Senior Concierge Onboarding Client Success Manager
Req #27038
Our current portfolio of media assets includes USA TODAY, local media organizations in 46 states in the U.S., and Newsquest, a wholly owned subsidiary operating in the United Kingdom with more than 120 local news media brands. Gannett also owns the digital marketing services companies UpCurve, Inc. and WordStream, Inc., which are marketed under the LOCALiQ brand, and runs the largest media-owned events business in the U.S., USA TODAY NETWORK Ventures.
To connect with us, visit www.gannett.com or www.localiq.com
This role is for you if you enjoy creating best-in-class experiences for our clients as they establish or expand their relationship with us! You will work closely with our team of Client Success Managers and our most complex clients and be an integral link between the customer and our business to ensure two things occur seamlessly: 1) New Clients (both brand new to our business and those expanding/adding new locations to current campaigns) experience a uniform and seamless onboarding experience. Once new campaigns are “live”, campaigns are transitioned to CSM team for ongoing optimization. 2) Team projects are taken on and managed by being the point person to identify key components, identify workflow, and assign tasks between departments to ensure they are executed effectively and efficiently. You will also manage select campaigns over the first 90 days the campaigns are active. Monitoring performance, making optimizations and ensuring performance is at targets before transferring to the CSM team.
Qualifications:
You must have a background in digital marketing with applied experience in SEM, Targeted Digital Display Ads, Video, and Social advertising and be skilled in:
- Advertising Strategy
- Project Management
- SEM campaign launch and management
- Consumer Insights
- Analytics
- Implementation of Data -Driven Decisions
- You are a creative thinker with strong time management, and organizational skills with exceptional attention to detail
- Ability to manage heavy workloads with flexibility to rapidly shift priorities based on organizational needs
- 2+ years of experience in the digital space, in an agency environment, or in-house equivalent
- 2+ years of client service/account management centered around managing clients’ portfolios which include solutions that are multi-faceted
- 2+ years of hands-on SEM optimization experience – building PPC campaigns from the ground up and managing them directly
- Ability to lead the discussions for critical in-person meetings including quarterly business reviews, annual reviews or save efforts.
- Exceptional written and verbal communication skills with the ability to effectively communicate complex digital/social concepts
- Advanced knowledge and understanding of SEM, SEO, social, email marketing, display, ECOM, and an understanding of new media consumer behaviors and trends
Responsibilities:
- Work with new clients (both brand new to our business and those expanding/adding new locations to current campaigns) to complete the onboarding process in a customer centric journey
- Plan & coordinate meetings with clients, and internal teams to ensure all total project deliverables are on time and complete
- Act as the primary point of contact throughout the onboarding experience with the client and assigned CSM/Sales Representative
- Build rapport with client representatives, and marketing staff, through routine and scheduled meetings
- This position requires extreme organization and collaboration. Creating an environment where all parties are kept abreast of project and onboarding updates with consistent access to up-to-date information
- Work with all teams (internal/external) to proactively ensure that deadlines are not missed, during the entire lifecycle, from onboarding to go-live mark. CSM assigned will then take over new campaigns
- Ability to quickly master business processes, marketing, and technology concepts
Key Success Criteria:
- Ability to connect professionally with other teams to ensure seamless delivery
- Ability to drive urgency with internal teams to meet & exceed external client commitments
- Number of occurrences, and days commitments were missed
- Impact of proactive engagement
- Successful client centric launches and client engagement from onboarding, and throughout all touchpoints
#LI-REMOTE
The annualized base salary for this role will range between $38,700 and $93,150. Variable compensation is not reflected in these figures and based on the role, may be applicable. Exact compensation may vary based on skills, experience, location, and union representation, if applicable.
Other details
- Job Family Client Solutions
- Job Function Marketing Solutions
- Pay Type Salary