Be an early applicantLess than 25 applicants

Company

Swooped · 2 hours ago

Manager, Publisher Success

United States

Full-time

Remote

Mid, Senior Level

$95K/yr - $125K/yr

5+ years exp

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Responsibilities

Lead, mentor, and motivate a team of account managers, offering guidance and support to ensure top performance while promoting a collaborative and inclusive team environment.

Guarantee client satisfaction by understanding their business needs, anticipating challenges, and delivering solutions that align with their objectives; demonstrating proactive problem-solving and strategic thinking.

Reduce turnaround time for the assigned group of publishers, programs, and client areas by concentrating on proactive retention and continuous improvement.

Develop strategies to maximize revenue growth within existing accounts, including sharing best practices and opportunities for feature adoption to drive innovation.

Ensure an exceptional publisher experience with every interaction across the account management team.

Build and maintain strong relationships with clients, acting as a trusted advisor and point of escalation.

Monitor account health by proactively identifying risks and opportunities, and implementing strategies to address them.

Track and analyze key performance metrics related to account management, such as client retention, revenue growth, and customer satisfaction.

Continuously evaluate and refine account management processes and tools to enhance efficiency and effectiveness.

Collaborate with internal stakeholders to develop and implement initiatives that boost client engagement and promote account growth, serving as an internal advocate for publishers.

Oversee the management of team schedules, setting expectations for coverage, ensuring adequate support during business hours, including weekends and holidays, and effectively coordinating time-off requests to maintain optimal service levels.

Conduct regular performance evaluations, establish objectives, and identify training and development needs for team members.

Recruit, train, and retain a talented team capable of meeting publisher needs, aligning with company standards, and consistently exceeding performance goals.

Utilize strategic thinking to foresee challenges, develop innovative solutions, and make data-driven decisions that enhance client satisfaction.

Foster long-term client relationships by acting as a reliable advisor, proactively addressing needs, and ensuring ongoing engagement.

Be available to travel to on-site locations for team retreats, leadership meetings, publisher events, and annual all-hands events (approximately 20% of the time).

Qualification

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Ad management experienceClient relationship managementCRM software proficiencyAd-tech understandingProblem-solving abilitiesGoogle SuiteSlack

Required

5+ years of progressive experience in a customer-facing role, with at least 3+ years in ad management, preferably publisher-facing.

Experience with ad-tech and a strong understanding of relevant products and services to ensure publisher success.

Proven capability to cultivate and maintain strong client relationships, building lasting connections with publishers and partners.

Experience in a remote, distributed team environment, effectively using tools like Slack and Google Suite.

Proficiency in CRM software and account management tools (e.g., HubSpot, Salesforce).

Strong interpersonal skills, adept at communicating with various audiences including publishers, peers, leadership, and cross-functional teams.

Excellent verbal and written communication skills that resonate with diverse stakeholder groups.

Initiative and problem-solving abilities, with a talent for troubleshooting and de-escalating situations as necessary.

Strong organizational and time management skills, with the capacity to prioritize competing tasks and manage multiple projects effectively.

Attention to detail and follow-through on long-term projects, ensuring quality work is delivered consistently.

An empathetic, client-focused mindset, actively listening to publisher feedback and implementing proactive solutions.

A robust work ethic, positive attitude, and reliability as a team player thriving in collaborative settings.

Availability to travel to on-site locations for team retreats, leadership meetings, publisher events, and the annual all-hands gatherings (approximately 20% of the time).