Director, Client Success - Select Accounts

This Director, Client Success Managers will possess strong expertise in people leadership, client care and client retention, knowledge of existing and emerging digital business marketing solutions, understanding of sales processes, and hospitality methodologies.
 

About Your Responsibilities:
 

The Director, Client Success Managers will be responsible for managing campaign performance expectations and retention after the sale. This individual will lead a team of 8-12 digital marketing professionals who will serve as digital campaign specialists to our customers. They will advise our clients on best current and emerging digital marketing solutions, focus on building strong client affinity to our company, deliver exceptional ROI through fine tuning digital marketing campaign performance, and assist in the retention of client revenue.

Strong proficiency in managing multiple priorities, task organization and execution, customer relationship management and client facing communication, online search and display advertising techniques, ability to select, train and mentor staff, and process management skills are required.
 

This role will also be responsible for communicating with senior level Sales and Operational leaders on initiatives, adherence to Key Performance Indicators, and business updates as necessary.

• The candidate must be flexible and able to multitask across a variety of job duties, including:
• Build rapport with all departments within Gannett and LocaliQ l with the purpose of providing the best client experience for our advertisers
• Cultivate relationships with sales leaders and Client Success leaders to facilitate better client expectations and experience
• Develop & advise team on marketing strategies by understanding client expectations, assessing feasibility, and identifying marketing and advertising opportunities for our clients
• Monitor and elevate the performance of team members to meet the expectations of our clients
• Troubleshoot performance issues and provide coaching on how to come up with innovative solutions for those problems
• Manage client expectations, communication, and performance metrics through specific checks with team members
• Research and incorporate constantly evolving technologies and processes into the client solution delivery process

About You:

• Strong verbal and written communication skills
• Demonstrated expertise in customer relationship management and conflict management
• Responsible for the management and construction of processes, tasks, and measurements of success
• Ensure that client interactions are consistent with program objectives and Client Care approach
• Meet or exceed client retention targets, and Customer Satisfaction targets
• Facilitate and manage client objections, concerns, and disputes in a win/win capacity
• Ability to quickly master business process, marketing and technology concepts
• Demonstrated experience with online marketing publishing systems & processes

Key Competencies:
 

Customer Focus

• Establish and maintain effective relationships with clients
• Seek client feedback and incorporate it into future activities
• Demonstrate dedication to meeting client expectations and requirements for you and the entire team
• Demonstrate a specific focus on client retention and relationships

Organization:

• Able to manage time and prioritize multiple tasks in a fast-paced environment
• Organize tasks, deliverables and meet commitments on time
• Ability to dedicate time to employee growth and coaching

Analytical Thinking:

• Capable of interpreting data and making recommendations to prove performance
• Quickly identify the symptoms and underlying cause of problems
• Ability to think "outside of the box" for unique solutions

Business Process and Technology Acumen:

• Capable of quickly mastering business processes
• Ability to master technology solutions

Conflict and Objection Management:

• Good at focused listening and seeking out root cause of problems
• Can find common ground and explains differing viewpoints comprehensively
• Able to handle objections and resolve conflicts with ease
• Ability to handle internal team conflicts within all departments

Qualifications:

• Bachelor's Degree in Business, Marketing, Advertising, Public Relations, or Communication
• 10+ years of experience of Account Management or Sales Management experience in advertising or marketing
• 5 years in a leadership, preferably managing a client facing teams