Job Description

Job Description

Job Description

Job Overview:

Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth. Ensure clients derive maximum value from our services. Prepare implementation plans and lead client on-boarding; present content strategy and annual plan. Work closely with clients to identify needs including content approval workflows and consult on best practices for solutions and setup.

Prepare and deliver effective client presentations, including stakeholders at all levels of the organization. Deliver weekly, monthly and quarterly status and results presentations to internal and external teams. Regularly evaluate quality of content, managing external content creation, editorial and strategy resources. Identify new opportunities from within existing accounts, partnering with the Business Development team to aid in increasing revenue. Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems.

Responsabilities and Duties:

• Manage multiple accounts; develop positive working relationships with all customer touch points.
• Drive client retention, renewals, upsells and client satisfaction.
• Work closely with Associate Account Managers and Ad Operations on day-to-day operational processes including campaign set-up, receipt of creative or tags, trafficking, optimization, troubleshooting and QA.
• Work closely with Analytics and Ad Operations to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed.
• Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign.
• Leverage technical tools and quantitative data to manage campaigns to success, high customer satisfaction and renewal.
• Prepare campaign insights reporting, including analysis and research.
• Manage weekly campaign status documents for review.
• Work closely with Finance on billing set up and invoicing.
• Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.
• Adhere to established processes and workflows, as it relates to campaign set-up and pixel placement strategy, creative execution (including dynamic creative), ad trafficking, campaign management and any troubleshooting necessary with pixels, creative assets and campaign reporting.
• Provide input on new processes and workflows as needed.
• Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight.

Qualifications and Education Requirements:

• Bachelor’s Degree in appropriate field of study or equivalent work experience.
• 5 years experience in Customer Success and/or Account Management.
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business.
• Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations.
• A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables.
• Business acumen, sound decision making, analytical and organizational skills in a fast paced environment; a consultative approach to managing complex client relationships.
• Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks.
• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.
• Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients.
• Strong analytical skills.
• Working knowledge and experience with contracts and contract negotiations.
• Demonstrated ability to work independently and remain motivated.
• Working knowledge of computers and Microsoft office suite of services.
• Bilingual – English and Spanish.

We are an employer EEO/M/F/V/D.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

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