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
Requirements:
7+ 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
Bachelor’s Degree in appropriate field of study or equivalent work experience
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
Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks
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