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Client Success Manager

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 As Client Success Manager at Mediaplanet NY, you will have oversight of client relations within the end-to-end sales pipeline. You will be responsible for designing and facilitating a comprehensive, organization-wide strategic plan with internal and external initiatives that increase both the number of clients and spend per client on a quarterly and annual basis. This plan will influence long-term health and value of accounts through client satisfaction. The Client Success Manager is the senior point of escalation for any client issues across sales, production and finance. In addition to ensuring delivery of purchased and promised services, you will enforce and maintain a high standard of quality control. You will educate our staff as needed, arming them with best practices for client communication and retention.

Client Delivery Support

  • Support handoff between sales staff and production creative processes, ensuring no gaps for delivery of services
  • Develop and deliver trainings for the office in best practices for client communication and retention
  • Consult with and guide staff as needed, such as for one-off questions, to orchestrate positive customer experience
  • Create client success metrics and reports for management team with recommendations for improvements
  • Optimize campaign reach by supporting digital production team with audience development and distribution, and analyze this data for clients as selling point
  • Provide ad-hoc help and support for the production team throughout various stages of quarterly cycles

 Client Relationships

  • Serve as point of escalation for upset clients, designing and offering make-good opportunities
  • Synthesize client feedback – including surveys, thank you emails, etc. – and evaluate data from them to innovate and improve our product offering and brand standing
  • Partner with Finance team on avoiding and collecting outstanding bad debt
  • Organize and manage CRM system, Do-Not-Contact and One-Point-of-Contact list and processes
  • Manage client appreciation initiatives and budget, such as holiday gifts or entertainment activities

 Industry Insight

  • Advise business development managers on campaign titles and industry coverage on a quarterly and annual basis to ensure best performance and alignment with current themes/trends
  • Research and consult with sales staff on which Mediaplanet packages and products are best suited for which clients, based on industry vertical and branding needs
  • Evaluate Mediaplanet’s suite of product offerings on an ongoing basis to ensure it meets the needs of current and potential clients
  • Share market intelligence with sales and products leads to improve product adaptation and help innovate new products to keep Mediaplanet competitive in the market

Ideal qualifications:

  • 5 years’ experience, preferably with some in sales/account management
  • Exposure to different CRM tools
  • History of building client/industry profiles
  • Passionate about solving problems and translating client needs to organization processes and products
  • Ability to measure and analyze client retention and implement highly effective strategies for growth
  • Excellent leadership and collaboration skills with other teams/departments
  • Interest in content marketing, digital media, branding
Usually responds within two weeks

Or, know someone who would be a perfect fit? Let them know!

Office

New York

18th Floor, 350 7th Ave
10001 New York Directions luciana.olson@mediaplanet.com View page

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