Digital Client Success Manager

4 weeks ago

Surrey, United Kingdom Black Press Media Full time

Job Summary

We are seeking a highly skilled and detail-oriented Client Success Specialist to join our team at Black Press Media. As a Client Success Specialist, you will play a critical role in bridging the gap between customers and sales reps, providing additional support on fulfillment of digital tactics, and ensuring a positive customer experience.

Key Responsibilities

  • Collaborate with the Director of Client Strategy, Marketing, and Fulfillment Director to develop and implement fulfillment strategies in agency-style services.
  • Book and maintain clients for digital tactics, ensuring timely fulfillment and reporting.
  • Update sales reps on reporting and tactic fulfillment, ensuring seamless communication.
  • Responsible for the full booking process for digital tactics, including learning, managing, and optimizing digital knowledge.
  • Guide new customers through the onboarding process, ensuring a smooth transition and understanding of our product or service.
  • Build and maintain relationships with key customers, understanding their needs and ensuring they derive maximum value from our product or service.
  • Address customer issues promptly, collaborating with cross-functional teams to resolve challenges and ensure a positive customer experience.
  • Gather feedback from customers, communicating their experiences, preferences, and suggestions for improvement to relevant teams.
  • Monitor customer accounts, identify opportunities for upselling, and ensure timely renewals to maximize customer lifetime value.
  • Encourage satisfied customers to become advocates, contributing to marketing efforts.
  • Work closely with marketing teams to provide insights into customer needs, preferences, and pain points, contributing to the development of marketing strategies.
  • Build relationships within the management team at Black Press Media, facilitating increased collaboration, client growth, and support for sales teams.
  • Stay up-to-date on new products and trends within digital marketing, ensuring familiarity with all BPM products and recommending enhancements.
  • Work cross-functionally to measure, analyze, and enhance the performance of revenue generation and audience development activities.
  • Use knowledge of the market and competitors to identify and develop unique selling propositions and differentiators to build audience and revenues for Black Press Media.
  • Report regularly to BPM Leadership, presenting and promoting internally the strategy and results achieved.
  • Comply with all company Health and Safety requirements, including reporting accidents, near accidents, and hazards.

About Black Press Media

Black Press Media is a leading local news champion with operations across British Columbia, Alberta, Yukon, Northwest Territories, Nunavut, Washington State, Alaska, and Hawaii. We value diverse viewpoints, new ways of thinking, and a collaborative approach to delivering results.

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