Client Success Manager at Popimedia

Job description

We are looking for a talented Client Success Manager to join our new Client Success team. As a Client Success Manager, you will be required to manage relationships with new and ongoing clients and to serve as their primary single point of contact to facilitate a seamless implementation process of campaigns.

You will be responsible for welcoming and on-boarding of new clients, setting expectations, handling day-to-day tasks consisting of client service, spend recons, managing client budgets, generating Insertion Orders, briefing creative for implementation aswell as general queries from clients.

Responsibilities include, but not limited to:

• Managing communication between the client, sales and campaign management teams
• Building strong, long-term client relationships and maintaining frequent contact
• Managing all aspects around creative/ briefing from clients (requesting creative changes, new targeting, creative testing, sending screenshots etc.) aswell as the briefing in process to the campaign management team
• Address all client queries effectively and in a timely manner or divert to relevant person within the Media department
• Occasionally attend client status or introduction meetings with sales manager
• Ad-hoc spend tracking to ensure all budgets within your silo goes live and spends in full, if not, following upthereof is required
• Managing the process of on-boarding clients (application forms, briefs etc.)
• Educate and manage clients with after hour company protocols
• Informing clients of underspends, if any, so that it can be re-allocated to new or other campaigns
• Advising clients on best practice and providing creative specs to ensure correct creative is received for briefedad types
• Send tracking pixels along with implementation guide to clients to implement prior to campaigns going live
• Generating of Insertion Orders (IO’s) for new client budgets, sending requested IO’s to clients and ensuring signed documents are received before any media goes live
• Providing/suggesting solutions to re-occurring problems
• Use client feedback to improve overall client experience
• Sending new budget booking emails once new IO’s are signed off by client and capturing new budget into financial document
• Following up on Purchase Orders (PO’s) (if applicable) for invoicing

Requirements:

• Experience with client service and/or account management
• Excellent verbal and written communication skills
• Exceptional project management skills
• Organized and self-motivated
• Top-notch time management and prioritization skills
• Solid experience with MS Office (particularly MS Excel)
• Ability to manage multiple tasks and clients at a time while paying strict attention to detail
• Understand supplier/ agency fee structures