Director, Client Success

Job Description

The Director, Client Success oversees the Client Success team that serves as consultative digital marketing leads for Nexstar's largest advertisers. As part of the Strategic Accounts group, Client Success team members oversee day-to-day account management and campaign process, partnering with operations teams on fulfillment and optimization, and providing reporting with strategic insights and analysis to the clients. Client Success tells data-driven stories about campaign performance with a focus on client retention and campaign renewals as key performance indicators. The team collaborates very closely with Media Strategy and Sales throughout the entire campaign process, pre-sale to post-sale.

The Director is focused on building and developing a strong team focused on superior service, meaningful client relationships, and campaign performance. This individual mentors the team on problem solving and providing strategic expertise in campaign activation and ongoing account management. The Director collaborates closely with cross-departmental leadership, including Media Strategy, Sales and Activation, and reports to the VP, Strategic Accounts.

This role requires a background in digital media with prior team leadership and client success/account management experience.

Principal Duties & Responsibilities:
• Account Supervision:
• Oversee the ongoing management and success of all Strategic Accounts
• Identify ways to continually enhance our strategic support and service through a deep understanding of client needs and objectives. Focus on campaign performance to maximize client retention and grow company revenue.
• Develop trusted partnerships with clients, stations, and sales directors as the leader of the account team
• Resolve escalated account issues in a timely and effective manner, keeping others informed and involved
• Team Management:
• Mentor all Client Success team members, including ongoing coaching and development while working particularly closely with Client Success Supervisors on account team management.
• Collaborate closely with Strategic Accounts leadership on team projects and initiatives, integrating business goals and requirements effectively into work with buy-in from the team
• Define, refine, document, teach and apply process to minimize friction for our team, stations, and clients
• Oversee hiring and training for Client Success
• Oversight of all CSM Responsibilities:
• Manage accounts from strategic planning through campaign reconciliation and wrap up, with primary ownership of the post-sale phases of the campaign lifecycle
• Lead client kick-off calls and establish campaign timelines. Review and organize client assets for Activation teams to set up and launch the campaign successfully.
• Resolve campaign issues in a proactive and timely manner, utilizing resources effectively and QAing technical issues when needed
• Monitor campaign pacing and performance, alerting activation team on questions
• Customize and present client-facing reporting dashboards. Expertly speak to Search / PPC campaigns, Programmatic Display and Video, and Social campaigns providing thoughtful analysis and recommendations to meet client KPIs
• Prepare campaign reports and presentations that tell data-driven stories to clients with thoughtful strategic insights, including monthly and annual reports and wrap decks

Specialized Knowledge/Skills/Abilities:
• Enthusiastic leadership and experience managing a team through change and day-to-day challenges while mentoring, coaching, and training team members of different levels
• Superior verbal and written communication skills for effective collaboration in all directions, including senior leadership. Confident, articulate, straightforward, and engaging
• A strong focus on finding solutions and getting things done, both for clients and within our team. Highly empathetic to the needs of the client and sales contacts, as well as fellow team members
• Intrinsic and unwavering sense of accountability and ownership with an ''all-hands-on-deck'' entrepreneurial attitude, taking personal pride in doing the best possible work to exceed client and sales expectations
• Master in the art of finessed client communication (what to say, when and how to say it, and to whom, to manage expectations)
• Embraces change: adaptable, agile, able to pivot to reflect changing processes and technology, industry evolution, and client requirements
• Reliable and well-organized, able to prioritize work effectively for both self and team
• Emphasis on quality output, with sharp attention to detail and QA
• Quick learner who can absorb and understand information, then recognize trends and patterns to identify problems and find solutions
• Well-versed in digital strategy, understanding industry standards and best practices. Excited to keep learning about new developments
• Comfortable with the technical aspects of digital advertising: data, tagging and tracking, programmatic buying, dashboard configuration, advertising platforms, etc
• Strong media math, Excel, and PowerPoint skills
• Must have experience in some of the following areas: DSPs/Programmatic, Facebook/Instagram, Google Ads, YouTube, Google Analytics, Google Tag Manager, TapClicks (or similar)
• Values diversity, with an open-minded outlook and respect for differing backgrounds and opinions
• Committed to playing an active role on our team while having fun along the way

Education/Experience: Bachelor's degree (marketing or advertising preferred), or equivalent experience. 6+ years of agency or media company account management and/or client services, successfully managing complex client relationships; 4+ years of team and people management is required. A strong understanding of the entire digital campaign process is a must, from media planning and activation through to reporting and analysis. Work Environment/Mental/Physical Requirements: Fast-paced office environment with deadline pressures. Position requires managing a remote team, day-to-day multi-tasking, and handling multiple projects simultaneously with frequent change in direction and priority.

NOTE: This job description contains the basic requirements for the position and is NOT intended to be a complete list of responsibilities; other duties may be assigned.

Jobcode: Reference SBJ-rezw45-3-145-186-173-42 in your application.