Team Lead, Client Success

Plano, TX, USA Req #15785
Tuesday, September 7, 2021

The CSM Team Lead will play an important role in the success of the Client Success Manager (CSM) team by providing team member support to contribute to an overall excellent client experience. Demonstrate expertise in handling difficult client requests and how to best advise the CSMs on solutions to meet client business needs. Assist in onboarding new hires and deliver instructional training. In this role, the CSM Team Lead will assist in building rapport with the supporting teams to help with at risk campaigns and assist and coach CSMs in troubleshooting their digital marketing campaigns. A successful candidate for a CSM Team Lead will be able to quickly diagnose campaign performance issues, recommend changes, and communicate changes. Additionally, the CSM Team Lead will be responsible for managing a book of business.
 

Team Lead Support   

  • Proactively manage the customer relationship while conducting regular scheduled meetings 
  • Help coach and provide structured feedback to CSMs to improve their client communication and campaign management 
  • Handle escalated issues 
  • Troubleshoot performance issues for at risk clients while creating new, innovative solutions to meet the changing needs of our clients 
  • Help build culture and be a positive role model for the department 
  • Assist with new team member training and onboarding 
  • Contributes to achievement of team goals including posting performance, CSAT surveys, and revenue 
  • Manage workflow and timely completion of all team digital display creative by using tools such as Salesforce, ATOL, OrderHub Production 
  • Manage team email inboxes and out of offices, ensuring requests are addressed timely 
  • Follow Ups for team members during extended absences 
  • Assist with documentation of processes, procedures, and best practices 
  • Facilitate the resolution of order entry questions for CSM team members 

Knowledge skills and abilities

  •  Ability to quickly master business process, marketing and technology concepts 
  • Ability to communicate effectively with internal sales teams and other departments to achieve common goals 
  • Demonstrate expertise in customer relationship management 
  • Mastery of key technologies and systems to manage digital marketing campaigns 
  • Ability to provide feedback and coaching to Customer Success Managers on client communication, campaign performance, and the entire digital marketing landscape 
  • Ability to coach or lead by example for client communication and campaign management 
  • Strong verbal and written communication skills 

Client Support   

  • Fulfills digital products using Best Practices 
  • Uses Salesforce to manage day to day activities including calls, emails, and updated client contact information 
  • Drive campaign ROI and leverage client relationships to assist in account growth 
  • Coordinates onboarding of assigned clients to ensure launching of quality campaigns 
  • Manage client expectations, communication and performance metrics  

About You   

  • Mastery of key Gannett technologies and systems to manage digital marketing campaigns 
  • Demonstrate dedication to meeting client expectations and requirements 
  • Strong attention to detail with excellent organizational and problem-solving skills 
  • Thrives under pressure and can multi-task in a deadline-driven environment 
  • Self-directed, open to coaching, and willing to work with others toward a common goal  

 

Key Competencies 

  • Leadership 
  • Ability to clearly and succinctly explain organizational goals 
  • Accessible and approachable to employees and internal partners 
  • Provides inspiration and motivation through challenging situations 
  • Contributes to building a positive culture and is a role model for team members 
  • Understanding Organizational Objectives 
  • Ability to articulate positive correlation between post sales tasks and revenue growth 
  • Willingness to explore new ideas that drive revenue and promotes “The Big Picture” 
  • Embrace change to prepare, equip and support team adoption to drive goals 
  • Innovation and Problem Solving 
  • Maintaining a strong eye on business processes to gauge effectiveness 
  • Creativity in using organizational resources when faced with unfamiliar tasks / resources 
  • Natural curiosity to learn new products / processes to drive organizational objectives 
  • Conflict Resolution 
  • High level of emotional intelligence 
  • Listen objectively to team members feedback 
  • Able to provide feedback in constructive and structured manner 
  • Confidence and autonomy to make decisions in the absence of management 
  • Managing stress quickly while remaining alert and calm 
  • Awareness of and respectful of differences in others  

Organization 

  • Able to manage time and prioritize multiple tasks in a fast-paced environment 
  • Organize tasks, deliverables and meet commitments on time 
  • Sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of time demand involved. 

Analytical Thinking 

  • Capable of interpreting data and making recommendations to prove performance 
  • Able to recognize trends and effectively prepares for anticipated changes. 

 

Job Requirements 

  • Bachelor’s Degree required; significant experience may be considered for the right candidate 
  • 2-3 years hands-on experience managing online/digital advertising campaigns with Gannett 
  • 1-2 years’ experience in the Client Success Manager or similar role 

 

Other details

  • Job Family Client Solutions
  • Job Function Marketing Solutions
  • Pay Type Salary
Location on Google Maps
  • Plano, TX, USA