Client Solutions Manager- Retail

About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo.

About the Job

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo.

We have an opening for a customer service-centric, analytically minded, and detail-oriented Client Solutions Manager (CSM). We are looking for someone with media experience that will work hand in hand with TikTok’s sales team. The CSM will be a crucial member of a growing team that will support sales in meeting its objectives and providing best in class customer service to clients, both internal and external. The CSM will be responsible for partnering with the sales team to drive revenue by negotiating and optimizing complex opportunities and use data and analytics to build a consultative solution for our customers. They will establish and strengthen key client relationships with a focus on driving revenue, advertiser education & advertiser satisfaction. Success in this position requires a great focus on client service, ability to thrive in a dynamic work environment, and provide custom solutions for advertisers leveraging our unique ad product suite. The most successful candidates in this role will have a high degree of intellectual curiosity and thrive in an environment where optimal solutions may involve a combination of “inside the box” and “outside the box” thinking.

Responsibilities

- Manage and grow post-sale client relationships with advertisers of all sizes

- Coordinate and collaborate with ad ops, product and R&D teams, etc. internally to ensure a smooth and successful campaign execution

- Monitor and analyze ad campaigns and proactively take initiative to improve results

- Investigate and work directly with product and engineering teams to help them troubleshoot client issues during a campaign

- Analyze campaign performance data to offer clients data-driven business insights and simultaneously use those insights to improve our advertising offerings

- Share marketplace feedback and guide our advertising strategy

- Support and work with the sales team on pre-sale research and pitch

- Conduct regular business reviews and take a consultative, long-term approach to build productive relationships with clients, in collaboration with the sales team

- Manage custom programs or sponsorships with other departments internally

- Lead the custom content campaigns to ensure assets are distributed and delivered timely

- Kick-off campaigns with clients and manage all timelines, assets and opportunities for optimization

- Assist Ad Operations with running weekly or ad hoc reports for campaigns and clients

- Maintain up-to-date knowledge of TikTok’s features and ad units

- Serve as an external product consultant educating clients and agencies on product solutions and best practices, and ultimately grow existing business partnerships

- Proactively lead product update discussions, educate brands and agencies on TikTok’s new and existing products, and advise on best practices to drive optimal performance and groundbreaking campaigns

Qualifications

- At least 3 years of experience (more experience is welcome!) in account management / client services roles in digital marketing or ad tech – experience with auction-based ad networks a plus

- Experience in campaign management and set up

- Experience helping clients execute custom branded campaigns

- Experience managing branding advertisers

- Experience in performance advertising managing significant complex and scaling challenges

- Experience with campaign delivery analysis from disparate data sources

- Experience with ad verification partners (IAS, DV, MOAT) – campaign optimization based on internal and 3rd/4th party data a plus

- Experience diagnosing and solving technical problems with product and engineering teams is a big plus

- Working knowledge of Microsoft Office: PowerPoint, Excel, and Word – Keynote knowledge a plus

- Exceptional verbal and written communication skills and ability to effectively translate technical language to non-technical stakeholders

- Excellent active listening skills and proactive about collaboration

- Adaptability and strong problem-solving skills using the proper escalation process

- Ability to analyze data and identify insight

- Impeccable attention to detail and highly organized

- Self-starter and motivated to learn

- Have a passion for TikTok

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience.

TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected].