The Customer Success Manager will be working on efforts to further engage Interactive Advertising Bureau (IAB) members and potential partners. We are looking for a highly motivated team player with excellent communication skills, a high degree of organizational skills, as well as the ability to develop long-term business relationships with IAB members. You will act as a trusted advisor to our customers and build strong strategic partnerships, drive adoption of our products and offerings, and help us achieve specific business results. A key part of this role is being able to communicate effectively and professionally on the phone and via email as you assist IAB Learning & Development (L&D) participants with their general needs, generate leads, and introduce IAB’s L&D value proposition to new and existing members.
Job responsibilities (include but not limited to):
Oversee all customer service inquiries for IAB Learning and Development department by acting as main point of contact for incoming inquiries. This includes providing consistent and effective communications via calls/emails with members and program participants in a quick effective manner.
Develop and maintain strong customer relationships by building credibility and trust while maintaining positive working relationships with member, in turn increasing member retention and overall satisfaction.
Proactively identifies new revenue opportunities; drives account growth and profitability acceleration including new business, up-sell and cross-sell opportunities tied to set revenue goal.
Provide analysis on member and non-member organizations in an effort to identify upselling opportunities and increase account growth.
Manage prospect outreach by developing communications strategies for responding to inbound requests, and leading preliminary informational discussions, while continuously defining the value of IAB L&D programs.
Manage post-sales activity for strategic accounts with L&D Account Director by providing communications and reporting support.
Evaluate L&D activity to ensure performance against key metrics and measure program success.
Work with Account Director on Diversity and Inclusion initiatives tied to IAB L&D programs.
Responsible for strategic planning and execution of IAB’s international sales efforts.
Requirements and Qualifications:
Attention to delivering the highest level of sales and operational customer service.
2+ years’ experience working directly with clients/customers, preferably in the Digital Media Industry.
Excellent interpersonal and presentation skills.
Strong problem solving and analytical skills.
Self-motivated, detail oriented and results driven personality.
Hard-working, integrity, relationship-builder with a winning attitude.
Proficient with Microsoft Office and CRM tools.
Bachelor’s Degree from accredited 4-year institution.
2+ years of digital media, marketing, or advertising experience.
Previous experience in Customer Success, Sales or Account Management positions is preferred.
IAB is an equal employment opportunity employer in accordance with federal, state, and local law. This position requires the final candidate to successfully pass an E-Verify check.
The Interactive Advertising Bureau (IAB) empowers the media and marketing industries to thrive in the digital economy. It is comprised of more than 650 leading media and technology companies that are responsible for selling, delivering, and optimizing digital advertising or marketing campaigns. Together, they account for 86 percent of online advertising in the United States. Working with its member companies, the IAB develops technical standards and best practices and fields critical research on interactive advertising, while also educating brands, agencies, and the wider business community on the importance of digital marketing. The organization is committed to professional development and elevating the knowledge, skills, expertise, and diversity of the workforce across the industry. Through the work of its public policy office in Washington, D.C., the IAB advocates for its members and promotes the value of the interactive advertising industry to legislators and policymakers. Founded in 1996, the IAB is headquartered in New York City and has a West Coast office in San Francisco.