Senior Manager, Client Services (Digital Account Management)

Blavity, Inc. is a venture-funded media and technology company, founded in 2014 around a simple idea: enable Black millennials to tell their own stories. Today, we are home to the largest network of platforms and lifestyle brands serving the multifaceted lives of Black millennials & Gen Z through original content, video, unique experiences, and product solutions. Blavity Inc. has evolved into a market leader for Black media, reaching 250 million users per month through our growing brand portfolio, including Blavity, Blavity360º, Shadow & Act, AfroTech & Talent Infusion, 21Ninety, Travel Noire, and Home & Texture. Our Blavity, Inc. employee community is composed of passionate, energetic, and culturally conscious individuals working together to deliver value to each other, the company, and our clients. We are always searching for new additions to our community that will help us continue to scale, contribute meaningfully to our culture, and advance our strategic direction.

Job Summary: Blavity is looking for a strong people leader for the Senior Manager of Client Services (CS) to oversee a team of Client Services Associates managing their training and career development, including materials review, upselling, and providing guidance on issues escalating when needed. This position actively collaborates with key stakeholders to identify creative, establish workflows, assess resource needs, scope and meet timelines, and ensure our digital media campaigns meet project quality standards. The ideal candidate is a seasoned brand strategy professional who has a track record of leadership, mentoring, upselling, customer service, and digital and experiential campaign management. Additionally, they are composed under pressure and resilient to change, service-oriented and customer-focused, and hold a high attention to detail and organization.

This is a Full-Time position that reports directly to the Associate Vice President of Media, Client Services, and Integrated Marketing.

Responsibilities:

• Manage a team of Client Services Associates leading training, career development, materials review, and guidance on any issues escalating when needed. 
• Collaborate with Sales to understand the campaign scope, KPIs, and possible renewal/upsell opportunities.
• Ensure feasibility of execution by aligning on resource allocation within CS Associates and across creative teams.
• Skillfully support team in navigating challenging customer conversations in the spirit of satisfying the needs of both the customer and Blavity (e.g. scope creep or additional requests).
• Oversee brand voice guidelines for your campaigns, acting as the final sign-off point for ensuring consistency in style, quality, and tone across all channels.
• Ensure all process docs, guidebook, templates and other resource material are current, revising after updates are rolled out.
• Manage account profitability by distilling key insights from campaign analytics and strategizing solutions to hit the customer's goals and increase satisfaction.
• Proactively identify and share upsell/cross-sell opportunities leveraging your deep understanding of Blavity’s product offerings and customer insights ensuring CS Associates meet upsell goals.
• Partner with CS, Sales, and Marketing leaders to distill and package insights into new product offerings and/or thought leadership for our customers.
• Perform other related duties as assigned.

Qualifications:

• Education: Undergraduate degree preferred.
• Required Experience: 5 years customer-facing experience at a media agency and/or publisher, people management, and digital advertising strategy for a portfolio of brands. 
• Preferred Experience: Proven experience delivering engaging, on-brand campaigns across digital, social and experiential (portfolio required).
• Technologies: Experienced with using Powerpoint, Word, Excel and Asana to convey ideas and compelling stories.
• Additional Qualifications: 
  • Ability to multi-task and effectively manage multiple high-pressure deadlines while simultaneously managing 2-4 people.
  • Strong people management skills.
  • Deep understanding of digital media including tagging, targeting, KPI-focused optimizations, and reporting.
  • Strong eye for design/copy, and skilled at aligning the Blavity brand with the Customer brand.
  • Deep understanding of how to extract and interpret data in order to build actionable customer insights through storytelling (advanced PPT skills required).
  • Cultivates networks and fosters excellent customer service.
  • Plans and organizes with ease.
  • Empowers others to drive for results and have high work standards.
  • Brand Ambassador. 
  • Excellent communication skills.
  • A healthy appreciation of GIFs and black culture; passion for the topics covered by Blavity.

Details: 

• This is a fully remote role, U.S.-based role. Occasional travel may be required. 
• Candidates must be authorized to work in the U.S.
• Candidates must be available to work in alignment with the Pacific Time Zone. 
• The annual salary range for this role is $95,000 - $105,000.

To apply, please submit your resume online at BlavityInc.com/Careers.

Blavity is committed to creating a diverse environment free of discrimination and harassment, and building a team that represents a variety of backgrounds, perspectives, and skills.  Blavity is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, HIV Status, veteran status, or any other status protected by the laws or regulations in the locations where we operate.