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Customer Success & Digital Operations Manager

Cincinnati, Ohio
The Customer Success &Digital Operations Manager will build and manage a culture of operational excellence, has a comprehensive understanding of the martech stack, processes, problem solving and reporting. This is a new role that initially will be a team of 4 but expected to expand rapidly. This position manages a team that owns digital service delivery and driving success for our customers. This role includes on-boarding, support, services, adoption, ROI, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

  • Drive customer success outcomes for all agency accounts
  • Increase renewal rates and minimize churn
  • Influence future lifetime value through evangelizing our services, customer satisfaction and overall health scores
  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team 
  • Responsible for understanding each client's business requirements and objectives, documenting strategy, and aligning team resources to realize a fast time-to-value experience
  • Ensure proper resource allocation
  • Provide day-to-day support, management, and coaching of direct reports
  • Hold direct reports accountable to performance targets and facilitate problem-solving as needed to help team members reach their goals
  • Manage new agency accounts onboarding process, including initial customer intake, team assignment, documentation, and ensure a seamless handoff from sales
  • Work with the sales team to gather information about the customer, their scope of work, goals, and expectations
  • Document customer needs, feedback, and strategy to ensure a smooth transition from the onboarding to activation.
  • Guide customers and internal teams through the strategic decisions that must be made to deliver a successful program
  • Frame and translate client objectives into deliverables 
  • Develop documentation and training materials needed for creating a cross functional team
Required Experience/Skills
  • 5+ years of Ad Operations and project management experience at a full-service agency, digital agency, and/or marketing technology provider.
  • Strong project management skills including campaign production sprint schedules, stakeholder coordination, and agency / vendor oversight.
  • Ability to recruit, manage, influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for marketing, computer science, or related degrees
  • Functional understanding of building campaigns using Google AdWords, paid social e.g. LinkedIn, re-targeting, account-based marketing, content marketing, email marketing, search engine optimization
  • Deep understanding of Marketing Automation/CRM systems such as HubSpot is important
  • Flexible and solution-oriented with excellent time management and organizational skills
  • Positive attitude and team player a must
  • Deep understanding of marketing processes and agency operations
  • Ability to take a hands-on approach when necessary, get things done attitude, while also having the ability to see the big picture.

Please contact me with any questions:

Sally Holland


(c) 513-235-5728


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