Manage multiple accounts; develop positive working relationships with all customer touch points
· Drive client retention, renewals, upsells and client satisfaction
· 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
· 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
· Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout the campaign
· Leverage technical tools and quantitative data to manage campaigns to success, high customer satisfaction and renewal
· Prepare campaign insights reporting, including analysis and research
· Manage weekly campaign status documents for review
· Work closely with Finance on billing set up and invoicing
· Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
· 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
· Provide input on new processes and workflows as needed
· Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight
· Maintains administrative staff by recruiting, selecting, orienting, and training employees.
· Supervises clerical and administrative personnel by communicating job expectations, appraising job results, and disciplining employees.
· Sets policies and procedures for training, coaching, counselling, and career development for staff.
· Initiates and coordinates goals, deadlines, and projects for their department.
· Develops and implements policies and procedures to improve operations and function of the department.
· Monitors and procures needed supplies for office, reception, mailroom, and kitchen.
· Ensures a safe, secure, and well-maintained facility that meets environmental, health, and security standards.
· Manages the maintenance and repair of machinery, equipment, and electrical and mechanical systems.
