Client Success Manager

YOU: You are a proactive, strategic, confident team player who loves to cultivate strong relationships. You ensure that the interests of the clients and the team are met throughout the creative and production process, instilling a continued culture of collaboration and communication.

THEM: This media creative studio leverages technology, insight & measurement tools to connect brands and people through the things that really matter to them.

RESPONSIBILITIES:

• Act as the single point of contact on campaigns, both internal and external
• Ensure smooth and timely launch of all elements across all campaigns, coordinating amongst stakeholders and keeping an eye on project timelines and schedule
• Attend client meetings & calls and act as an extension of the client team.
• Proactively approach clients with well thought out upsell opportunities.
• Instill a continued culture of collaboration and communication in the organization 
• Own the kick-off process for incoming campaigns to ensure successful transition from development to production. 
• Create a kick-off deck with the team, lead kick off calls, confirming project scope upfront for project team, identifying action items and clarifying clear roles and responsibilities 
• Have a clear understanding of the creative concept and execution process for custom content campaigns and be the central point for all elements of the creative and production process within a campaign. 
• Partner with creative and production teams to ensure ideas are being executed based on their vision. Act as a client-facing presence to represent the work and execution.
• Work to troubleshoot and find solutions proactively
• Manage day to day operations of projects; enforce scope, budget, and schedule as needed.
• Manage all deliverables, both internally and externally with clients, and administer client feedback
• Manage production process, milestones, and timeline to ensure all teams are tracking with delivery. Support production team in execution of assets. 
• Proactively optimize for all front-end and back-end KPIs, using the full suite of available tools.
• Assist accounting with any requests regarding billing, and provide support when needed towards invoicing clients on a monthly schedule
• Present Wrap Reports internally and with Clients with confidence

REQUIREMENTS:

• Minimum 2 years experience executing advertising and/or creative campaigns
• Agency experience preferred
• Strong understanding of the creative development and production process
• Strong understanding of client KPIs, and ability to strategically align company’s products with core KPIs in order to achieve success.
• Proven track record of effective client communication.
• Can effectively communicate performance, concerns/issues, and handle any requests that come in. 
• Communicates in a professional manner with all internal & external parties, and can effectively communicate performance, concerns/issues, and requests.
• Familiar with project management systems & process workflows
• Working knowledge of Operative One, GAM, DCM MOAT 
• A high degree of emotional intelligence, empathy, compassion, and a sense of humor
• Strategic thinker with a can-do, solution-oriented mindset
• Ability to multi-task and thrive while juggling many projects at once
• Responsive, adaptive, flexible, proactive 
• Accountable for you work, you teams, and takes responsibility