We are looking for an excellent communicator, who enjoys building relationships internally and externally, is extremely organised and is also commercially minded.
Experience
We are excited to be recruiting our first Client Success Manager to join the high performing Commercial team at LeadDev. The remit of this role is to manage our clients' digital campaigns, ensuring on time delivery, meeting agreed campaign outcomes, delighting the client and providing demonstrable value to encourage account growth.
We are looking for an excellent communicator, who enjoys building relationships internally and externally, is extremely organised and is also commercially minded. The perfect candidate also has in-depth experience of managing multi-channel campaigns, including advertising, webinars, articles and virtual roundtables. Experience of working in the technology media space would also be a benefit, although not essential.
Key responsibilities
Client management
- Working across the LeadDev portfolio, you will project manage the successful delivery of client digital campaigns, acting as a bridge between the client and all internal stakeholders (marketing, editorial, product, event operations and sales).
- Following a brief and an introduction from the Account Manager, you will be responsible for all client campaigns, managing their campaign to the agreed timeline, with an appropriate level of customer contact, and responding to their queries in a timely and professional fashion.
- Working as part of the Commercial team, you will be integral to driving client renewals and increasing their lifetime value, spotting opportunities for cross-sell and upsell and communicating them to the Account Managers
- Set and manage client expectations and provide regular reporting and updates, as well as identifying moments to delight our clients
- Act as a trusted advisor to ensure our clients understand how to secure maximum value from working with LeadDev. Have the confidence to push back on clients when needed to ensure the integrity of the campaign is withheld and outcomes agreed can be achieved
- Be proactive with tackling issues with collaboration from internal stakeholders, and when necessary, raise with the Head of Business Development
Internal management
- Support the core client success mission by aligning the key internal stakeholders (marketing, editorial, product, event operations and sales) and leading regular briefings and updates
- Deliver clear campaign briefs to the marketing team so they can effectively execute campaigns designed to deliver on client outcomes
- Work closely with Event Managers responsible for client sponsorships to ensure a consistent experience for clients and the most effective management for a campaign
- Support the evolution of the Client Success function, creating solid processes and reporting requirements
- Taking ownership of campaigns, you will proactively monitor its progress, resolve issues and communicate and initiate appropriate actions.
Leadership and Relationship Management
- Provide support to others in the team to help ensure individual, team and company targets are met, and KPIs are attained
- Foster a positive, motivational and results-driven environment
- Forge strong relationships with key internal stakeholders
Skills & Knowledge
- Experience in managing campaigns/programmes, preferably in media
- Confident working directly with the client via multiple communication channels. Highly articulate with accurate written and verbal communication skills
- Data driven, strong IT and analytics/reporting skills, with the ability to pick up new systems quickly
- The ability and resilience to work to tight deadlines and to remain calm under pressure in a fast-moving environment
- Strong organisational, project management, and communication skills
- Experience of building and implementing client focused processes would be desirable
- Proactive and enthusiastic with a strong work ethic. Demonstrates drive, determination and an appetite for success and progression
- Outstanding people skills with the ability to develop relationships with a wide range of individuals. Excellent skills in diplomacy.
- Excellent accuracy/attention to detail essential
- Commercially aware
- A born problem solver
- Effective independent worker and team player
You'll find more about LeadDev and what it's like working in the team and details of our benefits package here.
If you would like to apply, please send your CV and a short cover letter by January 3 to [email protected]. First-round interviews will begin the week commencing January 9 by video call.
