Client Success Manager Jobs

Gannett 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.
Gannett open roles are featured on various external job boards. When applying to a position at Gannett, you should be completing an application on Gannett Careers via Dayforce. Job postings directing you to complete an application on other external sites may not be valid.
To connect with us, visit www.gannett.com
Client Success Managers are the stewards of our client relationships. The key focus of the Client Success Manager role is overseeing and managing the client’s expectations with the products and services they run with us (overall campaigns) and aiding in their success when working with us. This involves communicating with both the client (actual client, sellers, and market leaders) and internal teams across our entire organization to ensure the client’s expectations (benchmarks, KPIs, timelines, and goals) are relationship. Oftentimes, this means being a translator, teacher, and advocate for the client’s needs, and working with all resources available to meet those needs.
Communication on performance and metrics across all placements is imperative to our success in working with clients. However, this communication and reporting is only the first step. With robust client relationships, campaign reporting takes on a deeper meaning. Guidance through the often difficult-to-understand detail, as well as explanations on shifts and optimizations, are an essential part of the conversation and are followed by thorough recommendations and guidance on how we as a company plan to move forward towards their success.
The Role oversees:

• SEO – strategy discussion and recommendations
• Remarketing
• Google Ads, Targeted Display, Facebook paid media strategies
• Text-based advertising
• Website – strategy discussion and recommendations
• Specialty Advertising
• Social and Reputation Management – strategy discussion and recommendations
• Video – strategy discussion and recommendations
• Creative – strategy discussion and recommendation
• Content Marketing – blogs, sponsored content – strategy discussion and recommendation
• Targeted Email
• Local owned & operated paid media strategies

Expectations:

• MEET WITH CLIENTS on an as-needed basis with your sales reps, not solely to deliver reporting
• That you generate through reporting.
• PROVE SUCCESS with regular reporting conversations. Take ownership of leads and revenue
• Campaign Deployment
• OWN PROBLEMS. Work to resolve any problems, issues, and campaign problems both quickly and effectively. This means working with all necessary team members, communicating in a timely manner, and “owning” the client’s issue until it is resolved.
• The role will include aspects of the following:
• COMMUNICATE. Communicate. Communicate.
• Or status updates, but also to learn what’s new and changing within their business.
• Pre-Sales Support
• Pulling in all key stakeholders or team members across departments to ensure we’re aligned on the client’s business goals and strategy forward.
• Case Studies
• Campaign Review
• Finding Optimizations & Opportunity for Growth
• QA Reporting
• UNDERSTAND the Client’s Business Goals. Always.
• STRATEGIZE. Set up, lead, and participate in internal strategy meetings when large campaigns are sold
• Benchmark Data

Responsibilities:

• Work with your Client Success Strategist at Amplified Digital Agency for any outlier strategies that you need help understanding. They can provide you with the resources to get you started
• Build out internal documents, frameworks, and playbooks
• Maintain a working onboarding process including in-spec creative, tactic documentation
• And steps needed to get each tactic live
• Support your sellers with information, insight, communication, transparency, intelligent initiative, research, recommendations, and optimization strategies
• Communicate successes and deliver in-depth reporting, identify potential optimization and/or upsell opportunities, and present these opportunities to your sellers and clients as they arise
• Be prolific in your understanding of our standard local and agency platforms
• Proactively identify and troubleshoot campaign issues
• Develop and refine local KPI benchmarks, and work with your agency Client Success Manager as your resource for agency KPI benchmarks
• Develop a customer journey that our customers will love

Requirements:

• Proficient with Google Ads, Facebook, and targeted display paid media platforms
• Strong leadership skills that demonstrate your ability to think strategically, execute tactically, and collaborate effectively with key stakeholders internally and externally
• Passion for developing deep customer relationships at all levels built on trust, authenticity, and results
• Strong bias for speed, yet detail-oriented to ensure customers are satisfied
• Achieve and maintain Google certifications for Google suite of products (Search, Display, Video, Shopping, Analytics)
• Proficient with CRM tools (e.g. Salesforce/HubSpot)
• 3+ years of experience in Client Services or Account Management in marketing, advertising, or digital media
• Clear and direct written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate with both technical and non-technical audiences are necessary
• Bachelor’s Degree in General Business, Marketing, Advertising, Public Relations, Journalism or English
• Ability to work transparently in a team-driven environment

#LI-REMOTE
#LOCALiQ
#LI-LL!1
The annualized base salary for this role will range between $38,700 and $93,150. Variable compensation is not reflected in these figures and based on the role, may be applicable. Exact compensation may vary based on skills, experience, location, and union representation, if applicable
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 (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), 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. In addition, Gannett Co., Inc. will provide applicants who require a reasonable accommodation, as a result of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an individuals’ application for employment with Gannett Co., Inc. Applicants who require such accommodation should contact Gannett Co., Inc.’s Recruitment Department at [email protected].