Customer Success Director

Job Description

Hearst has quietly become one of the most profitable and diversified media companies in the U.S. Over the last 20 years Hearst has launched several successful new magazines including O Magazine & HGTV Magazine, invested in incredible businesses including ESPN (20% ownership) & Pandora and, in recent years, dramatically increased profits in its Newspaper division by delivering world-class news content and diversifying into innovative digital advertising products.

Today, Hearst is accelerating its digital advertising expansion, combining its vast digital footprint with a full suite of local online marketing products, and offering local businesses an unparalleled opportunity to grow successfully online. To that end, we are seeking a Customer Success Director to join our team in San Antonio, Texas.

THE DETAILS:

We are looking for a highly motivated Customer Success Director to work with our top tier accounts while also managing a team of Customer Success Strategists. The Customer Success Director is responsible for building lasting rewarding relationships with clients through proper onboarding, optimization and reporting of digital campaigns. Delivering immediate and maximum value from Hearst's Digital Marketing solutions is a key ingredient to our customer satisfaction and therefore, the Customer Success Director must possess a strong knowledge of digital products including SEO, SEM, social media advertising, display, email marketing, website management, OTT/CTV and streaming audio. If you are a high achiever that is laser focused on exceeding your customers' expectations, have a desire to dig into campaigns to create a point of view that best helps our clients' get the most from their marketing dollar and able to lead others to do the same, let's chat!

RESPONSIBILITIES:

• Onboard clients' digital marketing solutions, foster timely, accurate fulfillment, create and deliver reporting of results.
• Foster strong and long-term client relationships
• Monitor competition and provide suggestions for improvement & new campaigns.
• Establish best practices and produce case studies in digital marketing.
• Analyze, Track KPIs & Report on campaign success and identify areas of concern while providing solutions.
• Resolve any customer account issues originating from customer calls or internal groups.
• Collaborate with sales teams to achieve renewal and up-sell opportunity.
• Act as a team player and contribute to the team's revenue success.
• Serve as a resource for capabilities meetings with new and existing clients.
• Manage the performance and act as a resource to team of direct reports, including ongoing training, 1x1s, team meetings and performance reviews.

SKILLS / QUALIFICATIONS:

• Strong knowledge of digital products including SEO, SEM, Social Media Advertising, Display, Email Marketing, website management, OTT/CTV and streaming audio.
• Google Analytics experience required.
• Media planning, developing, and implementing digital marketing strategy
• 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
• Critical thinker and problem-solving skills
• Good time-management skills

EDUCATION/EXPERIENCE:

• College degree required and 3-5 years of experience working in digital media services, sales support, marketing, and/or a customer service environment.