Client Success Manager, #Paid

• You’re client-obsessed and are known to do whatever it takes to keep your clients happy
• You work hard to create meaningful relationships and you understand client goals really well
• You always think of ways to make the client feel special and you know how to set and manage expectations with clients and key stakeholders
• You are strong with numbers and are highly analytical. You know how to story tell with data to share relevant learnings with clients
• You know how to answer contextual questions running through the client’s head, “Why do I care? How is this relevant? What does this mean?”
• You can manage a lot of programs at once and are very detail-oriented
• You can juggle and balance competing priorities. You have experience toggling between tactical strategies to satisfy clients and strategic plans to work with Sales in expanding client account
• You are always working on improving yourself. You proactively ask for feedback from your clients, key stakeholders, manager, and peers to bring awareness to your blindspots
• Your friends call you a social media expert! You regularly interact with platforms like Instagram, Facebook, TikTok, and other trendy social channels to connect and get inspired by creators in your network
• You have experience in a client-facing role

Desirable

• You are responsible for and are the key driver of success in the execution of client creator marketing programs
• The execution of client programs and campaigns includes program setup, creator selection and contracting, overseeing content creation and facilitating brand approvals and providing insights-driven analysis post-program
• You play an integral role in maintaining and measuring client success and satisfaction, which directly impacts the company’s overall performance and success in the market
• You directly own and control the relationship #paid has with its creators as well as its clients post-sale. You work closely with the Team Manager to proactively address anticipated client concerns and implement sustainable and scalable solutions to process inefficiencies
• You’ll oversee and execute campaigns - daily tasks include: running the program kick-off calls, finalizing program briefs, building creator rosters, contracting creators, scheduling content creation and posts, tracking program performance, and presenting comprehensive post-campaign marketing reviews, all while communicating with our network of creators
• You will own and drive client happiness for clients through fast response times to clients (within a day), high degree of professionalism in all external meetings, calls, emails, and ownership of your individual NPS score - among other activities to drive client happiness
• You’ll manage on average 15 programs at a given time and may have periods of high volumes (up to 20) and periods of low volumes where you may be asked to help team members who are over-capacity to help maintain high levels of client happiness across the team
• On a continuous basis, you’ll proactively identify process inefficiencies and knowledge gaps and work collaboratively with your peers and Team Manager to implement solutions - you’re expected to come to our monthly brainstorming sessions with ideas
• You will work closely with key stakeholders in Product, Sales, Media, Analytics, and Strategy to optimize for client satisfaction and ensure client experience and feedback is communicated, documented in the CRM, and actively addressed