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Senior Client Services Manager

2 months ago

Melbourne, Victoria, Australia Captify Technologies Ltd Full time
About Captify

Captify is a leading Search Intelligence Platform that connects real-time searches from over 2 billion devices globally. Our technology powers omnichannel programmatic advertising and real-time insights for top brands, including Disney, Unilever, and Microsoft.

Our Culture and Values

We're proud of our culture, which is contagious and inclusive. We champion diversity and inclusion, and our 'BeTheChange' programme brings our teams together to challenge, learn, and build a more equal Captify.

Job Overview

This is an exciting role for Captify Australia's growth, leading the charge on account development and ensuring every piece of business won is taken care of and retained. We're looking for a blend of skill sets that involve great communication, ability to identify revenue blockers, and a knack for identifying upsell or growth opportunities.

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
  • Work with sales leads to keep Captify front of mind for agencies, through external meetings and hot desking
  • Understand prioritisation of accounts in line with spends or potential for future growth, building strategic account plans alongside sales leads
  • Help identify future strategic growth for the business to achieve long-term rebooking revenue
  • Deliver best-in-class service to clients and adhere 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 - Work with Technical AM team and traders to ensure campaigns (both programmatic and managed) are set up using Captify best practice and delivering/pacing well
  • Responsible for compiling campaign PCAs across key accounts to drive rebookings
  • Be on top of and create new processes to increase team efficiency
  • Onboard and initial train Account Executives
  • Share knowledge with wider AM team globally & import 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'll 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
  • 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.