Customer Success Strategist

Hearst Communications - Norwalk, CT

Full-time - Mid Level

Hybrid - Norwalk, CT

1,001-5,000 employees

Publishing Industries

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 clients, resolving issues, and ensuring that customers derive maximum value from their marketing solutions. The ideal candidate will have a robust understanding of various digital products and a commitment to exceeding customer expectations.

Responsibilities

• Overseeing accounts and acting as the primary point of contact throughout the customer lifecycle.
• Fostering strong and long-term client relationships.
• Recommending, planning, and implementing digital marketing and advertising strategies that align with client's requirements and marketing goals.
• Onboarding new customers and ensuring campaigns go live in a timely manner.
• Analyzing, tracking KPIs, and reporting on campaign success while identifying areas of concern.
• Resolving any customer account issues originating from customer calls or internal groups.
• Collaborating with sales teams as needed to achieve up-sell opportunities.
• Acting as a team player and contributing 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 and 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, and Salesforce.

Nice-to-haves

• Experience in digital media services, sales support, marketing, and/or a customer service environment.

Benefits

• Hybrid work environment with the expectation to work in the Norwalk office 2 to 3 days a week.