Client Success Manager

American City Business Journals•Charlotte, NC

15h

About The Position

The Client Success Manager is responsible for managing day-to-day relationships with local account executives, Advertising Development Directors, Sales Coordinators, Sales Development Directors, and clients/agencies. This role involves maintaining excellent rapport, stewarding campaigns from start to finish, executing campaigns accurately and efficiently, and tracking/analyzing performance metrics. The position also plays a key role in optimizing campaigns to achieve business goals and maximize ROI, stewarding pilot programs, and serving as a key holder for Sales Hub updates. Additionally, the role contributes to practice development by taking ownership of tools, projects, and processes, suggesting innovations, and developing best practices to improve operational efficiencies. This includes pulling data for analysis and reporting, contributing to the development of insertion order and reporting processes, and providing training to sales staff. The role requires functional expertise in advertising operations, business and web reporting, online advertising, and analytical tools.

Requirements

Customer service oriented with the ability to address client concerns and needs in an expedient and courteous manner
Strong decision-making, problem solving and conceptual thinking abilities
Meticulous attention to detail and excellent follow through
Exceptional character with a high degree of integrity and business ethics
Excellent time management, able to handle multiple assignments under tight deadline and pressure, and prioritize and communicate effectively
Strong oral and written communication, relationship building and interpersonal skills with the ability to communicate best practices and requirements to peers and management
Ability to learn quickly in a fast-paced environment.
Ability to work with diverse personality types to meet time sensitive deadlines
An interest in new digital media technologies and a desire to always be learning something new
Ability to work independently and in a team environment
Must be flexible and open to new ideas and methods
Strong work ethic
Bachelor’s Degree
Proficient in MS Office (outlook, excel, word, powerpoint)
Proficient using web-based communication tools (teams, zoom, etc.)

Nice To Haves

1-2 years media experience preferred
Preferred but not required using Salesforce and Adbook

Responsibilities

Responsible for day-to-day relationships with local account executives, Advertising Development Directors, Sales Coordinators, Sales Development Directors and clients/agencies
Maintain an excellent rapport with account executives, Sales Development Directors, and clients/agencies.
Steward campaigns from start to finish (kick off calls, mid-campaign calls, wrap up calls)
Execute campaigns accurately and efficiently
Responsible for tracking and offering insights and analysis of performance metric for our products/campaigns
Optimize campaigns and products to ensure delivery, achieve business goals while maximizing ROI
Steward any pilot programs with various markets related to new product rollouts or enhancements.
Key Holder for any Sales Hub updates needed to be made on behalf of the Client Success Team
Weekly team checks as assigned.
Other duties assigned
Take ownership of tools, projects, and processes learning on the go – suggesting innovations or efficiencies in workflow
Play a role in developing and implementing best practices and processes to improve operational efficiencies.
Pull data from multiple systems and sources for analysis and reporting that drives decisions, operations, and translates into valuable sales and sales support ideas and improvements
A key member of the Client Success and Digital Revenue teams, playing an integral role in the future development of the insertion order and reporting processes and strategy
Provides training to sales staff as needed.
Maintains functional expertise in advertising operations, business and web reporting and analytics, online advertising, analytical tools, techniques, and other infrastructure requirements.