Entigrity - Senior Account Manager

Responsibilities :

- Manage multiple accounts; develop positive working relationships with all customer touch points

- Drive client retention, renewals, upsells and client satisfaction

- Work closely with Associate Account Managers and Ad Operations on day-to-day operational processes including campaign set-up, receipt of creative or tags, trafficking, optimization, troubleshooting and QA

- Work closely with Analytics and Ad Operations to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed

- Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign

- Leverage technical tools and quantitative data to manage campaigns to success, high customer satisfaction and renewal

- Prepare campaign insights reporting, including analysis and research

- Manage weekly campaign status documents for review

- Work closely with Finance on billing set up and invoicing

- Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues

- Adhere to established processes and workflows, as it relates to campaign set-up and pixel placement strategy, creative execution (including dynamic creative), ad trafficking, campaign management and any troubleshooting necessary with pixels, creative assets and campaign reporting

- Provide input on new processes and workflows as needed

- Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight

Requirements:

- 6+ years experience in Customer Success and/or Account Management

- Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business

- Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations

- A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables

- Business acumen, sound decision making, analytical and organizational skills in a fast paced environment; a consultative approach to managing complex client relationships

- Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks

- Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations

- Passion about business and dissatisfaction with status quo - always thinking of ways to improve/grow assigned clients