Senior Customer Success Manager
Senior Customer Experience and Success is core to B2B IQ’s continued growth and success. This role focuses on account management excellence and optimal delivery of our expanding advertising services and product set. The candidate should be able to wear multiple hats and thrive in a fast-paced and always moving environment. Core to this role is the necessity to be organized, curious and a team player.
Description
Key Responsibilities
- Provide daily white glove service to key accounts.
- Accurately and proactively lead, manage, and track all pre-sales and post-sales processes for assigned client and agency programs – across all phases of delivery process and across internal and external stakeholders and systems (campaign management, finance, and sales).
- Set up campaigns based on agreed parameters on campaign management platform, ensuring all details are accurately captured, defined, and communicated.
- As such provide pivotal support to the sales representatives and ensure optimal communication between sales, external clients, and campaign operations teams.
- Track, review, and manage the approval process and the quality of advertising mockups to ensure the timely launch of programs and effective communication between campaign ops and external clients.
- Actualize monthly delivery and revenues across months on the campaign management sheet based on month delivery reports.
- Edit, review, and assist in delivery of campaign reports for clients.
- Be overflow support for CS team and assist other CSMs with training or mentoring where needed.
- Assist in the creation, tracking, timely delivery, and follow-up of client proposals as needed.
- Assist in accurate and timely creation of insertion orders, tracking contract executions and ensuring all live programs have signed paperwork to minimize exposure to B2B IQ.
- Become a proactive, trusted and go-to resource to assist our client’s successful management of their campaigns.
Key Success Factors
- Be proactive – always.
- Ask questions, question things, and seek to identify and solve issues promptly and efficiently
- Do the simple things well
- Be a good colleague and vendor
- Hold the reputation and profitability goals of the organization in mind in all work-related activities
Qualifications
- 5+ years of experience in Customer Success role ( B2B content syndication and /or digital media experience a plus)
- 4-year College Degree
Remuneration OTE 79-112K
Principals only. No Agencies. EOE.