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Customer Success Manager

3 months ago

Frisco, United States Lexipol Full time

Contract Media Customer Success Manager

Full-time contract role

This job is local to Frisco, TX.

*****Candidates must currently live in the Dallas-Fort Worth area to be considered.*****

This job is hybrid.

No agencies.

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address todays challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference day in and day out.

The Work

Lexipol Media Group is looking for a Customer Success Manager to join our team. The position manages digital advertising campaigns, consulting with a wide variety of media sponsors targeting the public safety industry. A post-sales organization, the cohesive team supports revenue by ensuring advertiser campaigns are optimized, performing well, and continually drive business value (upsells, renewals, etc.).

The media CSM is an experienced position requiring creativity, communication polish, consulting skills and a significant tolerance for change. The CSM partners with clients, including top brands such as Motorola and Amazon, as well as SMB companies, to discover business needs/challenges, set expectations and guide the client's actions needed to best address goals of the marketing programs. Project Manage fulfillment of client online marketing campaigns. Communicate with client marketing team members. Coordinate: ad placement in our newsletters, ads on our media sites, custom written content creation, uploading content into our inventory management system (Naviga), & scheduling. Conduct monthly account reviews with Lexipol sales team members. Analyze media campaign performance with clients.

An ideal candidate is hyper-organized, has experience balancing 50+ client projects (Small Business to Enterprise) and is comfortable consulting (problem solving) with clients. CSM must be comfortable analyzing data and applying it to find the ROI for the client. Utilize your influential communication skills to inspire clients to take action in a timely manner.

Characteristics of great candidates for this role: be a highly effective communicator; collaborative team member; exhibit social maturity in all of your communications (verbal, written, video, and social media; kind and respectful communication with others.

This is done through working in these areas of focus:

Onboarding, campaign setup and ongoing campaign management (40%)

  • Manage post-sale initial client onboarding, with a hands-on approach to campaign setup including kick off calls and follow up communication (calls and emails) for content, etc.
  • Establish and reiterate clients KPIs and objectives.
  • Project manage multiple clients simultaneously.
  • Utilize tools and structures to organize deliverables, dates, and ensure the program is managed smoothly.
  • High attention to detail.
  • Ensure smooth working relationships with cross-functional teams including sales, Brand Studio, Grants, Product and Leadership.

Campaign Analysis and recommendations (40%)

  • Analyze media campaign performance metrics and develop recommendations based on data.
  • Provide client training to improve utilization of campaign elements and use reporting features, including our sponsor dashboard.
  • Schedule and administer performance reviews based on established account service levels, circling back to their KPIs and objectives.

Account Health and identifying upsells and renewal recommendations (20%)

  • Track and seek ways to enhance account health and increase client ROI via creative solutions.
  • Provide highly responsive product, technical and creative consulting.
  • Generate and secure upsell and renewal programs based on trusted relationships.

Requirements: To be considered for this role, you will have this experience:

  • Minimum of 3-5 years experience in Media sales, Advertising or Marketing Agency sales, Media Customer Success.
  • 1-2 years Media Agency experience managing digital advertising accounts that include social ads, email campaign marketing, and display banners (programmatic and 1st party).
  • Experience managing campaigns with contextual and behavioral targeting advertising
  • Experience placing social advertising for clients
  • Experience presenting and reviewing reporting to clients and providing insights and recommendations for optimization.
  • Experience implementing best practices of digital advertising
  • Data Analysis and Reporting: Utilize advanced data analysis techniques to measure campaign performance. make data-driven recommendations for optimization.
  • Present data-driven recommendations for optimization reports to clients, highlighting campaign achievements and areas for improvement.
  • Strong attention to detail, as evidenced by excellent and error-free advertising coordination and content placement.
  • Bachelors degree
  • Proven project management skills
  • Highly adaptable to learning and utilizing new technologies, embraces process improvements, and advocates for optimization.
  • Thrive in a fast-paced, ever-changing environment.

Qualifications:

  • A marketing mindset and enthusiasm for creative problem-solving
  • Strategic thinker
  • Focused on team success. Collaboration is key in this role
  • Master at multitasking, with ability to juggle multiple accounts simultaneously with outstanding attention to detail
  • Comfortable collaborating with both technical and business teams, with ability to influence
  • Superb client-facing skills and understanding of how to convey enthusiasm, energy, poise, and confidence in client communications
  • Good technical skills. Comfortable working with cloud software such O365 and project management tools like Wrike and JIRA
  • Superlative written and verbal communication skills
  • Positive attitude and service-oriented mindset

Preferred Experience:

  • Understanding of online/digital advertising / marketing, including pricing models (CPM, CPC, CPL) as well as common benchmarks like CTR%, Open rate, click rate, etc.
  • Domain knowledge of public safety and/or local government

Target Outcomes/ Target Results

  • Effectively manage a book of accounts (50+) with multiple campaigns running simultaneously

Employee Value Proposition

  • Lexipol Media Group is committed to staff growth and development and looking to scale the impact of our work on the audience, as well as the company.
  • The workload and commitment of our team is best suited to individuals looking for high paced, challenging work, and contribute to optimizing our processes.

The Environment

  • Report directly to the Customer Success Director who understands the technical and business aspects of the team and is committed to building partnerships, generating ideas, making continuous improvements, providing resources, refining processes, and supporting the success of each team member.

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

Compensation and Benefits

Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

This full-time contract role pays $31-$35 per hour, based on experience.

About Lexipol

Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.

Lexipol Is an Equal Opportunity Employer (EOE)

Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.