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Client Relationship Manager

2 weeks ago

Melbourne, Victoria, Australia Firewood Marketing, Inc. Full time

About Firewood Marketing, Inc.

We are a global digital marketing agency that enables businesses to outmaneuver and outpace their competition. Our team of experts combines innovative technology with specialized expertise to deliver exceptional client outcomes.

Job Description

We are seeking a highly skilled Data Driven Client Success Manager to join our award-winning Data & Analytics team. In this role, you will partner with enterprise clients to unlock value and drive measurable results from data and analytics initiatives. As a trusted advisor, you will own relationships with key stakeholders and lead the design, development, and utilization of digital analytics platforms like Google Analytics or Adobe Analytics.

You will be responsible for ensuring clients see value from their investments in data and analytics, and coordinating implementation across various resources to successfully deliver analytics initiatives. We provide comprehensive training and ongoing development for this role.

Responsibilities include:

Client Relationship Management

  • Develop and maintain strong relationships with key client stakeholders, acting as a trusted advisor and exceeding their expectations.
  • Proactively identify and address client challenges, leveraging data and analytics to provide strategic recommendations that drive measurable business outcomes.
  • Create actionable insights through data and help your clients improve their marketing initiatives.
  • Define and deliver a roadmap of high-value data initiatives and use cases to the client, ensuring the client sees positive ROI from their investment in data.
  • Present insights and findings from data to senior stakeholders, driving actions from data.

Project Delivery

  • Lead the planning, execution, and delivery of complex data and analytics projects, ensuring on-time and within-scope completion while exceeding client expectations.
  • Collaborate effectively with cross-functional teams, including Solution Engineers, Data Scientists, and Analysts, to deliver exceptional client outcomes.

Commercial Management

  • Drive towards higher effective rate between client value and costs; build efficiencies into repeatable processes and scale globally.
  • Work with the Product team to translate business requirements into new products; work with Sales team to translate products into outbound opportunities; work with Account Management team to R&D and commercialise products.
  • Educate Accounts, Sales, and Engineering teams on various analytics software to support fulfilment; train employees and offer platform expertise; define roadmap for long-term Customer Analytics needs.

Requirements

To succeed in this role, you will need:

Skills and Experience

  • 3+ years of proven experience in client services, account management, or sales, preferably within a digital marketing or analytics environment.
  • Experience with a digital analytics platform like Google Analytics or Adobe Analytics is highly desirable.
  • Experience in managing budgets and a high level of business acumen.
  • Experience and familiarity with digital marketing platforms across media buying (e.g., Display & Video 360, Campaign Manager 360, Google Ads, Facebook etc.), testing and personalisation (e.g., Optimize 360, Optimizely), marketing automation (e.g., Marketo, Salesforce Marketing Cloud), CRM (e.g., Salesforce), web content (e.g., Adobe Experience Manager, Sitecore), ecommerce (e.g., Shopify, Magento), and UX/CX are all valued.
  • Excellent analytic, quantitative, and problem-solving skills with proven ability to deliver actionable insights.
  • Proven experience in client-facing roles is a must-have, with demonstrated examples of Agile project management also highly valued.
  • High energy and a go-getter attitude; comfortable working autonomously.
  • Project management capabilities, and demonstrated experience managing large/complex projects.
  • Ability to explain technical concepts to non-technical audiences and communicate business value of suggested ideas & plans.
  • Experience with and comfortable working within project management tools (WorkFront, JIRA, Asana, Monday.com, etc.).

Education

  • Bachelor's degree in Business/Commerce, Computer Science, Management of Information Systems, Math, or Statistics/Economics are preferred.
  • Certifications in Google Analytics, Adobe Analytics, or Google Cloud are highly valued.

Finding the right people to share our vision with is crucial to our mission. If you're a data-driven individual with a passion for client success and a desire to make a real impact, we encourage you to apply today.