Senior Client Services Manager

at  multilocal

REQUIREMENTS

• Proven experience as a Client Relations Manager, Relationship Manager, Customer Success Manager or similar role within the martech or adtech space
• Experience of promoting value through customer experience
• Background in digital advertising
• Proficient in MS Office, with working knowledge of CRM platforms (e.g. HubSpot, Salesforce)
• A customer-oriented attitude
• Obsessive, relentless attention to detail
• Excellent communication and negotiation skills
• Problem-solving aptitudeAbility to work well with a team

As Senior Client Services Manager you will work within the Client Services team which sits within the wider Operations team.
You will create and nurture long-term relationships with sales partners and resolve any issues that arise to ensure they and their clients are satisfied with our services. You should be an excellent communicator who’s able to grasp client needs and brainstorm ways to fulfil them with the goal of helping to safeguard our revenue and retain clients.
You will need to build deep relationships with sales partners, working with them to unlock the full potential of any given client over time, through best-in-class service, programmatic expertise, creative problem solving and excellent brief responses.
You will also work closely with team members within Operations, Deal Delivery and Audience Development.

Responsibilities

• Build relationships with key stakeholders among sales partners
• Mentoring and coaching junior team members
• Taking ownership and leading on key accounts
• Create plans to address their business needs
• Schedule regular meetings with sales partners to ensure they are satisfied
• Educate the sales partner on new opportunities. Help sales team up-sell or cross-sell services and products
• Respond to brief requests, ensuring an attractive offering every time
• Provide reporting as needed for sales partners and clients
• Leverage the Deal Delivery team to ensure budgets are delivered and KPIs exceeded
• Collaborate with internal teams (e.g. sales, engineers, operations, senior management) to address client needs
• Promote value through client experience
• Review client dissatisfaction and concerns and seek to improve the client experience