Manager, Client Services

HIMSS Media Client Services
USA Based

Position Purpose

Consider joining the talented staff at HIMSS as our Manager, Client Services as we transform health through information technology. The Client Services Manager (CSM) is responsible for managing, executing, optimizing and reporting on advertising campaigns sold by the HIMSS Media sales team. This position requires strong client services skills, an understanding of digital media, and the ability to juggle multiple projects simultaneously. The Client Services Manager will partner with Sales Representatives to ensure the accurate and timely fulfillment of all advertising campaigns and revenue delivery.

Primary Accountabilities

  • Provides the first line of support to internal sales staff and sales management through proactive account management – from pre-sales to post-sales. This includes world class customer service and support for internal and external customers and requires a high-level of responsiveness and attention to detail.
  • Liaises with Advertisers/Agencies, Digital Operations, AdOps, Audience Development/Lead Generation, and other internal production teams to ensure advertising programs are executed and delivered on time and in full.
  • Works within JIRA (our ticketing system) to proactively communicate all campaign details with Production Teams. Follows operational processes around the production of advertising campaign materials.
  • Reserves inventory for all programs. Works with Production Teams to ensure that the programs sold can be fulfilled in the time allotted for as per the Insertion Order.
  • Manages Salesforce.com pipelines, accounts and contacts for Sales partners. Updates program details, adjusts Opportunities based on Sales feedback, and creates detailed Insertion Orders when programs have been sold.
  • Forecasts monthly and quarterly revenue in Salesforce.com and adjusts revenue as programs deliver. Reconciles program revenues as needed and at the end of each month.
  • Provides clients with deliverables – such as screenshots/proof-of-send and reporting – related to all programs. Uses program metrics to gain insight into programs, and shares insight on clients/programs with the sales team.
  • Troubleshoots problems that arise related to accounts, clients and campaigns. Uses analysis and critical thinking to understand and solve issues related to programs.
  • Writes and edits documentation and other instructions as requested and helps to maintain the quality and integrity of support documentation.
  • Ensures available inventory during the RFP process.
  • Works with billing and finance as needed. Provides requested information related to invoicing requests.
  • Performs other related duties that contribute to the effectiveness of the department and to accomplish strategic goals and objectives.
  • Participates in and attends the annual HIMSS conference as part of the Sales Organization.
  • Participates in sales conversations with prospects and clients when requested.
  • Performs all duties as assigned to achieve HIMSS goals and objectives.

Required Qualifications

  • A minimum of 3 years in a client services/campaign management role, preferably within a Media organization.
  • Project management experience and the ability to track and manage multiple projects simultaneously.
  • Excellent verbal and written communication and interpersonal skills. Experience working one-on-one with Sales Representatives preferred.
  • Must be comfortable working in a fast-paced environment with changing needs and requirements.
  • Demonstrated organization astuteness and strong strategic planning and analytical skills.
  • Comprehensive understanding of digital sales operations.
  • Experience with Salesforce.com or other similar software.
  • Proficient in Microsoft Office products, with an emphasis on Microsoft Excel.

 

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.