SEBPO is a leading global outsourcing partner to many of the world’s largest advertising, media, and technology companies. The company specializes in ad operations, creative services, data solutions, media planning, and quality assurance. SEBPO offers industry expertise and process governance so organizations can scale, innovate, and control costs.
SEBPO has been consistently recognized as one of the “5000 Fastest-Growing Private Companies in America" by Inc., and as a Top Global Outsourcing Company (GO100) by the International Association of Outsourcing Professionals (IAOP) since 2014.
Founded in 2006, SEBPO is based in New Jersey with delivery centers in Bangladesh and El Salvador. To learn more about SEBPO, please visit sebpo.com.
78 E Main Street
Marlton, NJ 08053
Are you looking to further your career in advertising client service? Are you energized by the prospect of working with clients directly to solve their unique business needs? SEBPO is looking for a Client Success Manager to play a key role in partnership success and customer satisfaction.
SEBPO works with organizations to handle all of their digital advertising needs, whether operational or creative. As outsourcing experts focused on Digital Ad Operations, Digital Creative Services, Data Solutions, Media Planning, and Quality Assurance, we are poised to rapidly scale to clients’ unique needs, while focusing on all the nuances of digital ad ops that affect conversion and ROI, from creating ads themselves to end-to-end campaign management.
As a Client Success Manager, you’ll support partnerships by managing client relationships and ensuring our clients are having a positive experience working with our team. You’ll assist SEBPO’s VP of Client Success and VP of Advertising Operations with the client lifecycle, such as managing project workflows and collaborating with overseas teams to manage client deliverables. Throughout the client partnership, you’ll also pull reports and provide updates on project performance, identify growth opportunities, and troubleshoot service inefficiencies and issues.
The ideal candidate should enjoy working in a high-touch client environment, know how to provide top-notch service, and thrive in a collaborative setting. If this sounds like you, we’d love to hear from you!
NOTE: This position is remote-friendly to maintain the safety and comfort of our SEBPO team. There will be travel required to our Marlton, NJ office for pertinent team meetings, but this travel is occasional.
Responsible for the management of day-to-day service delivery within a multi-shore environment
Provide high-touch support for clients in a variety of industries such as Digital Ad Operations, Digital Creative Services, Data Solutions, Media Planning, and Quality Assurance
Maintain executive-level communication with existing POCs in order to manage evolving client expectations, needs, and priorities to ensure client satisfaction
Work with company resources located in Bangladesh and El Salvador to ensure day-to-day service is effectively meeting client needs and value is being recognized by client
Consult/collaborate frequently with internal and external contacts to ensure alignment on priorities and projects
Identify growth opportunities in existing partnerships and collaborate with the Sales Team on strategy
Handle service escalations from internal and external clients and take appropriate action for resolution
Monitor daily workflow of client team, review data for trending, recommend improvements, establish process and proactively identify and resolve issues
Provide & analyze reports to clients and delivery team to identify trends and inefficiencies.
Assure that problems, questions, or concerns from clients are handled appropriately – escalated, tracked, reported, and resolved with client follow-up
Gather client feedback through regular communications and follow-up. ? Assure that client retention risks are highlighted, and that proper urgency and escalation steps are taken
Adherence to standard practices and client contractual commitments
Host client calls, meetings, and formal business reviews both onsite and offsite with leaders within our clients’ organizations
Bachelor’s Degree in business, communications or a related field
3+ years’ experience directly managing client relationships, ideally with US based clients
Strong interpersonal and communication skills
Good listener, especially when problems arise
Organized: ability to manage multiple clients/projects at same time
Ability to propose viable solutions to problems
Strong negotiation and analytic skills
Fast and independent learner
Easily adapt to change
Comfortable talking to high-level client representatives
Action Oriented and able to work independently
Experience preparing and presenting client business reviews
Experience monitoring key performance indicators and service level agreements
Ability to treat every customer as if they are the only customer
Desire to learn globalization by working closely with a delivery organization that that is located in Central Asia and Latin America and management located in the United States
Accountability is a must
Experience working with other cultures across the globe a plus, especially Asia and Latin America
Experience in Digital Ad Operations, Creative Services, or Media Planning a plus
Salary based on skills and experiences
Health insurance: Medical, dental, and vision
PTO covering vacation, sick, and other
Retirement plan with employer matching
A flexible, family-oriented environment
1 day a year that can be contributed to a charity/volunteer opportunity of your choice
Remote-friendly opportunity. Once it is safe to do so, we may ask that you become available for client meetings a few times per month, but this is tentative!