Customer Success Manager

2 months ago

San Francisco, United States Hearst Full time
Job Description

Customer Success Manager

At Hearst Bay Area, we specialize in providing exceptional marketing services and solutions to businesses at scale; from small local businesses to large regional brands. We support these brand's marketing efforts utilizing Hearst Corporation's extensive media resources. Our portfolio includes video studios, TV media like ESPN and A&E, publishing platforms such as Cosmopolitan and Marie Claire and award-winning news and information platforms such as the San Francisco Chronicle and SF Gate. We offer a high-touch service with innovative solutions, typically reserved for global brands. If you're passionate about growing intriguing brands and thrive in a dynamic environment backed by a major media player, we'd love to hear from you.

We are seeking a high-energy professional to join our team as a Customer Success Manager. This role combines sales acumen with exceptional customer service to deliver integrated marketing solutions and ensure an outstanding client experience. You will work closely with Account Executives, the Director of Client Success, VPs of Sales, and other senior team members to drive campaign success, develop leads, and exceed client expectations.

Key Responsibilities:
  • Client and Campaign Management:
    • Develop a thorough understanding of digital and print media products, including their features, benefits, and ROI capabilities.
    • Accurately process and manage orders/production for advertising campaigns, ensuring timely execution and client satisfaction.
    • Work with internal teams to kick off client relationships, create presentations and/or collateral for potential clients.
    • Lead internal teams to schedule and launch new clients, managing detailed deliverable calendars and meeting schedules.
    • Manage client expectations, articulate our value proposition, and provide ongoing recommendations based on campaign results.
    • Maintain close relationships with advertisers/agencies to ensure customer retention and renewals.
    • Work side by side with Account Executives to assist with up-selling advertising solutions, recommend optimizations and execute client needs
    • Work with the internal teams (Planning, Ad Products, Marketing, Traffic) on ensuring campaign requirements are implemented successfully
    • Assist in building sales decks, proposals, and sales collateral for client upsell meetings and presentations.
    • Proactively support external clients with troubleshooting questions, issues and communication throughout the campaign life cycle
    • Successfully onboarding new clients and act as a customer advocate throughout the process
    • Develop strong relationships and partnerships
    • Evaluate and analyze customer needs, including making customers aware of the product offerings available to them
    • Drive adoption and outcomes leading to renewals, upgrades and product expansion
    • Promote customer loyalty with regular check ins to ensure our products are meeting customer needs
  • Client Support and Relationship Management:
    • Proactively support clients with troubleshooting, issue resolution, and communication throughout the campaign lifecycle.
    • Maintain strong relationships with advertisers and agencies to ensure customer retention and renewals.
    • Develop regular status reports for key clients and contribute innovative ideas to enhance client campaigns.
    • Collaborate with internal Hearst departments and the strategy team to deliver and adjust marketing plans based on performance metrics.
Requirements:
  • Bachelor's degree in business, marketing, or a related field preferred.
  • 1-3 years of experience in Account Management, Sales, or Marketing, with a focus on online advertising processes and client-facing roles.
  • Basic understanding of omnichannel marketing and classical marketing principles.
  • Proficiency with digital media services such as search engine marketing, search engine optimization, programmatic ads, etc.
  • Proficiency in MS Office Suite (especially PowerPoint and Excel) and CRM systems (Salesforce experience is a plus).
  • Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
  • Excellent verbal and written communication skills with the ability to present to small groups.
  • Proficiency with AI tools is a plus.
  • Enthusiasm for learning new methods and tactics in integrated marketing, with a tenacious and proactive approach to problem-solving.

In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in California. The reasonable estimate is between $75,000 and $85,000. Please note this information is specific to those hired in San Francisco. A final decision on the successful candidate's starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education

About the San Francisco Chronicle & SFGATE:

The Chronicle is world-class journalism, San Francisco style. With name-brand voices and a keen editorial eye, The Chronicle is an authority that still surprises. It's not afraid of being controversial or of doing things that haven't been done. It's bolder, brighter, and fearless. It's news that is delivered to the discerning reader through multiple platforms. SFGATE provides a 360-degree view of San Francisco, wildly reflective of right now. Provocative, energetic, and unapologetic, the Gate is in constant conversation with the world's most eclectic city.

Join Us: This role offers a fantastic opportunity to gain experience in both account management and customer success within a high-growth environment. Be part of a collaborative team that leverages Hearst Corporation's resources to deliver top-notch marketing solutions.

#LI-BV1

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