Client Experience Manager

Driven to Deliver (What You'll Do)

• Understand and document client goals, KPIs, and business outcomes in ongoing collaboration with sales
• Create and maintain success plans to track progress against client goals
• Provide individualized strategic guidance and proactive, data-driven support to clients to drive progress with ML
• Ensure clients are equipped with clear strategies to meet their business goals and optimize their ABM efforts by leveraging ML data and industry best practices.
• Develop and maintain functional expertise in ML solutions, digital advertising, and ABM to provide guidance to clients as a trusted advisor
• Manage process delivery support from ML, including the engagement of other teams and resources as necessary
• Partner with Campaign Operations to ensure that all client campaigns are run successfully, accurately, and on time
• Regularly report on progress, performance, and future recommendations to ensure continuous client engagement and value realization.
• In collaboration with Sales, identify and nurture opportunities for account expansion into additional ML products and services that align with client needs and objectives
• Act as a client advocate to remove obstacles to success, minimize escalations, and relay feedback and enhancement requests internally

Equipped to Excel (Qualifications)

• 5 + years' experience in Customer Success, Account Management, Digital Advertising, or related disciplines
• Proven understanding of digital marketing or Account-Based Marketing
• A successful track-record in client-facing roles, supporting external customers in a highly professional manner
• Ability to assess quickly what a customer needs and translate that into campaign and marketing guidance
• Familiarity with marketing and sales tools such as CRMs, Marketing Automation Systems
• Analysis, problem solving, and troubleshooting expertise
• Highly detail-oriented, with strong organizational skills and a commitment to accountability
• Ability to multi-task and perform effectively
• Excellent written and verbal communication skills, with a demonstrated history of engaging with C-level stakeholders