Senior Manager, Client Success at Dow Jones & Company

Job Description:About the RoleOur Client Success Group is a team of post-sale experts who work with Wall Street Journal Barrons Group custom content clients to ensure smooth and successful execution of our multifaceted programs. The Client Success team is the engine that drives WSJ BGs work with momentum and efficiency. Sitting at the nexus between clients sales and execution the team will be experts at synthesizing client and internal intelligence to successfully deliver high performing programs.You Will:Independently serve as the single point of contact for top tier clients through the build and launch phases of large multifaceted advertising programs proactively managing complex scenarios and knowing when to escalate challenges to managementProvide top tier support to multifaceted programs from hire date. Proactively anticipate client needs throughout all stages by taking initiative identifying opportunities offering solutions to client challenges and finding ways to constantly improve our product and our client experience.Continue to build and maintain strong long-lasting client relationships in the post-sale phase of assigned projects positively representing both the sales lead and organization through every client touchpointLaunch all contracted deliverables across WSJ BGs robust product suite including custom content live journalism research custom ad units social newsletters podcasts editorial sponsorships and more.Coordinate across key internal stakeholders to ensure delivery of program elements. Leverage internal experts to guide clients in their decision making process ensuring milestones are met across all deliverables. Ensure all internal stakeholders are supporting a flawless client experience. Work cross functionally to offer strategic solutions to clients when challenges and problems arise.Ensures successful client touch points through well communicating client scheduling thoroughly prepared and socialized agendas concise conversation recaps inclusive of recommendations and next steps for clients and internal stakeholders.Serve as WSJ BGs product ambassadors by developing a comprehensive understanding of the advertising and event product suite. Leverage a deep understanding of both the media industry and a clients business vertical to make informed strategic recommendations for successful program management.Thoroughly leverages WSJ BGs project management system to ensure timelines are coordinated and internal and external dependencies understood. Responsible for communicating milestones status to client and internal stakeholders.Partner with other Senior Managers and Client Success Directors to identify develop and solidify new processes and operational best practices for the larger team. Ensure that key learnings are well documented and digestible for new and existing employeesAssess and coordinate the project from a deal health and margin perspective for programs in postsale.Maintains and upholds the integrity of the brand always upholding our reputation and creative values.Skills & Experience7 years of relevant experienceSolution-minded always looking for ways to improve efficiency.Experience navigating complex matrix company.Our BenefitsComprehensive Healthcare PlansPaid Time OffRetirement PlansComprehensive Medical Dental and Vision Insurance PlansEducation BenefitsPaid Maternity and Paternity LeaveFamily Care BenefitsCommuter Transit ProgramSubscription DiscountsEmployee Referral ProgramLearn more about all our US benefitsReasonable accommodation: Dow Jones Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law. EEO/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application due to a disability email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.Business Area:Dow Jones - Media SalesJob Category:SalesUnion Status:Union rolePay Range: $115000 - $145000We recognize that attracting the best talent is key to our strategy and success as a company. As a result we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect and we tailor our offers within the range based on the selected candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.Pay-for-performance is a key element in our strategy to attract engage and motivate talented people to do their best work. Similarly to salary for bonus eligible roles targets are set based on a variety of factors including competitive market practice.For benefits eligible roles in addition to cash compensation the company provides a comprehensive and highly competitive benefits package with a variety of physical health retirement and savings caregiving emotional wellbeing transportation and other benefits including elective benefits employees may select to best fit the needs and personal situations of our diverse workforce..Required Experience:Senior Manager Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 115000 - 145000