Service and Support 1 - Manager, Client Success
Req #14718
Job Description
Manager, Client Success Managers- Select
About the Opportunity:
This Manager, Client Success Managers will possess strong expertise in people leadership, client care and client retention, knowledge of existing and emerging digital business marketing solutions, understanding of sales processes, and hospitality methodologies.
About Your Responsibilities:
The Manager, Client Success Managers will be responsible for managing campaign performance expectations and retention after the sale. This individual will lead a team of 8-12 digital marketing professionals who will serve as digital campaign specialists to our customers. They will advise our clients on best current and emerging digital marketing solutions, focus on building strong client affinity to our company, deliver exceptional ROI through fine tuning digital marketing campaign performance, and assist in the retention of client revenue.
Strong proficiency in managing multiple priorities, task organization and execution, customer relationship management and client facing communication, online search and display advertising techniques, ability to select, train and mentor staff, and process management skills are required.
This role will also be responsible for communicating with senior level Sales and Operational leaders on initiatives, adherence to Key Performance Indicators, and business updates as necessary.
The candidate must be flexible and able to multitask across a variety of job duties, including:
·Build rapport with all departments within Gannett and ReachLocal with the purpose of providing the best client experience for our advertisers
·Cultivate relationships with sales leaders and client success leaders to facilitate better client expectations and experience
·Develop & advise team on marketing strategies by understanding client expectations, assessing feasibility and identifying marketing and advertising opportunities for our clients
·Monitor and elevate the performance of team members to meet the expectations of our clients
·Troubleshoot performance issues and provide coaching on how to come up with innovative solutions for those problems
·Manage client expectations, communication and performance metrics through specific checks with team members
·Research and Incorporate constantly evolving technologies and processes into the client solution delivery process
About You:
·Strong verbal and written communication skills
·Demonstrated expertise in customer relationship management and conflict management
·Responsible for the management and construction of processes, tasks, and measurements of success
·Ensure that client interactions are consistent with program objectives and Client Care approach
·Meet or exceed client retention targets, and Customer Satisfaction targets
·Facilitate and manage client objections, concerns, and disputes in a win/win capacity
·Ability to quickly master business process, marketing and technology concepts
·Demonstrated experience with online marketing publishing systems & processes
Key Competencies
·Customer Focus
oEstablish and maintain effective relationships with clients
oSeek client feedback and incorporate it into future activities
oDemonstrate dedication to meeting client expectations and requirements for you and the entire team
oDemonstrate a specific focus on client retention and relationships
·Organization
oAble to manage time and prioritize multiple tasks in a fast-paced environment
oOrganize tasks, deliverables and meet commitments on time
oAbility to dedicate time to employee growth and coaching
·Analytical Thinking
oCapable of interpreting data and making recommendations to prove performance
oQuickly identify the symptoms and underlying cause of problems
oAbility to think “outside of the box” for unique solutions
·Business Process and Technology Acumen
oCapable of quickly mastering business processes
oAbility to master technology solutions
·Conflict and Objection Management
oGood at focused listening and seeking out root cause of problems
oCan find common ground and explains differing viewpoints comprehensively
oAble to handle objections and resolve conflicts with ease
oAbility to handle internal team conflicts within all departments
Qualifications
·Bachelor’s Degree in Business, Marketing, Advertising, Public Relations or Communication
·5+ years of experience of Account Management or Sales Management experience in advertising or marketing
·5 years in a leadership or team lead role, preferably managing a client facing teams
Other details
- Job Family Client Solutions
- Job Function Marketing Solutions
- Pay Type Salary