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TITLE

 

Manager of Customer Success, Adphorus

COMPANY

 

Sojern

LOCATION

 

Omaha, NE, US

Description

As a Manager of Customer Success within the Adphorus Team, you’ll have the opportunity to manage a growing team of CSM’s, and work and scale travel brands on Facebook with a Travel Marketing Science approach. You will play a major role within the company strengthening the Adphorus offering in the market and establishing close relationships with major travel advertisers.

 

Primary Responsibilities:

  • Foster a high performing team culture that encourages testing, learning, and innovation through team leadership

  • Recruit, scale, motivate, and mentor the Customer Success team, ensuring they are set up to succeed and are successful in their roles

  • Set high-level priorities and communicate overall expectations for the CSM team

  • Hold team accountable for the day-to-day, pre and post sales relationship with a portfolio of digital advertising clients, may be responsible for high tier clients

  • Maintain a strong financial responsibility and accountability; track, analyze and report on team goals, growth and account retention. 

  • Achieve and drive quarterly goals while keeping customers satisfied and engaged with Adphorus platform features..

  • Motivate and empower a team to drive consistent annual account growth

  • Act as the primary point-of-contact for clients and build relationships with heads of business, marketing departments, and partners

  • Define clients' business needs and identify areas of opportunity to increase account growth and drive revenue  

  • Coordinate with sales, ad operations, data science, product development and external clients to ensure campaigns are successfully launched and meet client’s goals

  • Provide campaign strategies and brainstorm new ideas and concepts to wow potential clients and grow current clients

  • Partner closely with internal teams on day-to-day operational processes and larger, high-impact strategic improvements

  • Work across departments (product, marketing, Sales Ops, AdOps, Tech Ops) to create, drive and improve workflow processes

  • Responsible for reporting and/or presenting KPI’s to Leadership or Senior Management on a regular basis

  • Maintain a comprehensive knowledge of their accounts and analyze and interpret performance data to provide optimization recommendations and client facing reporting

  • Provide Facebook training to clients, deliver account management for our platform, analyze data and provide proactive recommendations

  • Provide high-quality service and drive the bar higher for client satisfaction

  • Partner closely with data science, product and development teams internally to drive platform innovation and company growth

  • Proactively drive idea generation and innovation to improve process, tools and efficiency

  • Join sales meetings as subject matter expert for Facebook

  • Aligning Performance for Success - Focusing and managing individual performance by helping others set performance goals and then, tracking results and evaluating performance effectiveness.

  • Coaching and Developing Others - Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities. 

  • Driving Execution - Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.

  • High Impact Communication - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions.

  • Stress Tolerance - Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization. 

  • Facilitating Change - Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace. 

  • Delegation and Empowerment - Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up. 

 

What you bring to the table:

  • Bachelor’s degree from an accredited college or university

  • 7+ years of working experience in the online advertising industry, and at least 2 years experience running and optimizing Facebook ads through FBM or an FMP

  • 3+ years of experience mentoring/leading/managing teams

  • Thorough understanding of Facebook ad models, targetings and campaign optimization

  • Proven ability to manage multiple clients/ projects at a time while paying strict attention to deliverables

  • Proficiency in standard business and sales software, including Salesforce, Gsuite, and Office products

  • Great time management and organizational skills

  • Must be fluent in the language of the region you support

  • Understanding of the online advertising industry required

  • Depending on the location of your clients and/or team, travel required - up to 20%

 

Perks:

  • Opportunities: Be part of a growing team with training and support to help you grow

  • Ownership: Lead creative and challenging projects

  • Give Back: We give 40 hours a year to volunteer and organize office volunteer programs with local organizations

  • Culture: Strong core business values, focus on teamwork, vibrant, social and fun environment

  • Snacks: Variety of snacks in the office

  • Meals: Monthly catered lunches & happy hours

  • Competitive Localized Benefits

  • IATA Travel Discount

  • Time Off: Flexible vacation days

 

At Sojern, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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