Client Success Manager

Title: Client Success Manager

Location: New York, NY

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. 

Job Description

The New York Times' Advertising team is looking for a Client Success Manager to join the team. As a Client Success Manager, you will oversee customer success and retention for important advertising clients by providing the best, daily account management. You will help build the development of new and current client partnerships, including the RFP (Requests for Proposal) process. Use the full scope of NYT ad products that address the advertiser's needs and campaign goals for both print and digital. This is a hybrid role based in our New York headquarters, reporting to the Executive Director, Business Operations and Enablement. You can typically expect to be in the office 3 days per week.

About the Role

Client Success Manager is both an internal and client-facing role and is instrumental in making us the most effective media partner for our important clients. You will develop relationships with advertising agencies and clients; become their go-to person, keeping clients positively engaged with The New York Times and our products. You will work closely with Sales and Sales Operations teams on the assigned client accounts to ensure premium client partnership execution, by overseeing and leading the process of building and implementing client deals, receiving and managing client feedback, and tracking the changes with the sales and sales operations team.

Responsibilities:

Responsible for operationally supporting a key set of accounts through the full life-cycle of the business.Lead client contact and coordination with top-tier clients to ensure best-in-class, high-touch service.

• Own and facilitate a smooth sales process from pre-sale through post-sale.

Assist the Sales Director with renewals through life-cycle management of campaigns for our key set of clients.Ensure the timely creation and delivery of our best work to clients by collaborating across interdisciplinary teams in the department.

• Lead workflow of pre- and post-digital and print ad campaigns, interacting on behalf of sales with other departments such as Research, Ad Ops, Sales Development, Ad Products and the Content Studio to make sure projects stay on track, deadlines are met, and that people are communicating effectively.

Own client communications, create/own contact and status reports, and share feedback with the client and the internal teams.Lead non-pitch meetings to keep clients updated on performance, and address with speed any campaign issues in need of attention.Track & monitor the business of the account, including account financials, and account progress internally and with the client.Assist sales with pipeline accuracy of key accounts in Salesforce.Oversee pre-launch campaign execution by informing internal teams about client expectations, direction, and decisions.Participate in strategic and creative brainstorming sessions as needed and take an active interest in business development.Aid in optimizing workflows, best practices and processes where necessary, in partnership with the Executive Director, Sales Operations.Reports to the Executive Director, Sales Operations, and works closely with the Head of Industry and respective sales leads for the assigned set of clients.

Basic Qualifications:

• Bachelor's Degree

• 2+ years of digital/print advertising/media experience

Google docs, Powerpoint, Excel and Salesforce proficiency

• Experience navigating multiple deadline and priority items at once

Preferred Qualifications:

• Digital media experience or Digital product organization experience

• Experience with team communication tools, such as Slack

This position is represented by the NewsGuild of NY.

REQ-020830

Additional Compensation and Benefits:

For roles in the U.S., dependent on your role, you may be eligible for variable pay, such as an annual bonus and restricted stock. Benefits may include medical, dental and vision benefits, Flexible Spending Accounts (F.S.A.s), a company-matching 401(k) plan, employee stock purchase plan, paid vacation, paid sick days, paid parental leave, tuition reimbursement and professional development programs.

For roles outside of the U.S., information on benefits will be provided during the interview process.

The hourly rate of base pay for this role is:

$44.48 - $46.71 USD

Candidate Use of GenAI Tools:

We’re excited to learn more about you and your experience. To keep our hiring process as fair and authentic as possible, we ask that you submit your own work and not use GenAI tools to generate substantive content during the application and interview process.

If you’re an engineering candidate, we’ll let you know what specific GenAI tools you are permitted to use for your technical assessment.

 

The New York Times Company is committed to being the world’s best source of independent, reliable and quality journalism. To do so, we embrace a diverse workforce that has a broad range of backgrounds and experiences across our ranks, at all levels of the organization. We encourage people from all backgrounds to apply.

We are an Equal Opportunity Employer and do not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The U.S. Equal Employment Opportunity Commission (EEOC)’s Know Your Rights Poster is available here. 

The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and/or local laws. Individuals seeking an accommodation for the application or interview process should email reasonable.accommodations@nytimes.com. Emails sent for unrelated issues, such as following up on an application, will not receive a response.

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