Client Solutions Manager, Travel

7 months ago

Sydney, Australia TikTok Full time

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

**About the Team**:
We are looking for a customer service, detail-oriented Client Solutions Manager to join our Travel Key Account Team. The Client Solutions Manager is a crucial member of our growing Global Business Solutions team that supports our clients in meeting their objectives and providing best in class customer service. The Client Solutions Manager role is responsible for partnering with Client Partners to drive revenue by negotiating and optimising complex opportunities and using data and analytics to build a consultative solution for our customers. The Client Solutions Manager will establish and strengthen key client relationships with a focus on driving revenue, advertiser education & advertiser satisfaction. Success in this position requires a focus on client service, the ability to thrive in a dynamic work environment, and the ability to provide custom solutions for advertisers leveraging our unique ad product suite.

**Responsibilities**:

- Nurture and Expand Client Relationships: Working with your Client partner, the CSM will cultivate and elevate post-sale client connections, ensuring continued growth and satisfaction among advertisers.
- Orchestrate Seamless Campaign Execution: Collaborate internally with Technical Account Management, Marketing Science, Product, Agency and other internal teams to guarantee a seamless and victorious campaign rollout.
- Proactively Enhance Campaign Performance: Take the lead in monitoring and dissecting ad campaigns, initiating improvements for enhanced outcomes.
- Client Issue Resolution Expert: Investigate and collaborate directly with product and engineering teams to swiftly troubleshoot client concerns during campaigns.
- Drive Data-Backed Insights: Analyze campaign performance data to furnish clients with data-driven business insights while leveraging these insights to enhance our advertising offerings.
- Shape Advertising Strategy: Relay valuable marketplace feedback and contribute to refining our advertising strategy.
- Cultivate Long-Term Client Relationships: Conduct regular business reviews, taking a consultative, forward-thinking approach to forge enduring client connections in partnership with the sales team.
- Custom Program Management: Oversee tailored programs and sponsorships internally, leading custom content campaigns to ensure timely and effective delivery of assets.
- Campaign Kick-off and Optimization: Initiate campaigns with clients and manage all associated timelines, assets, and optimization opportunities.
- Robust Reporting Support: Assist Ad Operations by generating weekly or ad hoc reports for campaigns and clients.
- Stay Current with TikTok Features: Maintain an updated knowledge base of TikTok’s features and ad units.
- Product Consultancy: Act as an external product consultant, educating clients and agencies on product solutions, best practices, and ultimately fostering growth within existing business partnerships.
- Cross-Functional Collaboration: Engage and collaborate with a diverse group of internal cross-functional teams.
- Champion Product Updates: Proactively lead discussions on product updates, educating brands and agencies on TikTok’s offerings, and providing guidance on best practices to drive outstanding performance and groundbreaking campaigns.

**Qualifications**:

- BA/BS degree in marketing, advertising, technology or media field;
- More than 5 years of experience in ad sales, marketing and development, or a sales-related support function
- Boast strong verbal and written communication skills, coupled with the ability to convey technical jargon in a way that resonates with non-technical stakeholders.
- Demonstrated understanding of digital media platforms and ad metrics - particularly in the area of performance marketing (bonus for social / search / programmatic / ad-tech)
- Familiarity with ad verification partners (IAS, DV, MOAT) is a definite plus. Same goes for Ad-Tech & Mar-Tech related platforms such as Salesforce, Liveramp, & Adobe.
- Demonstrated experience in working with cross-functional teams;
- Experience with analyzing data and delivering insights;
- Self-starter, fast learne

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