Customer Success Strategist

Title: Customer Success Strategist

Join Hearst Austin Media Group and The Austin American-Statesmen, to help deliver impactful media campaigns for our customers, leveraging our rich history, extensive audience reach and best-in-class advertising solutions!

At Hearst Austin Media Group and The Austin American-Statesmen we are driven by a commitment to inform, inspire, and provoke—boldly and authentically. Our employees are encouraged to be relentless, fearless, and startlingly original as they tell stories that shape our community and beyond. We nurture a culture of continuous learning, innovation, and integrity, empowering our team to push boundaries and grow professionally. Together, we build a legacy of excellence, where every contribution helps shape the story of one of the most celebrated media organizations in the world.

Role Overview: Hearst Newspapers is searching for a dynamic Customer Success Strategist to support our digital advertising teams. You will be responsible for building and maintaining strong customer relationships, ensuring client satisfaction, and driving retention and revenue growth. This role involves managing digital media campaigns, providing in-depth performance analysis, and offering strategic recommendations to improve customer outcomes. You will work closely with sales teams and internal departments to meet and exceed customer expectations, ensuring customers realize maximum value from the company's digital marketing solutions.

Why Hearst Austin Media Group and The Austin American-Statesmen? Our people make the difference! Our diverse team is filled with passionate individuals who want to win. We offer an upbeat and collaborative working environment where challenging the norm is encouraged. With ample opportunities to learn new skills and advance within the organization, our team members are given the tools to learn and grow their careers.

 

What will you do?

· Customer Experience: Act as the primary point of contact for customers throughout the entire lifecycle, from onboarding to ongoing relationship management.

· Data Analytics: Analyze KPIs and campaign data to identify strengths, weaknesses, and areas for optimization.

· Pipeline Management: Develop and nurture long-term client relationships, with a focus on increasing retention and growing revenue.

· Product Expertise: Become an expert on our digital and print products/services.

· Client Interaction: Provide proactive customer support, addressing any concerns or issues that arise and ensuring timely resolution.

· Client Solutions: Recommend new products and promotional opportunities to current clients and handle objections efficiently.

· Collaboration: Join forces with sales teams to develop upsell opportunities and drive incremental revenue growth.

· Implementation: Lead internal teams in the execution of client campaigns, ensuring successful delivery of services and meeting client expectations.

· Forecasting: Manage client pipeline and monthly revenue forecast in Salesforce.com. Stay up to date on industry trends and best practices, continuously seeking ways to improve client outcomes.

· Advertising Solutions: Create and deliver customized performance reports on digital media campaigns (including SEO, SEM, social media, and web analytics),providing actionable insights and recommendations.

What will it take to be successful?

· Purposeful: You are direct and get things done quickly, with confidence, integrity, and determination.

· Adaptable: You react and adjust to changing conditions and come up with practical ideas to deal with them.

· Driven: You have self-assurance and competitive drive, delivering high-quality, organized, and repeatable results.

· Communicator: You are a lively and intelligent person with a stimulating influence on others.

· Trend-savvy: You will keep informed of industry developments to ensure our digital advertising strategies remain cutting-edge and effective.

 

What we’re looking for:

· Education: BA/BS degree in Advertising, Marketing, or Communications a plus or equivalent experience.

· Experience: 2+ years of business-to-business outside sales in advertising or media, with a proven success in new business acquisition and exceeding revenue goals.

· Skills: Superior presentation, interpersonal, and communication skills. Technically savvy with experience in Google Analytics, Excel, Word and CRM systems (Salesforce preferred).

· Mindset: Goal-oriented, competitive, analytical and forward-thinking with strong business and financial acumen.

 

What we offer:

· Dynamic Environment: A great work environment where it's never boring.

· Comprehensive Training: Paid in-depth sales an