Goodreads Account Manager, Endemic Client Service

Description

You have sales. You have customer service. And then you have the account manager (AM) with one foot in each department. The Account Manager acts as the liaison between Goodreads and our advertising customers, and it is their responsibility to see that customers are maximizing the value of the products and services provided in order to meet or exceed their goals. There is a sales component to the job as well as it's the Account Manager's duty to maintain relationships and grow revenue from their portfolio of accounts.

At Goodreads, the Account Manager is on the front line of our business and works closely with our NY-based Sales Director to strategize, create and successfully deliver advertising campaigns for book publishers, all while providing an exceptional customer service experience.

Key responsibilities and what we're looking for in a rockstar Account Manager:

Best-In-Class Client Service

  • In collaboration with sales, serve as the main point of contact in day-to-day interactions
  • Provide high standards of service via prompt and accurate communication, information and paperwork
  • Actively manage campaigns throughout the campaign lifecycle and provide value-added recommendations to enhance campaigns or resolve issues
  • Provide timely campaign reporting and analysis, including highlighting key metrics and insights
  • Gather data and build quarterly insight decks for strategic accounts
  • Communicates and collaborates effectively with peers and management

Drive Results

  • Understand customer goals & objectives
  • Own sales cycle for inbound leads and smaller book publishing imprints
  • Process campaign data and paperwork accurately according to standard operation procedures
  • Meet contractual obligations and deliver on booked campaigns
  • Escalate and resolve customer issues/feedback appropriately
  • Gather, analyze, and share data to influence internal and client-facing decisions
  • Engage with publisher/imprint campaigns to identify potential incremental opportunities

Goodreads Product Expertise

  • Develop and hone expertise on our product offerings, company goals and industry trends
  • Contributes to defining product value propositions, advantages, and limitations
  • Identify opportunities to improve products based on customer feedback, data analysis, and feature gaps with competitive products
  • Regularly analyze and audit publisher performance beyond standard reporting to identify trends, insights or areas for improvement

Daily Responsibilities:

  • Work collaboratively with sales, ad ops and product management to provide best-in-class support to publishers
  • Facilitate a smooth, successful interaction for publishers from RFP through final reporting
  • Partner with Director of Sales to develop upfronts, proactive proposals or initiatives for publishers
  • Respond in a timely manner to publisher RFP's and requests, providing product and targeting recommendations based on Goodreads expertise
  • Through a consultative approach, develop insight into publishers KPI's help them meet those goals by leveraging Goodreads' ad products
  • Create Insertion Orders, work within Order Management systems and serve as an expert in our defined business processes
  • Partner with Ad Ops to ensure campaigns are implemented in an accurate and timely manner, provide screenshots, monitor and optimize campaign through final delivery
  • Perform analytical analyses of campaign performance
  • Interact with Finance department in regards to Billing requests/issues

Basic Qualifications

  • 3+ years experience in digital web and mobile advertising in a sales or account management position
  • Experience with RFP process and partnering with Sales to creating media plans and proposals
  • Experience working in Salesforce, order management systems and ad servers (XSM and DFP preferred)
  • Experience managing multiple (> 20+) concurrent campaigns and ensuring campaigns meet their KPIs and goals
  • Proven analytical skills with ability to turn data into actionable insights and recommendations for publishers

Preferred Qualifications

  • Passion for reading and knowledge of the book publishing industry
  • Excellent attention to detail and the ability to follow and improve on business processes
  • Effective time management skills with the ability to prioritize and meet deadlines
  • Strong communication skills in person, on the phone and through email
  • A desire to cultivate positive business relationships with clients and internal teams
  • Excited to provide best-in-class customer service and the attitude to go above and beyond
  • A team player who's able to work in a fast-paced environment with technical and non-technical teams

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