The Senior Manager of Client Services is responsible for the leadership and hands on management of the Account Management team that supports Enterprise Sales. In addition, this person will also work with Rocket Fuel’s Sales, Sales Engineering, Ad Ops and Analytics teams to provide day-to-day campaign oversight and management for Enterprise customers who choose to work with Rocket Fuel directly (as opposed to through advertising agencies).
Key Tasks & Responsibilities
Team management, including coaching, training & development of the Account Management team, comprised of Account Managers and Associate Account Managers.
Provide insights & direction to team of Account Managers and Associate Account Managers to help drive customer happiness, success and renewal.
Partner with internal cross functional partners to understand – and influence – client 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 client’s campaign.
Drive internal adherence to service level agreements.
Work closely with sales, solutions marketing and product teams to identify developing customer needs.
Oversee Account Manager’s in managing customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up internally and externally to provide closure on any open client issues, questions or objections.
Ensure adherence 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. Define new processes and work flows as needed.
Work closely/collaborate with Media and Channel Manager’s of Client Services, as well as cross-functional leadership, with a focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight.
Manage team work flow, resource allocation, forecasting and budgets (T&E).
Skills & Attributes
Established people leadership experience and demonstrated ability to motivate and develop a team
Proven experience managing complex online advertising campaigns for large direct clients. Precedence will be given to candidates who have a clear history of success running campaigns:
via audience buying-focused channels (not on owned and operated sites).
for direct customers in retail and travel verticals , specifically
Must be nerdy and lovable.
Superior time management skills
Must have strong data analysis/reporting skills and the ability to distil that data into clear and concise take-aways to drive customer satisfaction and retention.
Must have some familiarity with commercial ad serving platforms such as DoubleClick DART and Atlas. Experience with tracking systems used by direct advertising clients (Coremetrics, Omniture and/or Google Analytics) is a major plus.
Some familiarity with vertical specific re-targeting solutions (Criteo, Dotomi) is a major plus.
Familiarity with industry pricing and attribution methodologies is helpful – especially those most often used by direct advertisers (for example, A/B tests to understand incremental change against a control group).
Eagerness to work in a fast-paced team environment.
5+ years working in online advertising in a client-facing role (account management, sales/BD, sales engineer, etc.)
3+ years managing and mentoring a team
A minimum of 8 years of business experience, preferably in the online advertising industry.
Demonstrated experience managing campaigns with clients directly (as opposed to campaigns run through advertising agencies)
BS or BA required
Willingness to travel to visit clients and attend industry events as needed
Rocket Fuel Inc. - 10 months ago