AddressKargo unites the world's leading brands, retailers and premium publishers across screens using innovative technology and advanced creative ad formats. At Kargo, we're all about bringing together the best of the best with a spark of creativity to stand out from the crowd. The same is true for our employees. What makes Kargo and each Kargo team member exceptional makes our company special. Kargo believes differences should be celebrated and is committed to diversity in the workplace. As an Equal Opportunity employer, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, disability or other legally protected status. Individuals with disabilities are provided reasonable accommodation to participate in the job application process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Kargo is 500 employees strong across offices in New York City, Chicago, Austin, Dallas, Los Angeles, Sydney, Auckland, Ireland, and London. But we're not stopping there, so stay tuned as we expand our map and our team.
For more information, visit Kargo at www.kargo.com or follow Kargo on Instagram (@kargomobile), Twitter (@kargo) and LinkedIn (Kargo).
Title: Client Services Manager
Job Type: Full-time; In-Office Hybrid Required
Job Location: Melbourne, VIC or Sydney, NSW
Role Summary:
The Client Services Manager is the key point of contact for all client-facing relationships on post-sale direct or programmatic accounts. The CSM will work hand in hand with Sellers and Senior Client Services members to support and activate campaigns, providing white glove service through campaign management, building client rapport, ensuring client retention and growth through upsell opportunities.
In addition to client communication, this person will work cross-functionally with internal departments to manage end-to-end execution, including creative development, activation and reporting efforts. The CSM will work alongside sales on a shared book of business to drive revenue and client retention.
The ideal candidate for this role has experience in Digital advertising operations, building and maintaining client relationships, driving growth across key accounts, and increasing overall client satisfaction. Beyond relevant work experience, this individual is passionate about the digital space, bringing art to advertising, and isn't afraid to get their hands dirty.
The Position:
- Provide best-in-class client service to nurture and grow client relationships. Anticipate and address client's needs, both in the short and long term
- Deep understanding of our products, offerings and best practices to support campaign strategy and meet client objectives
- Develop innovative approaches that meet the business goals of our clients and position Kargo for success
- Assist in day-to-day relationships and all phases of direct and programmatic campaign lifecycle, inclusive of brand strategy, kick-off calls, tag + asset collection, creative development, performance reporting, troubleshooting, and delivery
- Building and supporting pre-sales presentations, audience strategies, and mock creation
- Activate, manage, and optimize the performance of live programmatic and fully managed campaigns
- Deliver end-of-campaign reporting to the sellers and agencies
- Provide best-in-class client service to cultivate relationships to maximize client satisfaction, retention, and growth
- Analyze and interpret data from a variety of sources to provide clients with actionable insights to drive incremental revenue
- Collaborate with internal cross-functional teams; sales, operations, design, product and finance to ensure campaign performance is met
- Develop expertise in the client's business to proactively identify opportunities to stay top-of-mind, solve problems, and provide strategic value as a trusted advisor
- Identify and generate client outreach for incremental, upsell and renewal opportunities, focus on renewal and account growth
- First responder to direct and programmatic campaign troubleshooting or delayed revenue before routing for escalation
The Requirements:
- 3+ years experience in a client-facing role for a media, startup, tech, or digital company
- Experience with direct and programmatic workflow
- Understands the workflow of campaign management
- Familiar with DSP, SSP, and other AdTech platforms
- Extremely proactive. Self-starter who seeks out opportunities to enhance contribution to the company
- Provides an analytical approach to problem-solving and technical troubleshooting
- Proven record of successful client retention and business growth
- Sees the big picture- highly strategic, creative, and solution-oriented
- Thrives in a team environment, challenges, and inspires others
- Strong organization and communication skills - things will not be easily gathered or given. Someone who can remain organized and over-communicate in an ever-evolving atmosphere will excel in this role
- Ability to multi-task and prioritize based on account tier and urgency daily
- Manage multiple and conflicting needs for a mutually agreeable solution
- Ability to effectively and efficiently partner with remote stakeholders
- Excellent presentation, verbal, and written skills and proven ability to develop well-positioned and thoughtful documents and presentations. Advanced PowerPoint and Excel skills
- Natural ability to communicate with all levels of the org. We need someone who can easily connect with execs at the top and individual contributors on the ground level
The Recognition:
Kargo and Kargo leadership are regularly recognized for the company's growth and achievements, including:
- Ad Age's Best Places to Work (2024)
- Built In's U.S, New York, Los Angeles, Dallas, and Chicago Best Places to Work (2024)
- Built In's U.S, New York, Los Angeles, Dallas, and Chicago Best Midsize Places to Work (2024)
- Martech Breakthrough Awards' Best Overall AdTech Company (2023)
- B&T's Best Media Platform (2021)
- Digiday Awards' Media Award for Best Digital Product Innovation (2021)
- Martech Breakthrough Awards' Content Management Innovation (2021)
