Senior Digital Account Manager/CS Lead

Senior Digital Account Manager/ CS lead – Content marketing services (igamingbusiness.com, ICE365.com, igamingaffiliate.com, ICE/LAC/igbLive Directory)

The role has four main elements

1) Managing client relationships and driving satisfaction, face-to-face at our events and digitally via email/ digital tools

2) Lead the cross-functional delivery teams to ensure clarity and alignment on customer product objectives and outcomes required

3) Ensure e2e processes are complete for a client, including reporting to a quality standard

4) Aid sales team in identification of upsell opportunities, managing the client back into the funnel using a consultative, continuous improvement approach with their product delivery

5) Manage and maintain any issues clients may have within agreed SLAs

About you

· A strong communicator with solid stakeholder relationship skills to lead our team and manage internal stakeholders

· Proven ability to develop a strategy and deliver against it

· Confident to get your point across and to inform management of account statuses, problems, plans and meetings as required

· Able to work under pressure, to prioritise, multi task and to manage digital project processes from start to finish

· Excellent planning and organisational skills with the ability to plan for all eventualities and provide solutions to issues

· Proactive and energised around coming together as a team

· Excited by client interaction and becoming an extension of a Gaming client’s marketing team

· A contributor to our vibrant culture as a Global Media and Events business

· Inquisitive in nature, bringing something new to the team

Your Role

As our Customer Success Digital Account Manager, you will be responsible for the day-to-day management and effective operation of all our core digital client campaigns across all of our content marketing sites [igamingbusiness.com, igbaffiliate.com, ICE365.com, and our directory assets] from concept to delivery. This includes everything post point of sale, through to value reporting and upselling opportunities.

We have an exciting roadmap over the next 3 years, to deliver a world-class marketing services business leveraging our already world-leading tradeshow business and platforms

The team

You will be working in our Gaming Digital team, collaborating with internal and external stakeholders closely to drive desired Clarion and client outcomes. You will report directly into the Digital Portfolio Director but will be required to influence and manage operational effectiveness across the Digital projects within all go to market functions; often working with our Head of Content, Marketing Managers and our data team to execute on time and in full! You will be managing one customer success agent in this financial year (FY23), with more resource to be introduced in FY24.

Monthly responsibilities

Strategy and Planning

· Understand Clarion Gaming strategic goals and how the customer success strategy, objectives and tasks should support delivery

· Contribute to insights and ideas to the development process of the customer experience strategy and desired customer journey

· Aware of the Clarion Gaming brand purpose and manifesto, ensuring that the behaviours are adopted in daily activities

· Building a plan to improve quality of the service we deliver to our customers, increasing renewal and reducing churn

· Leading input to continuous improvement in our processes and systems, identifying opportunities to reduce work effort for teams and customers across tech and people (including automation)

· Represent the voice of the customer to provide input into every core service and marketing, sales and operations process

Communication & influence

· Leading cross-functional campaign delivery teams through a client lens, representing the desired client outcome internally

· Build and maintain a strong relationship with all clients, representing the Clarion Gaming brand well at all times

· Continually push the customer-centric agenda, communicating all elements of success or failure and influencing key stakeholders to improve

Delivery

· Simple but effective account management through campaign delivery, comfortable working with Marketing requirements, Content scope docs and Production

· Execute agreed customer journey and brand standards at each touchpoint

· Support the process for client reporting and successful campaign ROI through reporting on campaign performance

· Support the sales and marketing campaigns with clear and concise customer communications

· Support and participate in cross functional teams, leading your CS agents to do the same

· Develop feedback or complaints procedures for customers to use

· Drive continuous improvements in customer satisfaction metrics (NPS and CSAT) and attendee retention through improved response times, professional support and fast resolution time

· Building internal knowledge-base and assisting with the on-boarding process of new digital clients

· Optimise internal processes and digital tools to deliver, apply automation where possible

Daily/ Weekly responsibilities

· Lead weekly customer success sprints + monthly reviews with internal teams, holding high standards for quality

· Update key stakeholders on campaigns status, issues and bring people together to solve issues

· Act as single point of contact for your clients

· Run clear updates on CS roadmap possibilities and collaboration working groups to identify or test new ideas

· Support Marketing to deliver with specific marketing communications

· Manage your CS resource to ensure high quality standards

Skills and Knowledge:

· Previous experience managing accounts in a B2B environment

· Digital experience in campaign delivery/reporting

· Proven track record of strategic planning and implementation to improve customer experience

· Ability to manage multiple projects and individuals in a pressured and changing environment

· History of working with customer data and platforms to drive strategic planning and decisions

· Excellent communication and interpersonal skills with a range of stakeholders

· Flexible approach, able to operate effectively with uncertainty and change

· Focused, self-motivated, enthusiastic and with a “can-do” attitude

· A high level of accuracy and attention to detail

· A problem-solving mindset

Your Experience

· 3+ years proven experience working to manage campaigns in marketing industry or in a similar role

· Experienced in a range of project management software including PRINCE2, Agile and Waterfall

· Record of achieving targets for customers

· Experience with managing your schedule and delivering on time and in full

· Experience managing large and complex projects

· Project experience in reporting and relating documentation

· Effective people leadership and management skills to support an environment for high-functioning, productive and engaged teams to operate

Your Qualifications

Essential:

· Bachelor’s Degree in Digital Marketing, Business Management, Project Management or similar field

· 3+ years experience in running marketing campaigns and managing multiple taking on a variety of exciting clients within the Gaming industry

Desired:

· PM certification (IAPM, MPM, CSM, CAPM)