Client Success Manager

Posted Friday, February 9, 2024 at 5:00 AMGannett Co., Inc. (NYSE: GCI) is a subscription-led and digitally-focused media and marketing solutions company committed to empowering communities to thrive. With an unmatched reach at the national and local level, Gannett touches the lives of millions with our Pulitzer Prize-winning content, consumer experiences and benefits, and advertiser products and services.Our current portfolio of media assets includes The USA TODAY NETWORK, which includes USA TODAY, and local media organizations in 43 states in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. We also own digital marketing services companies under the brand LocaliQ, which provide a cloud-based platform of products to enable small and medium-sized businesses to accomplish their marketing goals. In addition, our portfolio includes one of the largest media-owned events businesses in the U.S., USA TODAY NETWORK Ventures.This Client Success Manager will serve as the primary digital campaign execution lead for our clients and will own client experience and campaign results. The incumbent will collaborate with sales staff and advise our existing clients on how best to leverage current and emerging marketing solutions to meet their business objectives.Candidates will be in proximity to our office in Plano TX, working within the office three days each week.Individuals in this role will possess strong product expertise in USA Today Network marketing solutions and will collaborate with sales executives to identify opportunities and effectively deliver on marketing solutions to best suit our clients’ business needs and maximize their return on investment. This role must understand client objectives and marketing programs to devise appropriate strategies and campaign implementation plans. They will be responsible for the ongoing management of the client relationships and marketing plans, including full accountability for post-sale campaign execution in collaboration with backend support resources and other SMEs, including but not limited to various digital solutions and ad operations teams, focused on delivering to client objectives.Key success measures for this role will be client satisfaction and client revenue and account retention.Position Requirements:Strong proficiency in client relationship management, and ability to leverage the portfolio of USA Today Network and LocaliQ services offerings.Ability to effectively manage day-to-day campaign performance, assess campaign trends, facilitate client advertising performance discussions, and identify creative new advertising techniques to further our clients’ marketing needs.Position Responsibilities:Build rapport with client representatives, including digital and marketing staff members or often the business owner, through routine and scheduled interactions.Develop and advise on marketing strategies by understanding client expectations, assessing feasibility, and identifying marketing and advertising opportunities for our clients.Lead the creative development process in collaboration with sales and ad design resources to ensure messaging and advertising assets are optimized by platform and will achieve client marketing objectives.Proactively manage relationships with key internal and external vendors to ensure deliverables meet agreed-upon specifications, deadlines, and standards.Monitor, evaluate, and leverage standard processes and resources to manage campaign performance and determine improvement opportunities.Troubleshoot and resolve performance issues using best practices and support resources while creating new, innovative solutions to meet the changing needs of our clients.Drive campaign ROI and leverage client relationships to assist the sales team in growing accounts.Manage client expectations, communication, and performance metrics.Incorporate constantly evolving technologies and processes into the client solution delivery process.Key Skills:Ability to quickly master business processes, marketing, and technology concepts.Demonstrated expertise in customer relationship management.Mastery of key technologies and systems to manage marketing campaigns.Knowledge of ad management, billing and workflow management, and analytics platforms.Strong verbal and written communication skills.Strong technical and analytical skills to assess and routinely lead improved marketing campaigns over their lifecycle.Demonstrated expertise with USA Today Network marketing solutions, systems, and processes.Customer focus.Organization.Analytical thinking.Business process and technology acumen.Conflict management.About You:Bachelor’s Degree (i.e., General Business, Economics, Finance, Marketing, Advertising, or Public Relations).2+ years hands-on experience managing online/digital advertising campaigns.Must have 3+ years of client service/account management experience.Gannett Co., Inc. is a proud equal opportunity employer committed to building and maintaining a diverse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance, sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status, education, genetic characteristics or information, political affiliation, military or veteran status, or other classifications protected by applicable federal, state, and local laws in the jurisdictions where Gannett employs employees.

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