Title: Senior Client Success Manager
Report to: Director, Sales Operations
Who we are:
At LR Paris, we believe in the transformative power of thoughtful gifting. With a blend of artistry, ingenuity, and intention, we craft unique branded product solutions and packaging that not only accentuate a brand's identity but also builds authentic, timeless connections.
As a team, we've successfully elevated client and employee relationships for one of the world's largest financial institutions through the creation of exclusive high net worth client gifts and the implementation of unique employee onboarding gifting programs. We have also played an integral role in the launch of new brands and the meticulous design of product lines for a renowned investment bank. Furthermore, our expertise extends to crafting exquisite gifts with purchase (GWP) packaging and customer loyalty incentives for leading global cosmetic companies. By 2028, we aspire to be the go-to branded product solution partner for all Fortune 500 companies.
Your role:
The Senior Client Success Manager at LR Paris is responsible for facilitating the sales process by providing comprehensive account management, administrative and project coordination support. This role is pivotal in ensuring that the sales team can focus on client engagement and closing deals by efficiently handling the behind-the-scenes details. This role oversees the customer’s sales journey in partnership with Sales to ensure a positive and seamless experience with LR Paris.
Responsibilities
Account Coordination:
Act as a primary client advocate and foster client relationship: Ensuring that client needs and requirements are fully understood and addressed, from initial opportunity assessment through to the final product proposal.
Act as main supporting face of LR Paris: Representing company values and ensuring a great client experience
Direct client communication: Communicate effectively with clients, providing necessary tracking, pricing, and sample approval information and responding to inquiries to facilitate a smooth sales process.
Reorders and client growth opportunities: Act as primary client contact for established accounts for processing reorder requests and new opportunities for client growth
Share project updates and deliverables with sales and the client as needed: Keeping all stakeholders informed of project status, milestones achieved, and any changes to the project scope or timeline, ensuring client expectations are managed effectively throughout the project lifecycle.
Work with direct Account Owner to organize events calendar
Assist the sales team in managing and tracking notes, calls, and appointments: Ensuring that all client interactions are timely, followed up on, and organized effectively to maximize sales opportunities and client satisfaction.
Project Coordination:
Ensure strong and timely management of the sales opportunity process: Acting proactively to guide opportunities through the sales pipeline.
Work with Design and Production teams to ensure client designs, proof approvals, and pricing is accurate and up to client standards.
Manage product selection/sourcing and pricing for new opportunities: Assisting in the selection of products, including ASI products, that meet client needs and pricing them competitively to enhance the chances of sales success.
Own creation of sales documents: Including the opportunity brief, presentation deck, and initial signed sales order, to ensure that all client-facing documents are accurate, professional, and tailored to client needs.
Own Client financial sheet: Maintain and ensure cost and client pricing accuracy
Coordinate with sales and production teams: Ensuring seamless communication and alignment on client projects, acting as a bridge to keep all parties informed and coordinated.
Hand off sales order to production team: After sales close, completing all necessary details and collaborating with sales to obtain any outstanding information, ensuring a seamless transition from sales to execution.
Act as the primary point of contact on open jobs: Facilitating communication between several internal team and the sales team, ensuring that all parties are updated on project progress and any issues are addressed promptly.
In-Office Samples Check In: While in office, unpack, organize and send out an appropriate sample, ensuring entire process is communicated with Sales Team
Special Project Coordination
Lead Special Project Coordination: As assigned by manager, lead and own special projects including managing cross-functional initiatives from planning through execution, ensuring timelines, deliverables, and stakeholder expectations are met.
Manage RFPs: As assigned by manager, coordinate responses, gather required documentation, collaborate with internal teams, and ensure accurate and timely submissions.
Internal process Changes
Drive Internal Process Improvements: Identify inefficiencies, recommend enhancements, and implement streamlined workflows across departments.
Develop and Maintain SOP Documentation: Write clear, structured Standard Operating Procedures to support consistency, scalability, and training.
Support Website Development and Enhancements: including establishing new websites, coordinating updates, and ensuring alignment with company objectives and brand standards.
Provide Leadership Coverage: In the absence of the Director, Sales Operations, lead internal meetings, support team decision-making, and ensure continuity of operations and priorities.
Qualifications:
Must be located in the NYC area and able to come into the office on a hybrid schedule
Bachelor's degree in Business, Marketing, Merchandising, Fashion Design or related education and work experience.
3-5 years of project management experience in creative promotion products or luxury goods industries.
Highly innovative and excited to create product solutions for clients.
Excellent written and verbal communication skills.
Direct experience working directly with clients or customers
Proficiency in MS Office, CRM software, presentation tools (ex. PowerPoint, Keynote) and project management tools (Asana experience preferred).
Must be self-motivated, with strong problem-solving skills and attention to detail.
Ability to use good judgment and react under pressure, while still being flexible/adaptable.
Our Core Values
HUMANS CONNECTING HUMANS - At the end of the day that’s what we do, build lasting connections. We bridge the gap between brands and their audiences, creating unforgettable brand experiences.
TANGIBLE STORYTELLERS - We aren't selling products; we're creating unique brand experiences that our clients are proud to put their logo on.
QUALITY WITHOUT COMPROMISE - You can’t put a price on perception, but quality shouldn’t cost more.
CUSTOMER (+EXPERIENCE) OBSESSED - We’re brand obsessed and love turning good products into great brand experiences.
IMPOSSIBLE ISN’T LR PARIS -We make it happen. That's really it. When something's hard, we figure it out as a team. When there's a problem, we solve it. Our clients work with us because they know we'll show up and do the work – and we don't stop until they're happy. We're invested in their success, and it shows in everything we do.
Benefits
Subsidized medical, dental, and vision
Commuter Benefits
401k
HSA & FSA
Supplemental Life Insurance
Voluntary Short & Long Term Disability
PTO – 2 weeks of vacation, 8 holidays and 5 sick days