Senior Customer Experience Program Manager

Job Description

Job Description

Senior Customer Experience Program Manager Raleigh , NC

Our Morrisville-based client is looking for an experienced digital marketing program / account manager to expand and master a broad range of skills to include client facing presentations, data analytics, digital ad performance across multiple locations, sales, as well as own a book of business for growth and success.

The Customer Experience Program Manager is responsible for providing strategic account management and sales leadership for an assigned portfolio of key brand accounts.

This role manages the day to-day activities and program management required to maintain and grow a base of revenue as well as drives the overall customer relationship and satisfaction while actively overseeing both location and group performance while adhering to brand expectations.

This position coordinates closely with our Strategy and Execution teams.

Our client is a growing digital advertising technology company whose mission is to customize and execute a digital marketing program for clients comprised of proven digital tactics, processes, and proprietary tech to acquire more online customers.

This permanent position offers a competitive salary, commission plan and benefit package. Our client has a hybrid office policy, currently working 2 days / week in the office.

No visa situations for these opportunities .

Responsibilities :

• Maintain and manage a portfolio of roughly 50 location accounts and / or revenue base of $1MM in the automotive and marine business spaces.
• Serve as program manager and quarterback of internal and customer projects and initiatives needed to retain and grow a book of business.
• Serve as subject matter expert of company products to deliver value to customers that include but are not limited to Search, Display, Social, SEO, and CTV.
• Lead and manage quarterly business reviews (QBRs) for each account with an emphasis on broader business relationship; accountable for data / performance driven executive monthly reviews and representation at customer events and conferences.
• Assist in the ongoing development of market intelligence to influence our future campaigns and product roadmap.
• This position will be responsible for maintaining and growing their book of business through expansion opportunities and upselling.
• Identify opportunities for client to scale the service footprint within enterprise customers.
• Work closely with internal team members to develop processes and shape the future of the business.
• Maintain data integrity within our CRM (Salesforce).

Minimum Qualifications

• Bachelor’s degree in business, marketing, communications, or related area.
• 5+ years’ client-facing experience with demonstrated dedication to clients and problem solving.
• 5+ years’ experience working in a collaborative team environment within the digital marketing space.
• 3+ years’ of enterprise account management experience.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
• Demonstrated experience delivering client-focused solutions to customer needs.
• Proven work experience as a Key Account Manager, Sales Account Manager, or relevant role.
• Excellent written and verbal communication skills with a professional phone presence.
• Proficient expertise on digital advertising platforms including Google, Microsoft, and Facebook.
• Salesforce experience.
• Solid understanding of web analytics.
• High proficiency with Google products.
• Google AdWords certification is a plus.
• Experience working in the automotive space is a plus.

Qualified applicants please send a resume and salary requirements to Martha Michaux mmichaux@hirenetworks.com.

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