Manager, Marketing Services (R-15757)

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Role is responsible for the management of associates plus directly managing data implementations using MDR EDU data and data integrations projects. Position is responsible for the strategy, enablement, implementation, usage tracking, revenue reporting, and client analytics for client programs. Responsible for leading the team to build strong relationships with designated client accounts by managing operational delivery of services across products and verticals, identifying value added solutions to generate growth and revenue while retaining and satisfying the client, and overall portfolio management for the respective line of business.

Essential Key Responsibilities

• Leadership, Training, and Management of Marketing Services:
• Create, update, and deliver training materials for associates to deliver a quality and consistent customer experience from onboarding through renewal in coordination with Director of Integrated Marketing Services.
• Demonstrate and manage qualified leads for sales through client discovery and engagement.
• Contribute to product team with voice of customer and voice of associates to improve the customer experience and streamline/optimize internal processes.
• Be the product/solution expert to understand, apply, and train team in products and solutions to deliver expertise and enablement to clients.
• Manage the team’s assignments, reporting of revenue delivery and forecasting to deliver 100% of solutions and services prior to contract end and in support of timely renewals.
• Manage and resolve all escalations of client program delivery.
• Leads associates to connect client goals with the creation, production, and optimization of each program component across channels.
• Objectives for the role will be aligned to client satisfaction, retention rates, and on-time usage for the team

Direct Implementation of Client Programs and Client Experience
• Lead the client experience and serve as the primary point of contact for the client from initial kickoff, enablement, launch, reporting, and recommendations.
• Own client communications throughout the project. Single post-sales support point of contact for customers for value & impact conversations.
• Identify, coordinate, and/or deliver customer training needs.
• Act as the customer evangelist to ensure that the value proposition messaging is clearly articulated and known by all market facing associates. Develops and maintains favorable relationships with new and existing clients to demonstrate value and encourage program renewal.
• Ensure on-time, within-contract, delivery of contracted products/services to ensure campaign metrics and KPIs (Key Performance Indicators) as defined in the contracts are met or exceeded.
• Oversees and guides strategy, timelines, program asset development, budget, program performance and overall implementation of client programs.
• Coordinate (quarterback) and/or act as back up to appropriate internal teams as needed to support designated clients campaign delivery

Track, Optimize, and Report on Program Performance
• Provide in-campaign and post-campaign reporting to both customers and internal stakeholders.
• Implement quarterly and/or mid-point check-ins to ensure clients are using and getting value from product/services.
• Utilize Salesforce cases to document client touchpoints and issue resolution. Document value touchpoints (Customer Use Cases & KPI’s, User Adoption/Product Utilization).
• Use data and marketing metrics to deliver reports that may include excel, email, and through PPTX presentations to provide program results and recommendations for clear next steps.
• Use analysis and understanding to execute more strategic responsibilities, such as developing and implementing customer success strategies, collaborating with other departments to improve customer experience.
• Proactively create and lead processes that delight customers and internal stakeholders with efficient and effective outcomes.

Education and Experience

• Education: Bachelors Required
• Masters Preferred
• Years of Relevant Experience: 2-4 years

Additional Skills and/or Certifications

• Experience with accessing/using a variety applications and systems: MDR Self-serve platforms, SFDC, Sales Spot, MDR Usage Reporting Systems, b