Manager - Campaign

1. 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.

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

2. Customer Satisfaction

- 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.

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

- Engage proactively with customers 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

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

3. Retention

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

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

4. Advertiser Efficacy and Lead quality monitoring

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

5. People Management

- Provide clarity, direction to direct reports and define the standards of performance for the team and drive accountability down the levels.

- Enable and deploy processes within the team that enable and recognize high-performance, develop and retain talent.

- Provide functional guidance on day-to-day basis.

- Design & manage end to end customer retention strategy

- Lead a highly motivated team to drive daily number targets

- Responsible to handle strategies for customer retargeting, CLM, loyalty programs, cross sell & upsell.

IV. Competencies Required

Behavioural Competencies - Effective communication skill

- Decision Making

- Strategic Orientation

- Achievement Orientation

- Problem Solving

- Managing Relationships

- Performance driven

Technical Competencies - Good Knowledge of Excel

- 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.

- Excellent organizational, presentation and communication skills.

- Strong written and verbal skills.

- Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit

- Work with internal cross-functional teams (product, sales, content, marketing, TC, support etc.)

Competencies Required :

Behavioural Competencies - Effective communication skill

- Decision Making

- Strategic Orientation

- Achievement Orientation

- Problem Solving

- Managing Relationships

- Performance driven

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