Client Success Manager

Business & Legal Resources - Brentwood, TN

Full-time - Mid Level

Brentwood, TN

Publishing Industries

About the position

At the heart of our company is our people. People from many different backgrounds with different vantage points, opinions, and experiences. We strive to continually lead with our IMPACT values and empower our employees to develop their full potential on a team that is passionate about acceptance, inclusivity, and achievement. Our employees are the driving force for the innovation, collaboration and creativity that enables our organization to deliver strategic success. We are looking for a Client Success Manager to join our team! The Client Success Manager will support media sales across a spectrum of digital, live event, and custom media products. As the internal and external liaison for media programs, this position is instrumental in helping sales secure orders, as well as the management of clients and programs from post-sale through program fruition. The Client Success Manager will be responsible for all logistical planning and execution of 100+ sponsored programs on assigned accounts, including but not limited to custom research, content development, webinars, custom media, leadership events, and lead generation programs. This role requires determining and adhering to project timelines, leading planning calls, contracting external vendors where appropriate, working with internal production and marketing teams, and gaining client approval at each project phase. Additionally, the manager will manage workflow and project timelines of all sponsored webinars, including training speakers and clients on the ON24 platform, and hosting and monitoring webinars. The Client Success Manager will work closely with the sales team to bring creative solutions to prospective clients looking for custom programs, serve as the regular client contact and liaison for sponsorship clients, and collaborate with the marketing team to maintain the program calendar and required promotional efforts. This role also involves supporting sales with lead generation opportunities, Salesforce email deployment, and overall client retention through client gifts and incentives. The manager will create and track analytics, dashboards, and ad hoc reports, monitor sponsorship campaign performance throughout their lifecycle, and encourage revenue growth by inspiring clients to renew programs and purchase additional services.

Responsibilities

• Responsible for all logistical planning and execution of 100+ sponsored programs on assigned accounts, including custom research, content development, webinars, custom media, leadership events, and lead generation programs.
• Determine and adhere to project timelines, lead planning calls, contract external vendors where appropriate, work with internal production and marketing teams, and gain client approval at each project phase.
• Manage workflow and project timelines of all sponsored webinars, including training speakers and clients on the ON24 platform, and hosting and monitoring webinars.
• Work with sales team to bring creative solutions to prospective clients looking for custom programs.
• Serve as regular client contact and liaison for sponsorship clients.
• Collaborate with the marketing team to maintain the program calendar and required promotional efforts; ensure efforts are achieving program goals.
• Support sales with lead generation opportunities, Salesforce email deployment, and overall client retention (client gifts and incentives).
• Create and track analytics, dashboards, and ad hoc reports.
• Track and monitor sponsorship campaign's performance throughout their lifecycle, following up with internal team and external clients as needed to ensure timely completion.
• Encourage revenue growth by inspiring clients to renew programs and purchase additional services.

Requirements

• Bachelor's Degree preferred.
• Experience in a client-facing role.
• 1-3 years' experience in marketing, project management, custom media, sales operations or advertising agency role.
• Highly organized with the ability to multitask in a fast-paced environment with deadlines.
• Detail-oriented, highly organized, strong problem-solving and analytical skills.
• Ability to work collaboratively with other internal stakeholders and high-powered clients.
• Strong presentation, writing, and communication skills.
• Experience with HTML, ON24, Salesforce, AdManager360, LiveIntent, and Google Analytics a plus.

Nice-to-haves

• Experience with HTML, ON24, Salesforce, AdManager360, LiveIntent, and Google Analytics a plus.