Client Success Manager

Gannett - Dallas, TX

Full-time - Mid Level

Dallas, TX

Publishing Industries

About the position

The Client Success Manager will serve as the primary digital campaign execution lead for our clients, taking ownership of the client experience and ensuring successful campaign results. This role requires a collaborative approach, working closely with sales staff to advise existing clients on how to leverage both current and emerging marketing solutions to meet their business objectives effectively. The ideal candidate will possess strong product expertise in USA Today Network marketing solutions and will work alongside sales executives to identify opportunities that align with clients' business needs, ultimately maximizing their return on investment. In this position, the Client Success Manager must have a deep understanding of client objectives and marketing programs to devise appropriate strategies and implementation plans for campaigns. The role involves ongoing management of client relationships and marketing plans, with full accountability for post-sale campaign execution. This includes collaboration with backend support resources and subject matter experts (SMEs) from various digital solutions and ad operations teams, all focused on delivering results that meet client objectives. Key success measures for this role will include client satisfaction, revenue generation, and account retention. The responsibilities of the Client Success Manager extend to building rapport with client representatives, including digital and marketing staff or business owners, through routine interactions. They will develop and advise on marketing strategies by understanding client expectations, assessing feasibility, and identifying advertising opportunities. The role also involves leading the creative development process in collaboration with sales and ad design resources to ensure that messaging and advertising assets are optimized for each platform, thereby achieving client marketing objectives. Proactive management of relationships with key internal and external vendors is essential to ensure that deliverables meet agreed-upon specifications, deadlines, and standards. Additionally, the Client Success Manager will monitor and evaluate campaign performance, troubleshoot issues, and drive campaign ROI while leveraging client relationships to assist the sales team in growing accounts.

Responsibilities

• Build rapport with client representatives, including digital and marketing staff members or often the business owner, through routine and scheduled interactions
• Develop and advise on marketing strategies by understanding client expectations, assessing feasibility and identifying marketing and advertising opportunities for our clients
• Lead creative development process in collaboration with sales and ad design resources to ensure messaging and advertising assets are optimized by platform and will achieve client marketing objectives
• Proactively manage relationships with key internal and external vendors to ensure deliverables meet agreed upon specifications, deadlines and standards
• Monitor, evaluate, and leverage standard processes and resources to manage campaign performance and determine improvement opportunities
• Troubleshoot and resolve performance issues using best practices and support resources while creating new, innovative solutions to meet the changing needs of our clients
• Drive campaign ROI and leverage client relationships to assist the sales team in growing accounts
• Manage client expectations, communication and performance metrics
• Incorporate constantly evolving technologies and processes into the client solution delivery process

Requirements

• Bachelor's Degree in General Business, Economics, Finance, Marketing, Advertising or Public Relations
• 2+ years hands-on experience managing online/digital advertising campaigns
• 3+ years of client service/account management experience
• Strong proficiency in client relationship management
• Ability to effectively manage day-to-day campaign performance and assess campaign trends
• Demonstrated expertise in customer relationship management
• Mastery of key technologies and systems to manage marketing campaigns
• Knowledge of ad management, billing and workflow management and analytics platforms
• Strong verbal and written communication skills
• Ability to develop account specific value story through insights across all platforms into a cohesive campaign performance report
• Strong technical and analytical skills to assess and routinely lead improve marketing campaigns over their lifecycle
• Excellent listening skills
• Demonstrated expertise with USA Today Network marketing solutions, systems and processes

Nice-to-haves

• Experience with digital marketing technologies
• Familiarity with analytics platforms
• Knowledge of creative development processes

Benefits

• Competitive salary
• Health insurance
• 401k retirement plan
• Paid time off
• Professional development opportunities