Senior Manager, Client Success

Dow Jones•New York, NY

35d

About The Position

Our Client Success Group is a team of post-sale experts who work with Wall Street Journal Barron's Group custom content clients to ensure smooth and successful execution of our multifaceted programs. The Client Success team is the engine that drives WSJ BG's work with momentum and efficiency. Sitting at the nexus between clients, sales and execution, the team will be experts at synthesizing client and internal intelligence to successfully deliver high performing programs.

Requirements

7+ years of relevant experience
Solution-minded, always looking for ways to improve efficiency.
Experience navigating complex matrix company.

Responsibilities

Independently serve as the single point of contact for top tier clients through the build and launch phases of large, multifaceted advertising programs, proactively managing complex scenarios and knowing when to escalate challenges to management
Provide top tier support to multifaceted programs from hire date. Proactively anticipate client needs throughout all stages by taking initiative, identifying opportunities, offering solutions to client challenges, and finding ways to constantly improve our product and our client experience.
Continue to build and maintain strong, long-lasting client relationships in the post-sale phase of assigned projects, positively representing both the sales lead and organization through every client touchpoint
Launch all contracted deliverables across WSJ BG's robust product suite including custom content, live journalism, research, custom ad units, social, newsletters, podcasts, editorial sponsorships and more.
Coordinate across key internal stakeholders to ensure delivery of program elements. Leverage internal experts to guide clients in their decision making process, ensuring milestones are met across all deliverables. Ensure all internal stakeholders are supporting a flawless client experience. Work cross functionally to offer strategic solutions to clients when challenges and problems arise.
Ensures successful client touch points through well communicating client scheduling, thoroughly prepared and socialized agendas, concise conversation recaps inclusive of recommendations and next steps for clients and internal stakeholders.
Serve as WSJ BG's product ambassadors by developing a comprehensive understanding of the advertising and event product suite. Leverage a deep understanding of both the media industry and a client's business vertical to make informed strategic recommendations for successful program management.
Thoroughly leverages WSJ BG's project management system to ensure timelines are coordinated and internal and external dependencies understood. Responsible for communicating milestones status to client and internal stakeholders.
Partner with other Senior Managers and Client Success Directors to identify, develop and solidify new processes and operational best practices for the larger team. Ensure that key learnings are well documented and digestible for new and existing employees
Assess and coordinate the project from a deal health and margin perspective for programs in postsale.
Maintains and upholds the integrity of the brand, always upholding our reputation and creative values.