Customer Success Manager

Canela Media is the fastest-growing Latina-founded media and entertainment company in the United States and Latin America with OTT properties including Canela.TV, Canela Music and Canela Kids. The company is a true start-up, founded in 2019 and backed by the most reputable investment groups in the world.

Overview:

We are looking for an experienced, talented, and self-starting Client Success Manager to become a trusted client partner with excellent communication and analytical skills.

The successful candidate will collaborate closely with other internal teams including ad-ops strategy and technology to support client onboarding, delivery, optimization, reporting, and relationship management.

This role will be a “go-to” resource for exceptional customer experiences at the account and campaign levels. Client Success Managers own client relationships and related campaigns from start to finish and oversee all aspects of campaign execution, utilizing the strategic ‘pod’ of assigned teammates/resources to ensure campaigns are adequately scheduled, creative assets are collected on a timely basis, and campaigns configured accurately, launch on time, and achieve client media KPIs.

The role will report to the Client Services Director and will be based in California.

Responsibilities

• Develop and cultivate positive business relationships with clients and sales, creative design, sales research, and technical teams.
• Collaborate with internal cross-functional teams and external partners to discuss upfront & scatter campaign set up (i.e. placements, targeting and KPI goals), execution and optimization for campaign success
• Serve as client-facing expert and representative for the campaign management team; Provide campaign updates, insights, and reporting
• Accountable for campaign management across multiple accounts, from implementation into Order Management System through entire life-cycle of the campaign
• Initial point of contact to troubleshoot issues as they arise; Managing and providing the resolution of issues such as discrepancy between reporting systems and creative malfunctions.
• Communicate with Media teams and/or client creative partners to recommend necessary creative changes to meet campaign specific specs
• Experience in ad serving technologies such as CM (Campaign Manager), Sizmek, Innovid, Extreme Reach, and Placement IO.
• Work with external partners to ensure tracking tags are provided for optimal measurement criteria (i.e. VVF (verification viewability fraud), etc.)
• Continuously review performance reports to provide highlights and potential issues on a regular cadence; Monitor and creatively optimize campaigns’ underperformance, over-pacing, or any other campaign-related metrics.

Qualifications:

• 4-5 years of experience managing digital media campaigns
• Ability to work independently and with diverse groups
• Excellent interpersonal skills, with the ability to take initiative in a challenging, fast-paced environment of multiple priorities
• Strong knowledge of the ad tech ecosystem and technical market standards (VAST, VPAID, ad-serving, SSP, DSP, DV, IAS, etc.)
• Knowledge of DFA/DCM, Sizmek, and various third-party video ad-serving platforms
• Ability to analyze, extract, and clearly communicate insights from complex data sets
• Excellent verbal and written communication skills with an exceptional eye for detail/organizational skills
• Willingness to learn and create solutions that challenge the status quo
• Critical thinking and problem-solving abilities in support of client’s needs
• Exceptional project management skills: demonstrated ability to perform under pressure to meet deadlines, prioritize and manage detailed budget

Canela Media