Sr. Account Manager, Client Services
The Sr. Account Manager of Client Services is responsible for the hands on management of advertiser campaigns, in partnership with Sales, to ensure best in market customer service, overall campaign success, and high levels of customer happiness. This person will work closely with other Rocket Fuel organizations, including: Professional Services, Sales, Ad Operations and Analytics, to provide day-to-day campaign management. They will also be responsible for developing/maintaining long lasting customer relationships.
Key Tasks & Responsibilities
Manage (and project manage) multiple advertiser and agency accounts; develop positive working relationships with all customer touch points. May include pivotal accounts.
Work closely with Associate Account Manager, and Ad Operations, on day-to-day operational processes including campaign set-up, receipt of creative or tags, trafficking, optimization, trouble-shooting 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 partners to understand customer goals and key performance metrics, and then utilize all Rocket Fuel’s resources and analytical tools to ensure we far 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 leveraging Rocket Fuel and/or 3rd party performance and delivery data.
Manage weekly campaign status documents for internal review with sales, operations, analysts and executives.
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 work flows, as it relates to campaign set-up and pixel placement strategy, creative execution (including dynamic creative), ad trafficking, campaign management and any trouble-shooting necessary with pixels, creative assets, and campaign reporting. Provide input on new processes and work flows as needed.
Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight.
Skills & Attributes
Must be nerdy and lovable.
Superior time management and multi-tasking skills.
Strategic thinking and strong business acumen.
Ability to influence (up or down).
Proven experience in interactive ad sales or account management.
High degree of organization, creativity, self-motivation, and drive.
Familiarity with commercial ad serving platforms such as DoubleClick DART, Atlas, etc.
Eagerness to work in a start-up team environment that will be rapidly changing.
Commitment to quality and accuracy – meticulous attention to detail.
Ability to build strong relationships both internally and externally.
Willingness to do whatever it takes to get the job done.
Excellent oral and written communication skills.
Passionate about online media.
Familiarity with industry pricing and attribution methodologies is a plus.
Eagerness to work in a fast-paced team environment.
3+ years working in online advertising in a client-facing role (account management, sales/BD, sales engineer, etc.).
Agency experience is a plus.
BS or BA required.