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Senior Manager, Client Success
J2 Global
New York, NY, United States
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Description
Senior Manager, Client Success
Everyday Health Consumer is seeking a Senior Manager that will be responsible for guiding, mentoring and inspiring a team of Client Success Managers. This role involves coaching and developing a world-class team that takes pride in creating an exceptional customer experience in a fun and enriching environment. In addition to leading a team, this role will help manage cross-functional process improvements and efficiencies by working closely with Marketing Strategy, Ad Operations, Research, Product, and Analytics. You will play a major role in solving customer problems and growing our business by providing continuous support to the Sales team, performing quarterly analysis of products, pricing, and inventory to ensure our business is at the forefront of the industry. This Senior Manager will be responsible for staffing a team of vertically aligned, strategic Client Success Managers to ensure appropriate account coverage and campaign support during media planning, order creation, campaign delivery, billing and reporting. You will be the primary point of contact for service execution and will partner closely with the Sales teams to ensure your teams are able to accomplish their responsibilities and exceed customer expectations.
Responsibilities Team
• Manage a high performing team of 4-6 Client Success Managers
• Attract, hire, retain top talent to meet business growth objectives
• Measure your team’s business results, track progress, identify trends, and develop tactics to ensure your team is meeting or exceeding established goals
• Obtain ongoing client and partner feedback to assess team performance against business objectives
• Provide ongoing guidance, coaching and performance feedback to the team
Business
• Develop scalable value-driven service programs to support Everyday Health’s top advertisers
• Ensure that our clients receive the highest level of sales and operational customer service
• Assist with account and campaign escalations and providing customer-focused solutions
• Drive ongoing and measurable improvements to the customer experience operations
• Manage projects and programs related to improving service delivery to our customers
• Develop and implement client success management workflow and best practices
• Perform quarterly pricing review of rate card
• Track revenue and opportunities
Qualifications:
• 4+ years of digital account management and/or planning experience
• 2+ years of people management experience
• Skillfully balance the management of multiple projects simultaneously, exhibiting good judgment in how projects are prioritized.
• Excellent client relationship skills, strong verbal/written communication skills. Deep customer empathy and ability to identify customer needs.
• Strong organizational and adapting skills – able to work in a fast paced, deadline driven environment, while handling multiple projects simultaneously and management of employees
• Familiarity with DFP, Comscore, Moat, Salesforce, and other related digital tools and platforms
• Demonstrates proficiency in mathematical calculations and spread-sheet based analysis
• Possesses both analytical and creative thinking skills, key to developing successful media plans for clients
• Can communicate clearly and concisely with other team members; must be a team player
• Proficiency in Excel is a must
About j2 Global
Founded in 1995, j2 Global® (NASDAQ:JCOM) is an award winning, leading provider of Internet services through its two divisions: Business Cloud Services and Digital Media.
The Business Cloud Services Division offers Internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. It markets its services principally under the brand names eFax®, eVoice®, FuseMail®, Campaigner®, KeepItSafe® and Onebox® and operates a messaging network spanning 49 countries on six continents.
The Digital Media Division, created with j2 Cloud Services’ November 2012 acquisition of Ziff Davis, Inc.
Ziff Davis, Inc. is the leading digital media company specializing in the technology, gaming and men's lifestyle categories, reaching over 117 million unique visitors per month. Ziff Davis sites include Mashable.com, IGN.com, PCMag.com, AskMen.com, ComputerShopper.com, ExtremeTech.com, Geek.com, LogicBuy.com and Toolbox.com. Ziff Davis also operates NetShelter, the largest community of technology publishers dedicated to consumer electronics, computing and mobile communications. Ziff Davis B2B is a leading provider of online research to enterprise buyers and high-quality leads to IT vendors.
As of December 31, 2016, j2 Cloud Services had achieved 21 consecutive fiscal years of revenue growth.
Our Culture:
At j2 Global®, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work.
J2 Global offers competitive salaries, health benefits, a 401k, and company-sponsored events. If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then j2 is the place for you.
J2 Global® is an Equal Opportunity Employer.