Client Service Manager

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Company Name Brandmuscle
Location Cleveland, OH
Date Posted Apr 27, 2017
Category Management
Job Type Full-Time
Full Job Description
The Client Service Manager role is to be Brandmuscle’s day-to-day lead for assigned client accounts, to ensure that Brandmuscle’s technology and service offering support the client’s marketing goals and will help grow the client’s relationship.

The Client Service Manager works closely with Brandmuscle Technical Operations, Graphic Operations, Information Technology, Digital and other teams to deliver solutions that meet each client’s needs. The CSM serves as the subject matter expert in Brandmuscle’s entire technology product and service offering to ensure that Brandmuscle is doing everything possible to achieve those goals. The CSM actively engages in technology meetings and assists in prioritization and communication for technology releases and site enhancements. The CSM builds and maintains positive client relationships and focuses on three main pillars:

Technology-focused

  • Demonstrates a deep understanding of Brandmuscle’s entire product and service offering and, when appropriate, shares examples and case studies that will help support the client’s objectives.

  • Proactively increase site adoption and awareness for assigned accounts.

  • Conducts end-user training sessions and webinars.

  • Assists in creating documentation and drafting business requirements.

  • Thinking critically; responsibility for general site consistency and auditing.

  • Demonstrates strong knowledge of template functionality.

  • Works closely with Operations counterparts to assess client needs and ensures project expectations and deadlines are met while clearly and effectively communicating client requests, concerns, and feedback to the team.

  • Proactively identifies and evaluates technology trends, competitive market dynamics, and leverages them appropriately to support the client’s business and identify organic growth.

  • Proactively identifies new opportunities to utilize digital assets; working collaboratively with internal technical teams to secure new business opportunities.

  • Builds strong relationships with internal and external partners/vendors.

  • Attending regular internal project meetings and project status meetings.

  • Manage and lead new client implementation projects; to include discovery sessions and kick off meetings.

  • Providing ongoing feedback and assessment of project status and escalates issues to managers and executives

  • Communicating any necessary action items and providing insights and recommendations for future project optimization and process improvements

Client-focused

  • Manages, grows, and develops assigned accounts and maintains high level of performance

  • Learning and applying an in-depth understanding of the client’s business, business rules, and business processes as they relate to the Brandmuscle solution.

  • Leads and/or participates in all client meetings and acts as the primary day-to-day interface for the client for site management and ensures current advertising materials are live.

  • Displays a vast knowledge of each assigned client’s industry, brand, target market, local marketing goals and challenges, competitors, etc.

  • Supports Client Service leadership in building strong client relationships and seeks ways to develop the clients’ marketing initiatives by providing critical insights that build strategic and tactical recommendations leveraging Brandmuscle’s solution.

  • Administer and analyze monthly reporting metrics and provide ongoing recommendations.

  • Manages client expectations, project prioritization and escalations

  • Partners with and/or supports the Client Service Associate Director in the development of client presentations and recommendations.

Team-focused

  • Oversees all aspects of employee lifecycle of team of Client Service Account Executives including hiring, onboarding, training and development, and administering reviews to their team.
    Increases team collaboration through idea-sharing and brainstorming sessions

  • Proactively identifies process and resource efficiency

  • Ensuring that project workloads are balanced among team members

  • Proactively working to ensure team members have all necessary tools and training to complete their assigned tasks in a timely manner, and identifying cross-training opportunities

  • Expanding the client relationship through proactive and innovative project management, driving internal team members to ensure timely deliverables to the client

Requirements

  • Bachelor’s degree.

  • Light travel required.

  • Skilled in Microsoft Excel.

  • Management coaching and mentoring skills.

  • Strong Project Management experience.

  • Advertising industry knowledge a plus.

  • Must be able to coordinate a variety of priorities in a fast-paced environment

  • Must be thoroughly computer literate and able to learn new software and applications quickly

Experience

  • 4-5 years client service, technology management or project management experience is preferred.

  • 2-3 years personnel management experience is required.

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