Client Success Manager

As a Client Success Manager at The New York Times, you’ll oversee customer success and retention for our advertising clients. Your responsibilities include managing client communications, facilitating the sales process from pre-sale to post-sale, and developing relationships with advertising agencies. Additionally, you’ll ensure timely delivery of work, manage client feedback, and coordinate with various teams to ensure projects stay on track.

To apply for the Client Success Manager position at The New York Times, you should have at least 1+ years of experience in digital or print advertising, specifically in roles related to advertising sales coordination. A Bachelor's Degree is preferred, along with familiarity with digital media and client relationship management. Your background should demonstrate a commitment to learning and engaging with diverse clients.

Success for a Client Success Manager at The New York Times is defined by your ability to enhance client relationships, ensure high-quality service delivery, and improve client retention rates. This includes effectively managing client expectations, delivering timely insights on performance, and collaborating with interdisciplinary teams to enhance the overall client experience.

Key skills needed for a Client Success Manager at The New York Times include strong communication, relationship-building, problem-solving, and organizational skills. You'll need to efficiently manage client accounts, oversee campaigns, and liaise with multiple teams to ensure client satisfaction and alignment with advertising goals.

The work culture for the Client Success Manager at The New York Times is collaborative and inclusive, reflecting the company's commitment to diverse perspectives. You’ll be supported by a team that values journalistic independence and innovation, providing you with the resources and environment to drive success for clients and contribute to our mission.

In your response, focus on specific experiences where you successfully managed multiple clients. Mention how you maintained communication, handled any issues that arose, and ensured that client needs were met. Emphasize your proactive approach and adaptability.

Explain how you would first listen to the client’s concerns, then gather all relevant information before devising a solution together with the client. This shows your commitment to client satisfaction and the importance of maintaining relationships even in difficult situations.

Outline various engagement strategies such as regular check-ins, creating personalized reports illustrating campaign performance, and always providing proactive updates. Mention how you would build rapport and keep clients excited about new advertising opportunities.

Discuss your approach to planning, collaborating with cross-functional teams, and ensuring that deadlines are met. Emphasize your ability to monitor progress, communicate with clients regularly, and adapt to changes as the campaign evolves.

Talk about the methods you use to organize tasks—such as using project management tools or maintaining status reports. Stress the importance of time management and how you would assess the urgency and impact of each task on your clients’ needs.

Explain how you tailor your communication style to fit each client, maintaining clarity and professionalism. Discuss the use of regular status updates, follow-up emails, and face-to-face meetings to establish trust and ensure all parties are on the same page.

Share how you participate in industry webinars, follow relevant publications, and engage with professional networks. Continuing education and being proactive about emerging trends in advertising are critical in providing excellent service to clients.

Describe how you would manage scope changes by first confirming the request with the client, then working with relevant teams to assess impacts on timelines and budgets. Communication is key here to ensure all stakeholders are aligned and satisfied.

Discuss your passion for helping clients achieve success through effective media partnerships. Highlight how seeing clients benefit from your work inspires you, and mention the importance of achieving both personal and organizational growth.

Emphasize the significance of data in understanding client performance metrics, identifying areas for improvement, and informing decision-making. Discuss how data analytics is integral in optimizing campaigns and maintaining strong client relationships.