Customer Success Lead

New York, NY

The Customer Success Lead is a client-facing account management lead for some of Dow Jones’s largest advertising programs (excluding those containing custom event or custom content elements). In addition to standard media, these programs could include custom ad units, editorial sponsorships, editorial event sponsorship, and/or research.

The Customer Success Lead is accountable for leading clients through the post-sale process including:

  • Determine desired business outcomes (including defining of KPIs) and joint-develop with the customer a roadmap to success
  • Ensure campaigns launch on schedule and deliver to meet or exceed client expectations

Post-sale support includes

  • Leading client kick-off calls at the start of each campaign. Maintain regular customer contact throughout the campaign and routinely offering insights re campaign performance.
  • Putting together data-driven and actionable insights and recommendations based on various reporting tools and systems. These systems include MOAT, Bombora, Omniture and internally developed Dow Jones tools.
  • Ensuring that the customer feels like they know exactly what's going on with all aspects of their programs throughout the course of the campaign
  • Developing client-facing materials and lead client presentations
  • Developing and leading the presentation of best-in-class wrap reports (inclusive of events, print, research, standard etc) to highlight program value and impact at the campaign’s conclusion with the ultimate goal of driving increased renewals.

In addition, the Customer Success Lead will

  • Generate pre-sale category or advertiser-specific insights for Integrated Marketing requests as needed
  • Create and distribute across MMS case studies on top-performing campaigns
  • Create and maintain benchmark tools specific to non-custom programs that allow Dow Jones to set customer expectations of success and manage towards realistic goals

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets.

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at . Please put “Reasonable Accommodation" in the subject line.

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