Client Success Manager

About the Role

As Client Success Manager you will oversee customer success and retention for our advertising clients by providing best-in-class, daily account management. As a Client Success Manager you will act in an internal and client-facing role, and will be instrumental in making us the most effective media partner for our key clients and you will report directly to the Executive Director of Sales Operations.

Responsibilities:

• Responsible for operationally supporting an important set of accounts through the full life-cycle of the business. 
• Lead client contact and coordination with top-tier clients to ensure best-in-class, high-touch service.
• Develop relationships with advertising agencies and clients; become their go-to person, keeping clients positively engaged with The New York Times and our products.
• Manage and facilitate a smooth sales process from pre-sale through post-sale.
• Assist the Sales Director with renewals through life-cycle management of campaigns for our key set of clients.
• Ensure the timely creation and delivery of our best work to clients by collaborating across interdisciplinary teams in the department.
• Work with Sales and Sales Operations teams on the assigned client accounts to ensure premium client partnership execution, by overseeing and leading the process of building and implementing client deals, receiving and managing client feedback, and tracking the changes with the sales and sales operations team.
• Help guide the development of new and current client partnerships, including the RFP (Requests for Proposal) process, using the full scope of NYT ad products that strategically address the advertiser’s needs and campaign goals for both print and digital.
• Lead workflow of pre- and post-digital and print ad campaigns, working on behalf of sales with other departments such as Research, Ad Ops, Sales Development, Ad Products and the Content Studio to make sure projects stay on track, deadlines are met, and that people are communicating effectively.
• Manage client communications, create/own contact and status reports, and share feedback with the client and the our teams.
• Lead non-pitch meetings to keep clients updated on performance, and address with speed any campaign issues in need of attention.
• Monitor the business of the account, including account financials, and account progress internally and with the client. 
• Assist sales with pipeline accuracy of key accounts in Salesforce.
• Oversee pre-launch campaign execution by informing our teams about client expectations, direction, and decisions.
• Participate in strategic and creative brainstorming sessions and take an active interest in business development.
• Help improve workflows, best practices, in partnership with the Executive Director, Sales Operations, and work collaboratively in a team environment.
• Works with the Head of Industry and respective sales leads for the assigned set of clients.
• Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.

Basic Qualifications:

• 1+ years of experience in digital/print advertising/media experience in advertising sales coordination roles
• Experience managing relationships with a range of customers around personal account management and category support while under deadline constraints
• Invest in a long-term commitment to learning and category of business

Preferred Qualifications:

• Bachelor’s Degree
• Digital media experience
• Experience in digital product organizations

This position is represented by the NewsGuild of NY.

REQ-017747