Magicbricks - Campaign Manager

Campaign Manager

What will you deliver?

Campaign Management:

- Responsible for the management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships

- Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. Monitor customer health to track usage and customer satisfaction

- Delivery of periodic (monthly/quarterly) Customer Satisfaction reports and Monthly/Quarterly Business Reviews (MBRs/QBRs) to review and analyze statistics, metrics, and provide recommendations

- Engage proactively with customers via multiple mediums using the engagement model (based on customer segment) laid out

- Understand and document customer's campaign flow (for large customers) and deep understanding of old success stories, competition benchmarking

- Monitor lead quality and utilization at advertisers end to help build positive MB perception

- Provide clarity, direction to direct reports and define the standards of performance for the team and drive accountability down the levels & Provide functional guidance on day-to-day basis

Customer Satisfaction:

- Aligning with key customer stakeholders to establish a stronger customer relationship management

- Increase customer satisfaction by understanding business needs and providing solutions and resources

- Act as an escalation point to drive problem resolutions in a timely and proactive manner

Retention:

- Identify at-risk renewals and deliver on customer remediation plan

- Work on retention model to support sales with renewals and upsales

- In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts

What should you be known for?

Behavioral Competencies:

- Effective communication skills. Decision Making. Strategic Orientation

- Achievement Orientation. Problem Solving. Managing Relationships

- Performance-driven. Presentation skills

- Prior experience in customer success or equivalent history of increasing customer satisfaction, adoption, and retention

- Demonstrated excellence in working with high tech, cross-functional, and multidisciplinary teams

- Thrives in a multi-tasking environment and can adjust priorities on-the-fly

- Excellent customer relationship management skills. Outstanding communication, understanding, and writing skills

Technical Competencies:

- Knowledge of MS Office 365 (Excel & Presentations)

- Knowledge of Salesforce CRM systems