Senior Manager, Client Services (NY or SF)
Trulia - New York, NY

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Trulia (NYSE: TRLA) is looking for a talented individual to join the high performing, hard working and fun loving Advertising Operations team. This department consists of two groups – campaign managers (trafficking) and client managers (customer service). The Senior Manager, Client Services will oversee the two current client managers and be an integral part of developing this new team. The Senior Manager, Client Services will establish processes and workflow to ensure Trulia’s advertisers receive the best service and optimal campaign performance. This person will also have a significant influence on company revenue by ensuring media campaigns are fully delivered. The three key metrics of success are related to billed revenue, client satisfaction, and retention rates. The ideal candidate will have a track record of facing problems smartly and with confidence, overcoming obstacles with limited time or resources and most importantly, maintaining composure under pressure. The Senior Manager, Client Services must be a top notch team player willing to collaborate on a variety of projects as well as an efficient and trustworthy independent producer. He or she must also be comfortable in a rapidly changing work environment. Amazing attention to detail, superb written and verbal communication skills and creative problem solving abilities are must-have qualities. If you are an analytical thinker and a people person, you will thrive in this new role. Trulia has over 23 million monthly unique visitors, a wide variety of unique advertising products and a rapidly growing mobile presence. This position can be based either in Trulia’s Manhattan office near Union Square or in Trulia’s San Francisco headquarters.
Responsibilities

Develop processes to measure growth and performance of client services department. Establish workflow and best practices. Ensure professional success for 2+ direct reports

Coordinate client onboarding operations from contract processing to campaign implementation

Work with Trafficking group to optimize campaign performance and accurately forecast revenue based on detailed pacing and delivery data

Work with Sales Development group to evaluate campaign performance on vertical basis for use in developing new, better products

Support Sales representatives with account reviews and in-person meetings

Collect data from a variety of sources (comScore, Omniture, Hitwise, DFP, Trulia specific query tools, etc.) to compose clean, meaningful reports for internal and external use

Develop and nurture client relationships to exceed quarterly satisfaction goals. Exhibit flexibility, patience and professionalism at all time

Become Trulia.com expert, capable of answering off-the-cuff questions with ease or directing queries to the appropriate parties

Organize events from lunches to full scale client entertainment nights. Manage ordering and delivery of Trulia swag

Proactively seek new online advertising knowledge, keep current with interactive media trends

Requirements

BA/BS with strong academic record

At least 4 years experience in client services or account management, preferably for an internet media company

Passion for providing excellent service and exceeding client expectations

Familiarity with DFP, DSM, Adapt, Boomerang, AdSense, Ad Exchange, Rubicon, Salesforce.com, comScore, Omniture and other relevant programs is a plus

Expertise in all standard Windows Microsoft programs, especially Excel and PowerPoint

Self-motivated and proactive with superior organization skills and incredible attention to detail

Excellent written and verbal communication skills Confidence interacting with people across all departments and levels of the organization both internally and externally

Proven ability to meet or exceed aggressive deadlines and manage and prioritize a high volume of projects simultaneously

Creative problem solving dexterity. Analytical approach to driving revenue and optimizing whole inventory yield

Understanding of online advertising industry, text links, rich media display products, campaign success metrics, media buying/selling, and sales process preferred

High caliber recommendations

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Trulia’s close-knit teams of energized & happy brainiacs creatively help people make smarter real estate decisions. This is an...