Client Success Manager

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Job Title: Client Success Manager 
Workplace Type: Hybrid
Employee Location: New York (preferred), Philadelphia, Chicago, New Jersey (acceptable)
Job Type: Full-time

ABOUT THE CANDIDATE 

We seek a dynamic candidate with an entrepreneurial spirit, demonstrating high agency and adaptability in a fast-paced industry. They are self-motivated, reliable, and passionate about delivering exceptional service and making a positive impact on client outcomes. While professionalism is crucial, we also value a fun and vibrant personality that fosters collaboration and innovation. In summary, we’re looking for a skilled professional who embodies entrepreneurship, agency, adaptability, self-motivation, reliability, and fun, and is inspired to make a meaningful impact in our industry. 

RESPONSIBILITIES 

As a Client Success Manager at BranchLab, you will play a pivotal role in ensuring the success and satisfaction of our clients. You will be the primary point of contact for our clients, building strong relationships, and serving as their advocate within our organization. 

  • Develop and maintain strong, long-lasting relationships with clients. Understand their business needs, goals, and challenges to effectively address them. 
  • Guide clients through the onboarding process, ensuring a smooth transition onto our solutions. Provide comprehensive training sessions to empower clients to maximize the value of our products. 
  • Serve as the main point of contact for client inquiries, requests, and escalations. Proactively address any issues or concerns, and work collaboratively with internal teams to find solutions. 
  • Drive client retention and renewal efforts by demonstrating the value of our products and services. Monitor client usage and engagement, identifying opportunities for upselling or cross-selling. 
  • Act as a client advocate within BranchLab, representing their needs and priorities. Gather feedback, insights, and testimonials to continually improve our products and services. 
  • Develop a deep understanding of BranchLab’s products and services. Stay updated on new features, enhancements, and industry trends to effectively advise clients on best practices. 
  • Generate regular reports and metrics to track client satisfaction, usage trends, and key performance indicators. Use data-driven insights to inform strategic decisions and drive continuous improvement. 

QUALIFICATIONS AND EDUCATION REQUIREMENTS 

  • Bachelor’s degree in related field. 
  • Proven experience in client-facing roles, such as account management, customer success, or sales. 
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients. 
  • Strong problem-solving abilities, with a proactive and solution-oriented mindset. 
  • Ability to manage multiple clients and priorities simultaneously, with exceptional organizational skills. 

SPECIAL SKILLS 

  • Demonstrated experience in the healthcare advertising industry, with established relationships in the sector. 
  • Understanding of the TV advertising marketplace, including traditional linear TV, CTV, Addressable, and digital advertising. 
  • Comprehensive knowledge of healthcare advertising terminology, market trends, competitors and regulations. 
  • Familiarity with advertising technology platforms and tools, such as programmatic advertising platforms, ad servers, and analytics tools. 
  • Experience with ad targeting strategies, including audience segmentation and emerging trends like AI-driven advertising solutions. 
  • Strong attention to detail, proven track record of successfully implementing advertising technology solutions to achieve campaign objectives and ROI targets. 

BENEFITS 

  • Comprehensive health, dental, and vision insurance plans. 
  • Unlimited paid time off and holiday schedule.