Client Services Manager (PPC, SEM)

Adthena is an award-winning search intelligence platform with the unique combination of patented, AI-driven technology, and a supportive team of paid search experts, to help brands, marketers, and agencies dominate their competitive landscapes.
We provide customers around the world with a clear view of the competitive landscape, helping them optimize their paid search spend to increase ROI, inform cross-channel strategies, and save time.
Our Whole Market View technology creates a full market map of a client’s entire search landscape; Smart Monitor automatically detects threats and opportunities every day; and our exclusive Local View solution provides the location-based strategic insights that brands, marketers, and agencies need to optimize their spend at local level.
Adthena offers four industry-exclusive solutions that give our customers an unrivaled view of the competitive landscape: Market Entry, Campaign Optimization, Strategic Advantage, and Brand Protection.
Backed by Updata Partners, Adthena was founded in 2012 and now works with 300+ clients across a wide range of industries including finance, retail, gaming, automotive, and technology. Brand customers include Bupa, Citibank, L’Oreal, M&S, Nespresso, Qantas, Volkswagen, and Volvo. Agency customers include Dentsu, GroupM, and OMD.
In 2022 alone, Adthena won 11 major search industry awards, including Best Search Software Tool at the US Search Awards and Best Software Innovation in both the US and the UK for our groundbreaking Local View product. Along with client Staysure, Adthena won Best use of Search in  Finance PPC at the Global Search Awards and Best use of Data PPC (Silver) at the UK Search Awards. For more information please visit: www.adthena.com.
The Role:
As a Client Services Manager, you are a strategic partner to the Customer, helping them deliver value from our platform. You'll achieve this by enabling platform adoption, providing best practices, and just as important... bespoke Solution Services with support from the BI team.
As the Client Services Manager you will Deliver Remarkable Quality through your keen understanding of client's objectives, coupled with your expertise in paid search. You will also drive customer satisfaction and impact retention by partnering closely with our Account Managers who take commercial ownership of the customer.
Reporting to: Director of Customer Success, North America

About You

• A strong understanding of the Digital Marketing landscape
• Excellent client relationship and management skills
• Strong data analytical skills; i.e analyzing the paid search landscape through our software to provide strategic recommendations 
• A customer-centric mentality focused on providing value to our clients 
• Seeking a strategy-focused role without the stress of campaign responsibilities 
• Strong written and verbal communication skills
• Experience managing multiple stakeholders
• Exceptional organisational skills

Desirable Experience

• 1-2 years experience in managing Paid Search campaigns for enterprise clients
• SaaS/Vendor background is a plus (Not essential)
• Digital/Media Agency Experience

More About What You'll Be Doing

• During the first 30 days, you will: Learn about the product, the business, tools we use and processes to set you up for success in your new role
• After 60 days, you will have: Arranged calls and F2F meetings with key stakeholders on a pre-assigned ‘green’ client list. These will be assigned to you in blocks, eventually you will manage up to 30 clients, depending on the size of clients.
• Moving forward you will be responsible for driving engagement via monthly catch-ups and contribute to Quarterly Business Reviews.
• Co-own success plans with your clients, guiding them through key milestones to achieve value, capturing outcomes along the way.
• Act as a trusted advisor, an extension of their team, delivering strategic insights and best practice where necessary
• Be the voice of the customer, providing feedback internally to product and management
• After 90 days, along with your Account Manager you will have successfully conducted Business Reviews with senior stakeholders for each of your clients, fostering high client Health Score in your book of business and built referable relationships with key clients
• After 12 months, you will have delivered an exceptional client experience, leading to 90%+ gross revenue retention
• Proved value on current subscription and scoped out potential upsell opportunities for Account Management.
• After 18 months, you will have: A proven track record as an Adthena CSM, where you can further your career as either an individual contributor or explore a management career path.

Why Join Adthena?