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Senior Manager, Partner Experience
Gannett
Plano, TX, United States
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Gannett Co., Inc. (NYSE: GCI) is an innovative, digitally focused media and marketing solutions company committed to strengthening communities across our network. With an unmatched local-to-national reach, Gannett touches the lives of more than 110 million people monthly with our Pulitzer-Prize winning content, consumer experiences and benefits, and advertiser products and services. Gannett brands include USA TODAY NETWORK with the iconic USA TODAY and more than 100 local media brands, digital marketing services companies ReachLocal and SweetIQ, and U.K. media company Newsquest.
The Senior Partner Experience Manager (SPEM) will be responsible for ensuring the highest levels of client satisfaction within the ReachLocal Partner (Reseller) channel. This individual will be accountable for the overall Partner service experience and how that experience impacts Partner retention and growth. The key success metric for this role will be Partner retention and revenue growth. The SPEM's responsibilities will fall into two general areas:
• External - The SPEM functions as the Partner-facing leader of the channel as whole. The role engages with Partner leaders to understand client performance goals, works with those leaders to build a plan to achieve their goals and owns accountability for the channel's execution against those goals.
• Internal - The SPEM works with assigned Client Success Managers to enhance their ability to engage proactively and strategically with Partner personnel. This individual will ensure that channel resources are able to deliver value to Partners in terms of digital marketing campaign performance as well as effective account management.
The successful candidate will be an outstanding builder of strong client relationships through deep understanding of Partner marketing strategies and how ReachLocal's service organization can help the Partner meet its goals. Also, key to success is an ability to build individuals into account/relationship managers that Partners believe add value to the business relationship. Additionally, the desired candidate will be comfortable and effective at identifying areas for process improvement and driving change in those areas.
About Your Responsibilities:
• Primary management-level owner of Partner experience, satisfaction and retention
• Serve as a trusted, strategic Partner advocate, developing rapport with key Partner personnel through expectation setting, high-quality service execution, transparency and clear communication
• Accountable for overall performance of ReachLocal Partner services as well as service team personnel (onshore and offshore)
• Accountable for overall performance of ReachLocal Partner engagement team, with the goal of helping the partners grow their revenue
• Engage with Business Development teams to translate Partner needs into opportunities for revenue growth and assist in closing those opportunities as needed
• Develop ReachLocal Partner services resources by instilling best practices in account/client relationship management
• Work with cross-function leaders to find solutions to challenges that negatively impact Partner experience and retention
Key Skills
• Demonstrated excellence in customer relationship management with senior client leaders (Director to C-level)
• Effectiveness in communicating complex digital marketing concepts and performance metrics in an understandable way
• Ability to build credibility with key client decision makers
• Effectiveness identifying opportunities to sell additional business and positioning Growth Managers to close leads
• Experience engaging with offshore personnel
Qualifications:
• Bachelor’s Degree
• 10+ years’ experience in relationship management, marketing, advertising, public relations, sales, customer service or related fields
About ReachLocal:
Are you looking for a company that values innovation, passion, and a healthy work/life balance? A job where you feel supported and appreciated? At ReachLocal, we know our employees drive success, and we strive to create a thriving company culture where you’ll enjoy coming to work every day.
Here, you can walk through the halls and bump into our CEO, catch an inter-office ping pong tournament, or support a local cause with your fellow employees. Are you ready to join a company where you can have fun and work with some of brightest people in digital marketing?
Our mission is to help local businesses all over the world reach more local customers online. As a leader in powering online marketing for local businesses, ReachLocal has been recognized for outstanding products and exceptional employees, having won Google’s Quality Account Champion in North America and Google’s Innovation Champion Award in Canada.
ReachLocal is headquartered in Woodland Hills, CA, with over 35 locations throughout the United States, Canada, India, Australia, New Zealand and Brazil.
ReachLocal is an equal opportunity employer. Applicants for all job openings are welcome and will be considered without regard to race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, or any other basis protected by state, federal or local law. It is the intent of the Company to comply with all applicable federal, state and local legislation concerning equal opportunity in employment.
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities required of the employee.
Gannett Co., Inc. is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.