Senior Client Services Manager

3 weeks ago

Melbourne, Victoria, Australia Captify Technologies Ltd Full time

About Captify

Captify Technologies Ltd is a leading Search Intelligence Platform for the open web, connecting real-time searches from over 2 billion devices globally. Its Search Intelligence technology powers omnichannel programmatic advertising and real-time insights for the world's biggest brands.

Our Culture and Values

We champion diversity and inclusion, living by our core values: Building this together, Give a shit, Fail fast to succeed faster, and Unlimited potential. Our 'BeTheChange' programme and internal D&I Taskforce brings our teams together to challenge, learn and build a more equal Captify.

Key Responsibilities

  • Primary point of contact for agency clients on existing live accounts
  • Develop relationships with key stakeholders including Client Partners, Managers and Director level
  • Working with sales leads to keep Captify front of mind for agencies, through external meetings and hot desking
  • Understanding prioritisation of accounts in line with spends or potential for future growth, building strategic account plans alongside sales leads
  • Helping to identify future strategic growth for the business to achieve long term rebooking revenue
  • Delivering best-in-class service to clients and adhering to internal/external SLAs, managing client expectations and delivering on these to maximise growth opportunity with clients
  • Upsell on existing accounts, as well as work with Sales team to unearth new business opportunities from existing contacts
  • Recommend optimisations and new audiences to agency traders to increase scale of delivery and performance
  • Responsible for locking in campaign specific upweights
  • Diagnostics - Working with Technical AM team and traders to ensure campaigns (both programmatic and managed) are set up using Captify best practise and delivering/pacing well
  • Responsible for compiling campaign PCAs across key accounts to drive rebookings
  • Being on top of and creating new processes to increase team efficiency
  • Onboarding and initial training of Account Executives
  • Sharing knowledge with wider AM team globally & importing knowledge from other markets

Requirements

  • Account management or customer service experience for minimum of 3 years ideally across both managed/direct and programmatic business
  • Proficient use of Microsoft Excel
  • Excellent communicator with both internal and external stakeholders via email, phone and in person
  • Strong relationships with key external stakeholders – Agency Account Managers and Account Directors
  • Ability to confidently objection handle against data & programmatic topics
  • Excellent attention to detail
  • Ability to proactively identify revenue blockers within programmatic campaigns or opportunities to upsell
  • Good prioritisation and time management skills
  • Ability to thrive with a start-up environment and hustle

What You Will Enjoy

  • 25 days holiday + bank holidays + your birthday + volunteer day
  • Regular shut down days, including the festive period
  • Access to SPILL - instant therapy support
  • Access to Mental Health First Aiders
  • Sport and wellbeing activities
  • Financial wellbeing support
  • Work from home and flexible/core working hours
  • Work from any Captify office in the world
  • Enhanced family friendly policies
  • Contributions to the superannuation fund of your choice
  • Free breakfast
  • L Legendary Summer and End of Year Festive parties

Equal Opportunities

You are welcome at Captify for who you are, no matter where you come from, what you look like, or what your search history says about you. At Captify, equality is at the core of our culture and we are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. We don't want you to fit in with our culture, we want you to add to our culture.

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