Customer Success Manager

4 weeks ago

San Francisco, California, United States Hearst Full time
Customer Success Manager Job Description

At Hearst, we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our marketing solutions team, you'll be responsible for delivering exceptional customer experiences and driving business growth through innovative solutions.

Key Responsibilities:

  • Client and Campaign Management:
    • Develop a thorough understanding of our 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.

About Hearst:

Hearst is a world-class media company that delivers exceptional marketing solutions to businesses at scale. With a portfolio of video studios, TV media, publishing platforms, and award-winning news and information platforms, we offer a high-touch service with innovative solutions.

Compensation:

The compensation for this role is between $75,000 and $85,000 per year, depending on experience and qualifications.

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