Client Experience Manager

The Client Experience Manager (CXM) is responsible for overseeing the client relationship from initial onboarding through renewal and expansion opportunities. This will involve managing a book of accounts and working in close collaboration with sales and operations counterparts to support each account effectively, helping to drive them to overall program success in their partnership with Madison Logic (ML). The CXM is an expert in both ML solutions and ABM and serves as the primary point of contact for clients post-sale.

Driven to Deliver (What You'll Do)

Understand and document client goals, KPIs, and business outcomes in ongoing collaboration with sales

Create and maintain success plans to track progress against client goals

Provide individualized strategic guidance and proactive, data-driven support to clients to drive progress with ML

Ensure clients are equipped with clear strategies to meet their business goals and optimize their ABM efforts by leveraging ML data and industry best practices.

Develop and maintain functional expertise in ML solutions, digital advertising, and ABM to provide guidance to clients as a trusted advisor

Manage process delivery support from ML, including the engagement of other teams and resources as necessary

Partner with Campaign Operations to ensure that all client campaigns are run successfully, accurately, and on time

Regularly report on progress, performance, and future recommendations to ensure continuous client engagement and value realization.

In collaboration with Sales, identify and nurture opportunities for account expansion into additional ML products and services that align with client needs and objectives

Act as a client advocate to remove obstacles to success, minimize escalations, and relay feedback and enhancement requests internally

Equipped to Excel (Qualifications)

5 + years' experience in Customer Success, Account Management, Digital Advertising, or related disciplines

Proven understanding of digital marketing or Account-Based Marketing

A successful track-record in client-facing roles, supporting external customers in a highly professional manner

Ability to assess quickly what a customer needs and translate that into campaign and marketing guidance

Familiarity with marketing and sales tools such as CRMs, Marketing Automation Systems

Analysis, problem solving, and troubleshooting expertise

Highly detail-oriented, with strong organizational skills and a commitment to accountability

Ability to multi-task and perform effectively

Excellent written and verbal communication skills, with a demonstrated history of engaging with C-level stakeholders

Salary Range

Base Salary: $75,000 - $80,000 per year

Annual Bonus: $4,000 per year