The Customer Success Manager will be a key player in the internal workflow and client engagement, as well as driving post-sales initiatives such as up-selling, cross-selling and renewals. They should be comfortable driving (leading) client platform demos, performance reviews (QBRs included), and any internal or external calls with or for our partners while being able to work both autonomously and collaboratively in a team environment. They will be the main point of contact for any inquiries from our clients and should be current with any goals, expectations, or needs that the client has requested.
This position is responsible for the overall success of their accounts including planning, executing and monitoring. They will be required to quickly develop an in-depth knowledge of LiveIntent’s platform, targeting capabilities, data solutions and possess an understanding of all LiveIntent’s components, tools, media placements, partners, ad inventory, audience demographics, reporting and rate cards that will help make our clients successful.
Ideal candidates should be comfortable with client contact, up-selling/cross-selling, communicating with executives and being able to confidently push back when necessary. This position works closely with an account team consisting of Sales Directors, Customer Service Managers and Client Service Specialists (ad ops) and reports to the Director of Customer Success. This role will be working with strategic publishers such as The New York Times, Scripps Interactive Networks, Hearst, and many other large national brand names.
Primary Responsibilities include but are not limited to:
Day to day client support and engagement as the main point of contact on the accounts.
Deep understanding of partner KPI’s and applicable goal setting
Should be able to speak to all aspects of the account in efforts to provide optimal client solutions based on our offerings.
Own mature accounts and are responsible for keeping these clients stable and growing, up-selling, cross selling, and renewals of existing client base. Monitoring account pacing vs forecast and reaching for stretch goals.
Lead and attend meetings related to specific accounts, identifying key action items and decisions. This may include Quarterly and Annual Business reviews or re-occurring calls.
Platform demos and trainings, kick off calls, RFP support under Sales direction
Coordinate client performance reviews & kick off calls with clients and account team
Communicate ad specifications and creative lead times to advertisers/agencies (provide any required documentation for creative delivery and set up)
Identify optimization opportunities for campaigns and full management of client reporting needs
Assist in implementation and troubleshooting of client campaign set ups
3+ years of Client Services/Account Management experience in digital media/publisher or related pre/post-sales support
Ability to drive client and exec level communications
Detail oriented, responsive to deadlines, able to juggle multiple tasks and prioritize appropriately
Have exceptional oral and written communication skills
A general understanding of Ad Serving, Third Party Data, Ad Tags, and Email Service Providers (ESP), basic understanding of HTML a plus.
Self-Starter with a strong level of time management skills. Ability to multi-task and reprioritize independently
LiveIntent delivers people-based marketing programs that empower brands to be present wherever their most essential customers are paying attention, at every point in the customer journey, irrespective of channel, device, or platform. With the anonymized email address at the center of its platform, LiveIntent and its Identity Graph provides incremental reach to brands, in mobile inventory where brands are struggling to reach their customers beyond the Walled Gardens. LiveIntent is now one of the largest people-based marketing platforms in the world: reaching over 160MM logged-in people across the LiveIntent platform, 170mm across the web, and 100mm in app.