Client Success Manager

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

IBM Watson Advertising, formerly The Weather Company’s advertising sales division, uses the world’s leading artificial intelligence (AI) technology to unlock data and insights and help marketers make better decisions. We offer trusted, insight-driven media, data, and technology solutions that can be deployed across a brand’s entire marketing strategy to help drive results.

Your Role and Responsibilities

IBM Watson Advertising (IWA) is seeking a Client Success Manager (CSM) to support the Integrated and Technology sales teams.

In this role, you will be serving as a trusted advisor to Account Executive and Product leads internally, as well as, our Advertiser and Agency activation leads externally. You will be focused on activating our most premium/complex product offerings post-sale (includes pre-launch, in-flight, and wrap-up). Our CSM’s are both strategic and tactical resources focused on driving increased value for partners, as well as retention and satisfaction for our most important clients.

Our sales team at IWA is a highly successful, energetic and passionate team. If you thrive in a fast paced sales environment, and want to be on the leading edge of digital media, data and technology, IWA is the right fit for you!

• Manage post-sale activations and renewal support across our most premium and complex advertising product offerings with top-tier, Fortune 500 advertising partners.

• Communicate pre-sale requirements & client expectations to Sales and Product teams to ensure alignment of product and campaign scope.

• Primary POC/liaison between advertiser/agency client(s) and internal Sales, Product, Engineering, Measurement, Yield, and Creative design teams to ensure successful launch of campaign(s).

• Organize kickoff calls to align on timelines, deliverables, ownership, Goals/KPIs and measures of success for campaigns(s).

• Partner closely with Account Management and Ad Operations to monitor delivery and campaign optimization recommendations.

• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan.

• Manage any mid and post-campaign insights reporting with the goal of earning renewal business.

• In insights reporting, tell a clear and concise story using data, tailoring the report to each client so they understand the value of IBM Watson Advertising products and their specific campaign.

• Partner closely with Sales and Product for product enhancements or campaign evolutions related to renewals (for example, enhancing The Weather Channel App’s Flu Insights with Watson sponsorship for an advertising partner).

• Ability to objectively assess your own strengths and weaknesses; Pursue training and development opportunities where appropriate; Strive to continuously build knowledge and skills, and share expertise with others.

• Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Works well in group problem solving situations.

• Prioritize and plan work or project activities; Use time efficiently; Set goals and objectives; Organize or schedule other people and their tasks; Develop realistic action plans.

Required Technical and Professional Expertise

• 6 years experience in digital advertising

• 4 years working in an external client facing environment

• Thorough understanding of Digital landscape, including the Programmatic ecosystem

• Understanding of and appreciation for Advertiser and Agency relationships and related dynamics

• Experience working with Microsoft Office Suite, particularly Excel and PowerPoint; experience with Google Workspace Suite also beneficial.

• Demonstrated understanding on how to work cross-functionally and with a wide range of employees with different skill sets

• Ability to aggregate and analyze internal and external campaign metrics to assess performance drivers, and identify insights and tell a compelling story to the client

• Display Advertising and project management experience

• Strong technical writing skills and ability to convey technical concepts in a way that is easy for clients, internal teams, and non-technical partners to understand

• Strong client presentation skills

• Excellent organizational, interpersonal and communication skills

• Excellent command of the English language, spelling and grammar

• Thorough understanding of standard media math

• Able to manage multiple priorities concurrently and work effectively under pressure

• Self-motivated and self-directed; able to work with minimum supervision

• Driven to grow personally and professionally!

Preferred Technical and Professional Expertise
N/A