Senior Customer Service Manager

Contenu de l'offre Senior Customer Service Manager chez MakeMeReach

Paris (75)

MakeMeReach is a fast-growing advertising cloud platform empowering world-leading agencies (Havas, Dentsu-Aegis, Social.Lab, OMD…) and advertisers (Disney, Birchbox, Audible, MAPFRE…) to maximize digital advertising performance at lower cost.

As an official partner of major networks including Facebook, Instagram, Google, Twitter, Snapchat and Pinterest, we support contemporary channels that help brands and agencies to attract audiences and measure the results of their cross-channel campaigns in one unified, actionable dashboard that cuts across companies, franchises and branches.

MakeMeReach is proud to be part of the Perion Network group a global public company, traded at the Nasdaq, incorporated in 1999.

We are looking for a passionate and solution-oriented Senior Customer Success Manager to be responsible for multiple client accounts.

Missions:

The Senior Customer Success Manager's responsibilities include maintaining a thorough knowledge of our business and offerings, developing and implementing digital strategic plans to meet our clients goals and objectives, and grow accounts, managing and strengthening client relationships, identifying new business opportunities, and coordinating with internal teams to deliver on client expectations.

To be successful as a Senior Customer Success Manager, you should be able to manage and develop your accounts and ensure client satisfaction.

Responsibilities:

As part of the Client Services team, the Senior Digital Account Manager is in charge of a portfolio of clients (different verticals) and manages the main channels managed by the company: Google Ads, Facebook Ads, LinkedIn Ads, Pinterest Ads, etc.

His responsibility is to manage and optimize advertising campaigns, ensure customer relations, and propose strategies adapted to our clients’ issues.

Missions:

Manage multiple accounts; develop positive working relationships with all customer touch points Drive client retention, renewals, upsells and client satisfaction Understanding client needs and developing a digital strategy to deliver solutions Management and optimization of clients’ budget spent on each channel to reach their goals Work closely with 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 Ad Operations to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed Understand customer goals and key performance metrics and exceed those goals throughout the digital advertising campaigns Excellent communication and reporting to customers on strategy, results, actions taken and problems encountered Proposal of new tools, advertising formats, channels and trends to customersLeverage 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 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

Requirements

We are looking for someone who has great strong communication, customer service, and account management skills and who is highly organized and accomplished at solving problems.

Your are - You have :

4+ years experience in a similar position Experience in managing large account portfolios Very comfortable and familiar with the main advertising networks and tools: Google Ads and Facebook Ads. LinkedIn, Twitter, Pinterest, Snapchat, Amazon and TikTok Ads are a plus Proficiency with Microsoft Office Suite and Google Docs Good knowledge of product feeds and set up of Dynamic Ads and Google Shopping Campaigns Good knowledge of tracking solutions such as Google Tag Manager, Google Tag Assistant and Facebook Pixel Helper Excellent communication skills with a customer service attitude Strong analytical and organization skills + highly organized and solution-oriented Demonstrated ability to work independently and remain motivated Detail-oriented and able to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations Fluent English mandatory, both written and spoken. Another language is a plus. CV's must be sent in English.

Benefits

We offer

Very dynamic and challenging environment Attractive wage and daily perks (fresh fruits, unlimited drinks, gym memberships...) Great office in the center of Paris, with stunning terrace International, open-minded and united team Contacts with the biggest online advertisers and agencies, and very close relationships with Facebook, Twitter, Snapchat and Google teams.