Senior Client Success Manager

Job Description

ROLE SUMMARY:

You are passionate about the holistic client experience and using your skills to tell stories while proactively identifying and analyzing problems, finding solutions, and improving relationships. You view Client Success as a proactive and strategic partnership rather than a reactive support role.

As a subject-matter expert for our digital products, which we provide by a combination of in-house capabilities, collaboration with other Hearst agencies, and third-party vendors, the SCSM will own the overall campaign management experience, using best-in-class industry acumen to drive campaign performance and execute on the clients' business KPIs. You will be responsible for overall client satisfaction, strategy, and program delivery for an assigned book of accounts, while partnering with our digital ad ops team, digital partners, sales teams, and strategists to retain and grow clients. You will also be expected to aid and guide Client Success Coordinators and Client Success Managers with the potential of taking on a team lead role.

The right candidate is passionate about developing a data-driven approach to customer-centricity and can work seamlessly across multiple cross-functional teams. As an innovative, strategic partner, you'll be expected to coach clients on their marketing programs, aid them in pivoting when necessary, and earning their trust as their go-to point of contact for all post-sale needs.

RESPONSIBILITIES:

The following is meant to establish your initial expectations for the role of SCSM on this team; however, specific job duties may change following communication and collaboration with your team lead:

• Oversee the Onboarding Journey for new clients.
• Act as a client coach, providing subject-matter expertise on our digital products and routine product review meetings.
• Support the Director of Client Success and Retention in new product trainings for the team.
• Provide ongoing account reviews, planning, and guidance during regular client touchpoints.
• Proactively drive success and results with cross-functional teams regarding campaign pacing, performance, and deliverables, and lead conversations with the client to communicate progress and updates.
• Drive long-term solutions and action plans to improve campaigns based on your observations of cross-channel campaign performance.
• Support the Sales Organization with pitches and media planning when necessary.
• Own the management and development of Client Success platforms.
• Translate client feedback into action plans with sales, sales support, campaign management, and performance marketing teams to ensure we retain and grow advertiser relationships.
• Keep campaign insights top of mind in every business decision we make as a team on behalf of our clients' business KPIs.

MINIMUM QUALIFICATIONS

• Four to five years managing client accounts and campaigns in a digital/agency setting.
• Bachelor's Degree in advertising, marketing, communications, or a related field.
• Direct experience working with, speaking to, and coaching clients on digital ad products and services.
• Advanced understanding of digital advertising platforms.
• Proven track record of translating digital reporting and metrics into an accessible story for clients.
• Advanced communication skills-written, verbal, presentation-and a comfort with communicating to director-level and/or higher stakeholders in both on and offline environments.

BONUS QUALIFICATIONS

• Previous experience with project management, CRM, client success, and/or automation software.
• Industry-relevant certifications (i.e., Google Analytics), or willing to begin certification within 30-days of start.
• An understanding of the traditional media landscape and how it can inform, supplement, or enhance digital products.

As part of its continued efforts to maintain a safe workplace for employees, Hearst Newspapers requires that all employees who receive a written offer of employment be fully vaccinated (as defined by the CDC) against the coronavirus by the first day of employment as a condition of employment, to the extent permitted by applicable law. Hearst Newspapers will consider requests for reasonable accommodations due to medical, including pregnancy or a pregnancy-related condition, and/or religious reasons on an individual basis in accordance with applicable legal requirements.

There has never been a more exciting time to join the Houston Chronicle. Our business is growing and transforming every day. Advertisers are partnering with us to help them navigate new marketing strategies in today's increasingly complex digital environment. Simply put, the Houston Chronicle is a media company that uses its rich history and data to deliver the most impactful media campaigns for our customers. We leverage our substantial audience reach, coupled with best-in-class advertising solutions to keep our customer's brand in front of the right people at the right time.

Why are we different? Our people! Our company is diverse and filled with smart, passionate people who want to win. We offer an upbeat and collaborative working environment and expect our people to challenge the norm. With an abundance of opportunity to learn new things and develop the skills that are vital to your success, we expect our people to move up through the organization fast!