Biloxi Sun Herald

205 DeBuys Road
Gulfport , MS
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Client Success Manager

Biloxi Sun Herald
Gulfport, MS Full time
Posted on November 30, 2017

The CSM supports the Media Consultants directly in the collection and interpretation of pre-sale preparation research, pre-sale examination of client needs, development of digital strategy, post-sale implementation and upkeep. The CSM assists in training the department on new and ongoing solutions and processes, and is ultimately responsible for the delivery, success, and retention of digital campaigns and strategies. The CSM oversees two Client Success consultants and a Digital Ad Operations Specialist.

JOB DUTIES AND RESPONSIBILITIES:

  • Communicate operational changes to other Client Success Strategists
  • Work with Management on constantly improving operational processes.
  • Provide feedback to management on the performance of other Client Success Strategists.
  • Working with Management, oversee backup scheduling for all Client Success Strategists ensuring that work is balanced and distributed throughout the entire department.
  • Be a resource for the department’s sales teams as they work on sales proposals.
  • Once a digital sale has been made and ordered, the CSM will own the fulfillment process.  They will work directly with the client, our production teams and our vendors to ensure the campaign launches accurately on time.  
  • Once campaigns are successfully launched, monitor on a daily basis the performance of the campaign ensuring we meet the customers KPI’s and at the same time stay within Velocity’s established wholesale guidelines.  If the campaign is not pacing        correctly, discuss options to modify the campaign with the rep and/or client and then assure the adjustments are made correctly.
  • Upon completion of campaigns, prepare clear reports using Excel/Google Sheets and PowerPoint/Google Slides that show end-of-campaign results, and recommend additional tactics post-campaign to further the client's goals.
  • Develop in-depth knowledge on all digital products
  • Execute master level usage of all digital fulfillment platforms
  • Use workflow tools to track and monitor ad fulfillment through our processes.
  • Be flexible and comfortable learning a variety of new and ever-changing digital products and vendors.
  • Provide effective, courteous customer service.<strong

ADDITIONAL SKILLS/PROFESSIONAL CHARACTERISTICS: 

  • Minimum 2 years experience in social media marketing, ad trafficking and/or digital post-sales support
  • Minimum 2 years proven management experience
  • Basic knowledge of graphic design software packages such as Adobe
  • Associates or Bachelors degree from an accredited university, preferably in advertising, marketing or other related field
  • Experience with Google Drive/Spreadsheets/Forms/Docs, MS Excel and Word
  • Highly organized
  • Creative and strategic skills
  • Able to work in a fast paced environment
  • familiarity with graphic design a plus
  • Self-motivated, but able to work collaboratively to achieve goals and meet deadlines