Manage multiple accounts; develop positive working relationships with all customer touch points
Ā· Drive client retention, renewals, upsells and client satisfaction
Ā· Work closely with Associate Account Managers and Ad Operations on day-to-day operational processes including campaign set-up, receipt of creative or tags, trafficking, optimization, troubleshooting and QA
Ā· Work closely with Analytics and Ad Operations to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed
Ā· Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign
Ā· Leverage technical tools and quantitative data to manage campaigns to success, high customer satisfaction and renewal
Ā· Prepare campaign insights reporting, including analysis and research
Ā· Manage weekly campaign status documents for review
Ā· Work closely with Finance on billing set up and invoicing
Ā· Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
Ā· Adhere to established processes and workflows, as it relates to campaign set-up and pixel placement strategy, creative execution (including dynamic creative), ad trafficking, campaign management and any troubleshooting necessary with pixels, creative assets and campaign reporting
Ā· Provide input on new processes and workflows as needed
Ā· Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight
Ā· Maintains administrative staff by recruiting, selecting, orienting, and training employees.
Ā· Supervises clerical and administrative personnel by communicating job expectations, appraising job results, and disciplining employees.
Ā· Sets policies and procedures for training, coaching, counselling, and career development for staff.
Ā· Initiates and coordinates goals, deadlines, and projects for their department.
Ā· Develops and implements policies and procedures to improve operations and function of the department.
Ā· Monitors and procures needed supplies for office, reception, mailroom, and kitchen.
Ā· Ensures a safe, secure, and well-maintained facility that meets environmental, health, and security standards.
Ā· Manages the maintenance and repair of machinery, equipment, and electrical and mechanical systems.