Client Services Manager

1 week ago

Melbourne, Victoria, Australia KARGO Full time

Title:
Client Services Manager

Job Type:
Full-time; In-Office Hybrid Required

Job Location:
Melbourne, VIC or Sydney, NSW

Role Summary:


The Client Services Manager is the key point of contact for all client-facing relationships on post-sale direct or programmatic accounts.

The CSM will work hand in hand with Sellers and Senior Client Services members to support and activate campaigns, providing white glove service through campaign management, building client rapport, ensuring client retention and growth through upsell opportunities.


In addition to client communication, this person will work cross-functionally with internal departments to manage end-to-end execution, including creative development, activation and reporting efforts.

The CSM will work alongside sales on a shared book of business to drive revenue and client retention.

The Position:

  • Provide bestinclass client service to nurture and grow client relationships. Anticipate and address client's needs, both in the short and long term
  • Deep understanding of our products, offerings and best practices to support campaign strategy and meet client objectives
  • Develop innovative approaches that meet the business goals of our clients and position Kargo for success
  • Assist in daytoday relationships and all phases of direct and programmatic campaign lifecycle, inclusive of brand strategy, kickoff calls, tag + asset collection, creative development, performance reporting, troubleshooting, and delivery
  • Building and supporting presales presentations, audience strategies, and mock creation
  • Activate, manage, and optimize the performance of live programmatic and fully managed campaigns
  • Deliver endofcampaign reporting to the sellers and agencies
  • Provide bestinclass client service to cultivate relationships to maximize client satisfaction, retention, and growth
  • Analyze and interpret data from a variety of sources to provide clients with actionable insights to drive incremental revenue
  • Collaborate with internal crossfunctional teams; sales, operations, design, product and finance to ensure campaign performance is met
  • Develop expertise in the client's business to proactively identify opportunities to stay topofmind, solve problems, and provide strategic value as a trusted advisor
  • Identify and generate client outreach for incremental, upsell and renewal opportunities, focus on renewal and account growth

The Requirements:

  • 3+ years experience in a clientfacing role for a media, startup, tech, or digital company
  • Experience with direct and programmatic workflow
  • Understands the workflow of campaign management
  • Familiar with DSP, SSP, and other AdTech platforms
  • Extremely proactive. Selfstarter who seeks out opportunities to enhance contribution to the company
  • Provides an analytical approach to problemsolving and technical troubleshooting
  • Proven record of successful client retention and business growth
  • Sees the big picture
- highly strategic, creative, and solution-oriented

  • Thrives in a team environment, challenges, and inspires others
  • Strong organization and communication skills things will not be easily gathered or given. Someone who can remain organized and overcommunicate in an everevolving atmosphere will excel in this role
  • Ability to multitask and prioritize based on account tier and urgency daily
  • Manage multiple and conflicting needs for a mutually agreeable solution
  • Ability to effectively and efficiently partner with remote stakeholders
  • Excellent presentation, verbal, and written skills and proven ability to develop wellpositioned and thoughtful documents and presentations. Advanced PowerPoint and Excel skills
  • Natural ability to communicate with all levels of the org. We need someone who can easily connect with execs at the top and individual contributors on the ground level

The Recognition:

Kargo and Kargo leadership are regularly recognized for the company's growth and achievements, including:

  • Ad Age's Best Places to Work (2024)
  • Built In's U.S, New York, Los Angeles, Dallas, and Chicago Best Places to Work (2024)
  • Built In's U.S, New York, Los Angeles, Dallas, and Chicago Best Midsize Places to Work (2024)
  • Martech Breakthrough Awards' Best Overall AdTech Company (2023)
  • B&T's Best Media Platform (2021)
  • Digiday Awards' Media Award for Best Digital Product Innovation (2021)
  • Martech Breakthrough Awards' Content Management Innovation (2021)

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