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Senior Client Success Manager

2 months ago

Atlanta, Georgia, United States Publicis Media Full time
Job Overview

We are seeking a Director of Client Success who will serve as a vital link between our product offerings and the teams of our Agency clients, specifically for our media operating system suite. Your primary responsibility will be to drive the adoption and effective utilization of our products, ensuring that end users fully comprehend each feature and its optimal usage practices. This role will encompass a blend of onboarding both client teams and Agency personnel, acting as a champion for the platform through training, troubleshooting, user acceptance testing (UAT), and project management.

You will report directly to the Vice President of Media Data Product Management.

This position is hybrid, requiring in-office attendance three days a week. If selected for an interview, your recruiter will discuss specific details with you, including any necessary accommodations.

Key Responsibilities:

  • Collaborate with new business and existing operations teams to onboard a portfolio of key clients to the OS applications by outlining prerequisites and assessing team eligibility based on current processes and personnel.
  • Exhibit a deep understanding of core business challenges to facilitate organizational change and address barriers to onboarding client teams to new applications.
  • Design deployment and operational plans in collaboration with key stakeholders from client teams.
  • Work alongside product marketing to ensure that user guides, training materials, and ongoing training plans are tailored to each client.
  • Provide training and support to end-users and Agency Champions on essential functionalities.
  • Identify and empower internal champions to promote organizational change and ensure product suite adoption and support.
  • Develop a deployment roadmap and collaborate with Product Managers to confirm timelines alongside new feature releases.
  • Troubleshoot and conduct functionality testing in response to issues reported by client teams.
  • Execute UAT prior to the release of new functionalities into production.
  • Update and train end-users/Agency Champions on new features while continuously gathering feedback.
  • Coordinate with global contacts and maintain ongoing communication to ensure successful utilization of OS applications.

Qualifications:

  • Minimum of 5 years of experience in communications, sales, account management, or customer success.
  • At least 3 years of experience in onboarding and training teams within a technology environment or with enterprise-level applications.
  • A minimum of 3 years' experience in the media industry.
  • Experience with products, solutions, or Ad Tech, including troubleshooting and UAT.
  • Proven track record in driving organizational change management.
  • Strong project management skills with the ability to guide decisions across cross-functional stakeholders.
  • Familiarity with Agile Project Management tools such as Jira, Confluence, or similar.

Additional Information:

At Publicis Groupe, our motto "Viva La Différence" reflects our belief that we are stronger together, celebrating all identities across various facets of intersectionality. This principle underpins everything we do as an organization. We are committed to fostering a sense of belonging and creating equitable and inclusive experiences for all talent.

Publicis Groupe offers comprehensive and inclusive benefit programs and policies designed to support the diverse and evolving needs of our talent, enabling everyone to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.

If you require accommodation or assistance with the application or onboarding process, please reach out for support.

All information will be kept confidential in accordance with EEO guidelines.

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