Senior Client Development Manager – Denver, CO

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| Marketron Broadcast Solutions | https://www.marketron.com

 

JOB DESCRIPTION
Job Description
Position: Senior Client Development Manager
Department: Client Services
Reports to: Manager, Client Development

Summary:
The Senior Client Development Manager (Senior CDM) is focused on customer satisfaction with our digital offerings and expanding the adoption and margin growth within our premium digital account base. The Senior CDM specializes in facilitating our larger, more digitally advanced client’s growth and managing their inherently more complex relationships. The Senior CDM manages the post-onboarding period of the customer lifecycle to drive customer engagement, continued usage, and ongoing growth. A skillful Senior CDM understands the digital and broadcast advertising industries, the business of SaaS software delivery, has a passion for technology, is obsessed with helping customers succeed, has a knack for building strong business relationships and loves working in a fast-paced environment.

The Senior Client Development Manager lives and breathes troubleshooting and is an expert in jumping in to guide customers toward successful resolution of their issues. This includes direct action as well as triaging issues and acting as an “air traffic controller” in organizing a company response to customer issues that need specialized attention and knowledge to address.

The Senior CDM leverages his/her expertise to serve as an advocate internally for our digital clients and marshals resources to meet customer needs where possible. The Senior CDM is comfortable and excited by having regular conversations with executive-level contacts all the way down to sales reps in the field. The Senior CDM is skilled in de-escalating customers and handling difficult, challenging conversations while serving as a trusted resource and guide on their digital journey.

Essential Duties (Including but not limited to the following):
• The Sr. CDM serves as the primary contact for our digital customers and is responsible for developing long-term trusted relationships and ensuring customers’ complete satisfaction. In the case where a software customer has an assigned separate CSM, the Senior CDM will coordinate with the CSM to align customer value objectives and achieve daily success.
• The Sr. CDM is a virtual agent for the customer – performing the majority of his/her duties remotely. In cases where clients may benefit or need in-person support, the Sr. CDM will collaborate with Sr. Director of Digital Strategy to identify opportunities to enlist the services of the Training & Onboarding team.
• Sr. CDMs proactively reach out to, coach and support our customers’ digital sales managers and end-users. This includes ongoing product education, developing digital sales strategies, and helping customers prepare sales presentations. Sr. CDMs may virtually attend sales presentations by our customers serving as their digital subject matter experts to their advertisers.
• The Sr. CDM specializes in developing strong relationships within a client’s leadership team with the goal of becoming their trusted digital product advisor and problem solver. A primary goal is to gain the customer’s confidence in Marketron’s ability to help overcome challenges that may hinder the client’s ability to sell digital advertising.
• The CDM team advocates for the customer and works closely with our digital operations group to coordinate communication and response to any non-routine issues
• Sr. CDMs work closely with the Sr. Dir Digital Strategy to ensure Marketron and our customers are each living up to our commitments from our join growth goals and alignment planning work, run by our Sr. Dir of Digital Strategy.
• The CDM team will react to and coordinate responses to Level 2 support issues and escalations from the customer. Sr. CDMs will follow support protocols to log and resolve issues.
• Sr. CDMs are responsible for customer communication about product changes, upcoming releases, base-wide training and content releases
• The CDM team will provide regular account progress updates across all the metrics we measure, both to the customer and to our teams internally.
• The CDM team will work closely with the CSM team on the preparation and delivery of regular Executive Business Reviews (EBRs) to the customer. This will sometimes include onsite presentations.
• Identify account expansion opportunities and work with Sales to win them
• Partner with Sales team during discussions with prospects to help increase new business win rate and current customer renewal rate
• Develop, prepare and nurture customers for advocacy, including Case Studies, Webinars and Customer Referrals
• Function as Subject Matter Experts to assist the Content team with the development of materials supporting effective customer adoption and system use
• Actively assess quality and effectiveness of client interaction points and working processes impacting the client experience. Work with key stakeholders to apply continuous improvement and discover new opportunities to grow client engagement and usage leveraging industry best practices.
• Monitor customer health scores, identify risk, and work cross-functionality to deliver recommendations to improve customer satisfaction.

Personal Characteristics and Qualifications:
• Excellent proactive communication skills. Outstanding written communication skill.
• Strong salesmanship skills and comfort asking for customer commitments.
• Experience with and a desire to learn and guide others in the use of best-practices in digital sales.
• At least 4 years of experience working within digital advertising, agency experience or operations experience preferred.
• At least 2 years of experience in a sales or account management role (can overlap with digital experience above).
• A strong understanding of the broadcast industry is a huge plus, but not required. A strong desire to continuously expand knowledge of the broadcasting business is required.
• Resilient and hard-working
• Self-motivated team player that has ideas on fresh new ways to exceed customer’s expectations
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Demonstrated technical problem-solving abilities
• Highly developed project management skills and knowledge
• Strong customer service skills in conflict resolution and customer de-escalation techniques
• Must be confident working cross-departmentally to achieve results
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Ability to multi-task and perform under pressure
• Available and willing to be rapidly responsive to urgent client needs, day or night
• Must possess a sense of urgency in resolving issues and empathy for the customer
• Must be a voracious continuous learner.

Exclusions:
• This team is not a sales team. They are not part of the process of bringing in new accounts. They will, however, play a supporting role to help of convince markets in partially penetrated accounts to shift to our platform.
• While this team will do product training and product demos as needed to help customers use the product effectively, this is not an onboarding team. This team is not responsible for in-person training, in-person ride-alongs, etc.
• This team will support the digital operations team in customer responses when needed but won’t own customer communication for routine support or campaign issues

Working Conditions:
• May be exposed to moderate noise levels in an open concept office (i.e. computers, printers, or light traffic)
• May be required to work occasionally in evenings and/or weekends
• May require travel domestically

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all duties and responsibilities managed with it.

Marketron is an Equal Opportunity Employer

 

APPLICATION INSTRUCTIONS
Apply online at www.marketron.com, click on about then careers.

 

ADDRESS
2935 Larimer St Suite 200
Denver, CO, United States
80205