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McClatchy

808 Throckmorton St.
Fort Worth , TX
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Client Success Manager

McClatchy
Fort Worth, TX Full-time
Posted on February 5, 2019

The Client Success Manager is a digital marketing agency which has the drive of a start-up and the foundation of McClatchy, a 160 year-old trusted media source in 28 markets across the U.S. We specialize in customized media planning by listening to our customers and relying on our expertise in tactics such as search engine optimization, reputation and social media management, programmatic advertising and video. We convert plans into action and constantly measure the effectiveness of our customer’s digital marketing campaigns.

The Client Success Manager oversees a team of strategists who serve as client advocates and proactive, strategic resources throughout the digital sales process. The Client Success Manager supports the client success
mission of leading in digital strategy, media plans, customer onboarding, reporting and long-term customer retention. This client-facing position works with the team to promote client retention and growth through excellent customer service and digital marketing savvy.

Responsibilities:

● Lead, coach and manage a high-performing team of Client Success Strategists
● Maintain high quality customer service relationships with Marketing Consultants and clients and act as an escalation point for issues
● Work and effectively communicate with senior management
● Collaborate with local and corporate teams to refine processes and better serve the customer
● Balance staff workload to meet sales and leadership expectations and deadlines
● Set and track performance goals for the team
● Stay ahead of trends and digital marketing capabilities and be a digital marketing leader
● Create focused media plans based on client goals
● Determine tracking strategies needed to tell a campaign’s true story
● Review campaign results and make positive changes when needed
● Coordinate with internal workgroups to onboard clients
● Help design and implement creative strategies
● Compile and interpret marketing research data

Minimum Qualifications

● Bachelor’s degree (B.A.) from four-year college or university and two years related experience or equivalent combination of education and experience
● Two years management experience, preferably in digital marketing or similar field
● Experience with a variety of digital marketing tactics including social, SEO, SEM, and programmatic
● A proven track record in digital campaign sales, strategy and performance management
● Ability to coach and develop a staff while embracing and driving culture change
● Ability to have productive customer interactions in person, on the phone or via email
● Analytical skills and attention to detail
● Ability to learn and adapt new technologies
● Strong written, verbal and presentation skills
● Excellent analytical, quantitative reasoning, problem solving, creativity and strategic skills

Preferred Qualifications

● Experience implementing campaigns using Google Tag Manager and Google Analytics
● Advanced knowledge of campaign tracking strategy including placement of pixels and other measurement software
● Google AdWords and Google Analytics certified
● Experience with Salesforce and Google Drive Focus
● Campaign management alongside Client Success Strategists: 50%
● Staff development and coaching: 30%
● Strategic planning: 15%
● Other managerial tasks and duties: 5%

Equal Opportunity Employment