Programmatic Senior Client Success Manager
Senior Client Success Manager
Reporting to Head of Client Success
About the team
The Agency Team in GroupM Digital comprises four separate teams that are organized around our agencies, with three teams focused on 1. Mediacom and Essence, 2. Mindshare and M/Six, and 3. Wavemaker, with a further 4. Pan-Regional team working to service multi-national Xaxis clients. The teams are responsible for delivering programmatic activity for our agencies’ clients, from brief response through to activation across different Xaxis products and different commercial models including Xaxis and our fully disclosed service. As programmatic specialists, this team have in-depth knowledge across a breadth of topics and ensure that this knowledge is used in the best way to meet our clients’ need. The Agency Team also includes agency-allocated Digital Strategists who provide strategic thinking and guidance on the best application of GroupM products, services and technologies for our agencies' clients and work to ensure our programmatic activation is connected to our full range of digital capabilities to deliver the best possible outcomes for our clients.
About the role
The Senior Client Success Manager will own key accounts end-to-end, acting as a reliable adviser to the agency and delivering strong performance across their campaigns. You will have a solid understanding of the client’s business challenges and how we can help to achieve them utilizing Xaxis products. As a senior role within the team you will also line manage people within your pod and provide holistic oversight for all clients within that pod, while taking the lead on key projects to ensure the team is adhering to best practice.
Deliver a great service – our agency partners are our primary customers, so you will interact well with agency colleagues, impart your knowledge, and constantly improve the reputation of Xaxis through your attitude and the work you and your team do. You will use your programmatic and commercial expertise to identify opportunities to deepen the relationship and embed the Xaxis offering into client media plans.
Deliver results – you will understand and deliver the key objectives for every client account you and your team work on. You will deliver operational excellence, enforce best practice, act as an escalation point, and ensure that client goals are met while improving on our business performance.
Drive business growth – the growth of our business depends on the increased adoption of our products, so you will understand the client benefits of all our products and upsell wherever possible, proactively developing strategies to capitalize on identified opportunities. You will maintain accurate pipeline and campaign information across all key systems including Salesforce, Radia and AppNexus.
Demonstrate programmatic leadership – you will need a high level knowledge of programmatic Campaign Management to demonstrate leadership in your team, with the agencies and with clients. Ensure first-rate operational execution for yourself and your team, hitting client KPIs whilst maximizing margin. Act as a point of escalation for troubleshooting and problem deep-dives. Be an expert in programmatic execution, through both platform knowledge and a strong comprehension of industry trends and competitor offerings. Carry out buddy checks and quality control checks to ensure that best practice is always applied and constantly refined as required. Work with the Product and Technology teams to refine processes and deliver best practice across all tasks carried out by the team. Understand programmatic strategy, how to build and question agency planning versus our products/execution e.g. translating agency requests to DSPs setups
The behaviours we are looking for
Collaboration – working with multiple stakeholders to deliver the desired results, taking a leadership role to ensure the right outcome for our clients.
Innovation – rapidly learning and articulating new value propositions and building case studies to drive client investment in our products.
Leadership – sharing your knowledge with the wider team, setting the example that they can model themselves upon. Spotting issues in advance and taking appropriate action. Being firm with internal and external parties when necessary, knowing when to say “no”. Advocating for your client at every opportunity.
The skills we are looking for
Application of industry & technical knowledge – significant knowledge of internet functionality, the online advertising industry, trends, technologies, and pricing models. Strong programmatic knowledge and how to use our platforms to meet client objectives. A deep understanding of our competitors to be able to articulate our USPs versus theirs. Ability to troubleshoot and act as an escalation point.
Professionalism – be well organized, able to multi-task and handle your own time effectively, and able to work to deadlines. Act as a role model for the rest of the team. Proactive in identifying and implementing opportunities for improvement. Understanding and effective use of key business systems, and strong Excel and PowerPoint skills.
Good communication – effective communication with colleagues to ensure successful teamwork, using your authority to ensure that the right outcome is achieved. Able to explain our product offering in a compelling way to agency colleagues, and to clients. Tailoring our message to the audience to tell a conclusive story.
GroupM is an equal opportunity employer. We view everyone as an individual and we understand that inclusion is more than just diversity – it’s about belonging. We celebrate the fact that everyone is unique and that’s what makes us so good at what we do. We pride ourselves on being a company that embraces difference and truly represents the global clients we work with.
If you need assistance or an accommodation due to a disability, please email us via TalentTeam.UK@GroupM.com.