Manager, Client Services (Pharma)

The Opportunity

Do you consider yourself a digital media expert who understands (and loves) first-class Client Services?  If so, then we want you to join our team!  Kargo is looking for a Client Services Manager who will be the main point of contact for all client-facing relationships for enterprise level accounts during the post-sale process. This role is a key contributor, providing white glove service through campaign management, building client rapport, and ensuring client retention and growth through incremental and upsell opportunities.  In addition to client communication, this person is the liaison between departments to manage end-to-end execution and works harmoniously with sales on a shared book of business to drive brand strategy.

The Client Services Team is responsible for the end-to-end execution of direct and programmatic buys from education and strategic recommendations to post-campaign insights. The team is fast-paced, quickly growing, and performance-oriented.

The Daily To-Do

• Deep understanding of our products, offerings, and best practices to support campaign strategy and meet client objectives
• Assist in day-to-day relationships and all phases of a direct and programmatic campaign life cycle, inclusive of brand strategy, kick-off calls, tag + asset collection, creative development, trafficking, performance reporting/optimizations, troubleshooting, delivery and invoicing.
• Provide best-in-class client service to cultivate relationships to maximize client satisfaction, retention, and growth
• Assist in identifying client needs and implement strategic solutions to help drive partnership
• Collaborate with internal cross-functional teams; sales, operations, design, product, and finance to ensure campaign performance is met
• Analyze and deliver reporting, insights, and results to clients
• Identify and generate client outreach for incremental, upsell, and renewal opportunities
• First responder to direct and programmatic campaign troubleshooting or delayed revenue before routing for escalation
• Funnel demand-side needs or revenue blockers to internal teams to ensure Kargo is well-positioned to grow and retain business
• Check pacing and delivery across live pharma campaigns every day. Find and fix under- or over-delivery before it affects client goals.
• Make sure third-party measurement partners (e.g., Crossix, IQVIA, DeepIntent, PurpleLab) are tracking correctly, and reconcile discrepancies against the ad server's numbers.

Qualifications

• 3+ years in Digital Media, with a focus on Sales Support, Account Management, or Project Management
• Experience in supporting Pharmaceutical accounts is highly preferred
• Direct-sold and programmatic mobile advertising experience
• Knowledge of DSP and SSP platforms and partners such as Celtra, The Trade Desk, Deep Intent, LiveRamp, etc.
• Media agency experience is a plus
• Familiarity with industry jargon and media metrics
• MS Suite and Google Suite proficient (i.e, Excel, Google Sheets, Google Slides)
• Proven record of successful client retention and business growth
• Highly strategic, proactive and solution-oriented
• Thrives in a teamwork environment and collaborates well with others
• Strong verbal and written communication skills with the ability to deliver well-positioned presentations
• Organizational skills with the ability to use available resources to reach solutions
• Able to multi-task and prioritize based on account tier and urgency on a daily basis
• Strong analytic skills to deliver reporting insights
• Highly organized and keen attention to detail
• Bachelor’s degree or equivalent experience