Customer Performance Manager

Hearst Seattle Media - Norwalk, CT

Full-time - Mid Level

Hybrid - Norwalk, CT

1,001-5,000 employees

About the position

The Customer Performance Manager at Hearst Connecticut Media Group is a pivotal role focused on fostering strong relationships with customers in the digital advertising sector. This position is responsible for onboarding new clients, resolving issues, and ensuring that customers derive maximum value from their marketing solutions. The role requires a deep understanding of various digital products and a commitment to exceeding customer expectations.

Responsibilities

• Overseeing accounts & act as primary point of contact throughout customer lifecycle
• Foster strong and long-term client relationships
• Recommend, plan, and implement digital marketing and advertising strategies that align with client's requirements and marketing goals
• Onboard new customers and ensure campaigns go live in a timely manner
• Analyze, Track KPIs & Report on campaign success and identify areas of concern
• Resolve any customer account issues originating from customer calls or internal groups
• Collaborate with sales teams as needed to achieve up-sell opportunity
• Act as a team player and contribute to the team's revenue success

Requirements

• Strong knowledge of digital products including SEO, SEM, Social Media Advertising, Programmatic Display, Email Marketing, and website management
• Google Analytics experience preferred
• Excellent analytical & communication skills
• Ability to establish and maintain effective working relationships with all levels of the organization and external clients
• Ability to respond to frequent demands of multiple customers (internal and external)
• Solid time management skills and able to handle multiple tasks in a fast-paced atmosphere
• Outstanding computer skills including solid knowledge of Excel, Word, PowerPoint, Salesforce
• College degree preferred and 2 - 3 years of experience working in digital media services, sales support, marketing, and/or a customer service environment