Our mission.As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.
This is a critical role that requires a process-driven, results-focused individual who can liaise with our greater Client Success and technology teams, and support our Sales teams, to deliver high-quality service to Indeed's pay-per-click (PPC) advertising clients. If you care about delivering measurable results and client success, we want to hear from you. Additionally, you will be part of an unparalleled global team that supports, promotes, and lives and breathes a service culture.
Oversee assigned segments and teams of Client Success Managers focused on supporting our Inside Sales Client Success teams.
Monitor workflow of Client Success Managers and their teams to ensure Service Level Agreements are met, while highlighting any process inefficiencies, and opportunities for improvement.
Strategise with Managers on client churn reduction.
Act as an escalation point for resolving difficult client, sales, and/or technical and product issues.
Consult with Client Success Managers and Sales Directors on best product offering for clients.
Conduct quarterly performance reviews, participate in the hiring/interviewing process, and collaborate with the Regional Director regarding promotions, role changes, and salary changes.
Provide coaching, mentoring, and constructive feedback to CS Managers to develop teams/segments professionally, fostering internal mobility.
Plan and lead engaging regular team meetings.
Conduct regular 1:1 meeting with team managers.
Help CS Managers identify revenue growth opportunities within their teams/segments.
Participate in the client NPS (Net Promoter Score) process by helping to facilitate follow up discussions to address any negative comments.
Lead CS Managers to spot check and analyze their teams’ book of business to provide guidance and recommendations on campaign management and division of budget in order to meet and exceed client expectations.
Work closely with the Sales Management team to foster team collaboration, partnership and trust.
Help analyze overall team cost structure to maximize profitability within the team.
Work closely with Director to operate teams to be the most efficient and productive in any fiscal aspects and maximize teams’ profit by taking high-level responsibilities upon teams’ CPRD (Cost Per Revenue Dollar) target.
Take full responsibility for team building activities in a short, mid, and long term projection/plan.
3+ years related management experience
Related experience can include: Industry (Recruitment, Staffing, Dot com/tech, HR Tech, Ad/Media Agency), B2B or B2C relationship management, account management, customer service (servicing internal or external customers), retail customer service.
Write and speak in an eloquent and clear manner via email, telephone, in person, chat, typewriter, beeper, tweet, etc., and be excited to show that in your interview process.
Learn quickly and exhibit technical savviness; your curiosity and passion mean that you can get up to speed and have an impact from day one.
Must demonstrate relationship management and churn prevention skills, and the ability to engage clients on new product and features.
Bachelor's Degree or equivalent work experience
Ability to work under pressure, organize and prioritize responsibilities. What would life be like without change? Please be adaptable!
Understand Boolean Search Logic
Experience speaking with clients and decision-makers about advertising campaign metrics
Experience with online advertising, especially Pay-Per-Click (PPC) advertising
Knowledge of Gmail (including Google Suite/Google Docs), Salesforce, Excel, and JIRA ticketing system
Basic HTML knowledge
Experience with SEO
Indeed is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.