: Lead status calls with clients, serve as main contact for multiple projects and respond to daily correspondence, monitor the “big picture” of programs by setting + managing client expectations, and evaluating and recommending program improvements that drive business outcomes.

Project management: Oversee the quality of project deliverables, work across SMG teams to align internal resources and meet objectives, while efficiently and effectively tracking project metrics.

Analysis + Insights: Establish a client research agenda, coordinate research efforts, utilize critical thinking + storytelling to develop presentations that make sense of complex datasets, deliver presentations to client executives.

What a Client Success Manager has to say:

"Acting as the primary point of contact for my clients, I need to have a solid understanding of everything SMG provides, and I enjoy being able to touch so many parts of the SMG business—working with a variety of internal teams and constantly learning something new! The breadth of this role is what makes it both challenging and rewarding. SMG is a fantastic business that actively encourages employees to create their own future and as we change and adapt year over year, it makes for a truly exciting place to be.”

What you’ll need to succeed:

• At least 4 years of experience working on multiple projects at once—including vendor-side work, client and account management, information or data management, etc.
• Bachelor’s degree
• Account management, consulting or relationship building experience with senior and day-to-day client contacts
• Working within the restaurant and / or retail sectors would be a plus
• Organized and flexible work style with proven ability to self-prioritize tasks and deliver on-time
• Experience navigating technical solutions, ideally including usage of customer experience feedback platforms
• Intermediate to advanced proficiency in Microsoft Office (Excel + PowerPoint)

What we offer to our talent:

• Unlimited paid leave and 14 weeks of paid parental leave offered to all our associates globally.
• Ample opportunities to learn and grow.
• Diverse, experienced, and friendly team which will welcome you, support you and challenge you.
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.

Who is SMG?

SMG is a leading experience management (XM) provider, accelerating revenue for restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies.