Job Description

Hearst Media is a highly successful nationwide team focused on accelerating the expansion of our digital advertising operation for the local business community. With over 13,000 active daily campaigns, we create, manage, and sell digital marketing solutions across dozens of communities, and offer local businesses an unparalleled opportunity to grow successfully online.

We are seeking an exceptional Account Manager to join our Customer Experience team. This position will be responsible for building lasting rewarding relationships with our customers while analyzing their digital advertising campaigns to ensure our SEO, SEM and SMM products are performing well for our clients.

The Account Manager will complete monthly audits and make recommendations to improve customer product performance to deliver a high level of customer satisfaction and retention. The Account Manager will maintain a professional image of our company, products and services with their clients and work closely with them to ensure a superior level of customer care and accuracy.

This position will also be responsible for continuous customer outreach and support ensuring a high level of customer retention. The Account Manager will have the ultimate responsibility for the client’s satisfaction and the client’s long-term success. ESSENTIAL FUNCTIONS: · Point of contact for client communications for assigned accounts. · Performs monthly audits on the client’s product performance and makes recommendations to fulfillment on any and all adjustments deemed necessary to improve the overall ROI. · Follows prescribed methods for extending high-quality and timely product performance reviews through direct customer contact adhering to scheduled customer outreach plan. · Coordinates workflow with other internal work groups to ensure timely completion for any and all changes needed to improve client’s performance. · Resolves all account issues originating from either in-bound customer calls or requests from other internal work groups, including but not limited to payment, collections, product performance or any other customer concerns. · Records all clients’ contacts and keeps record of all interactions with their clients. · Answers routine questions from sales department personnel in regards to customer account status. · Engages in recommending additional product solutions to customers’ digital marketing plan during customer consultations including introduction and offering of new products along with recommending changes to existing products to improve digital performance. Involves assigned Digital Media Professional as needed to achieve upsell opportunity. ·Performs other related duties as assigned.

QUALIFICATIONS: ·1-3 year’s experience in sales, sales support, marketing and or customer service environments · The position requires proficient use of Microsoft word and excel. Experience with SalesForce.com, HTML, Adobe Photoshop and MS Access is desired · Excellent communication skills with the ability to retain current clients by ensuring exceptional product performance and customer care · Must have strong attention to detail and be able to communicate effectively with both internal and external stakeholders · The ability to work in a fast paced, rigid deadline environment with priorities that change based on customer need

Company Description

Hearst is a leading global, diversified media, information, and services company with more than 360 businesses. Across every division, Hearst employees are connected by shared values of innovation, storytelling, creativity, vision, social good and partnership. We invite you to discover more about our culture, company, and community. Hearst major interests include ownership in cable television networks such as A&E, HISTORY, Lifetime and ESPN; global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; transportation assets including CAMP Systems International, a major provider of software-as-a-service solutions for managing the maintenance of jets and helicopters; 31 television stations such as WCVB-TV in Boston and KCRA-TV in Sacramento, Calif., which reach a combined 19 percent of U.S. viewers; newspapers such as the Houston Chronicle, San Francisco Chronicle and Albany Times Union, more than 300 magazines around the world including Cosmopolitan, ELLE, Men's Health and Car and Driver; digital services businesses such as iCrossing and KUBRA; and investments in emerging digital entertainment companies such as Complex Networks.