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Client Success Manager

Overview

TOTUS is a gift card issuer and program manager. We help brands establish, manage and expand their gift card programs. At TOTUS, we become the brand. We are nimble, and approach every day as a new opportunity to exceed expectations. The Client Success Manager is the lead relationship manager for a portfolio of brand accounts.

Responsibilities

  • Manage day-to-day gift card business and relationships of assigned TOTUS client accounts while leading strategy and growth in first party, third party and B2B gift card channels
  • Meet and grow revenue targets for assigned clients year-over-year
  • Work with internal/external leadership teams to proactively identify risks and opportunities
  • Act as liaison for gift card aggregators and B2B buyers as part of daily business management for assigned clients
  • Understand TOTUS’s full suite of services with the ability to identify gaps/needs from customers to cross-sell new services
  • Liaison with TOTUS operations team to ensure fulfillment SLAs and production timelines are met
  • Maintain a proactive approach to the business relationship to ensure client retention and satisfaction through weekly, bi-weekly and quarterly meetings
  • Provide reporting and analytics consulting to assist in sales forecasting, risk profiling, customer service support, and other measurable factors to enhance, improve and expand the client’s gift card program
  • Negotiate contract renewals and updates

Required Skills & Experience

  • At least 5 years of demonstrated success in the management of first party, third party and/or B2B gift card programs
  • A passion for excellent client service and account management. Proven success at managing and leading senior relationships over time with the mission to increase trust, satisfaction and retention
  • Ability to develop and implement marketing strategies and tactics in multiple program channels and verticals
  • Ability to balance client needs with company objectives
  • Travel for team meetings, trade events and/or client visits as needed

EEO Statement:

TOTUS Gift Card Management provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

TOTUS Gift Card Management encourages applicants with previous criminal records to apply to all positions and, pursuant to the San Francisco and Los Angeles Fair Chance Acts (and other “Fair Chance” laws), TOTUS will consider for employment qualified applicants with arrest and conviction records. For Philadelphia applicants or jobs, please see a copy of Philadelphia’s ordinance on this topic by clicking this link: https://codelibrary.amlegal.com/codes/philadelphia/latest/philadelphia_pa/0-0-0-280104.

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