Customer Success - Client Services Executive

About Joveo

At Joveo, we're on a mission to transform the job search landscape with the power of AI, automation, and human insight. Our cutting-edge platform enables global organizations to attract, engage, and hire talent more intelligently and efficiently.

From smart job ad distribution to real-time decision-making, Joveo is crafting the future of recruitment marketing, creating a fairer and more efficient labor market along the way.

If you're passionate about connecting ideas, challenging the status quo, and making scalable impacts, we welcome you to join the team pioneering the next era of AI in the workplace.

For more information, visit www.joveo.com

About the Job

As a Client Service Executive, your role is pivotal in ensuring positive customer experiences and the efficient management of client campaigns. You will be the primary liaison between clients and internal departments, striving to achieve client goals and maintain strong relationships. Key responsibilities include:

• Coordinating, prioritizing, and resolving daily CSE activities, including the day-to-day management of client campaigns, real-time monitoring, optimization, and adjustment of campaign parameters to meet or exceed customer goals.
• Identifying and addressing customer needs to enhance their experiences, responding to inquiries, resolving problems, and providing solutions to client challenges.
• Utilizing customer feedback and past experiences to identify performance improvement opportunities and communicate with publishers.
• Effectively managing allocated budgets within publishers to optimize campaign performance.
• Measuring and reporting on the performance of all campaigns, preparing reports on client activities, such as performance reviews, MBR/QBR decks, and client feedback, to evaluate the success of client engagements and identify areas for improvement.
• Maintaining day-to-day deliverables related to ad campaigns across the company’s owned and operated properties.
• Managing multiple client relationships with an emphasis on quality, adoption, retention, and satisfaction.
• Taking ownership of post-sales customer relationships, including onboarding and serving as a trusted advisor.
• Translating and documenting customer-facing material as necessary to meet business objectives.
• Collaborating with various internal stakeholders, including Engineering, Product, Tech Operations, Customer Success, Revenue, PubOps team, and Growth teams.
• Formulating action plans for defaulting publishers.
• Recommending rewards for high-performing publishers.
• Participating in the review of PRDs and conducting UATs to provide feedback.

Competencies that will keep you successful with us

Problem Solving:

• Effectively uses existing procedures, processes, and tools to identify and solve problems.
• Appropriately applies learned concepts, procedures, or “rules of thumb” to analyze data Identifies the information needed to solve a problem.
• Recognises a match or mismatch between current data and a known standard.

Relationship Management:

• Partners with individuals/teams to foster a supportive environment so that they understand and identify with client needs and feel they can do their best work.
• Relies on others to navigate challenging situations successfully.
• Seen as a partner and source of stability by the team.

Result Orientation:

• Is able to identify effective ways of achieving the stated goals and objectives.
• Uses process, and functional knowledge in achieving set results.
• Gather necessary inputs and information before approaching any task or problem.
• Make a good attempt to understand the problem before getting into solving it.
• Is always clear about what is expected of them.
• Systematically plans their work by consistently preparing and managing schedules and task lists.
• Able to develop a solution using their expertise.

Tenacity:

• Pursues objectives with energy and persistence
• Sets high personal standards for performance
• Adapts working methods in order to achieve objectives
• Accepts ownership of and responsibility for own work
• Does not give up at the first obstacle

About you

You’ll be a great fit if you have:

• A Bachelor’s degree; an Engineering background is a plus
• Hands on experience as an Account Manager/Executive or relevant Service Industry and an ability to deliver excellent customer experience.
• Go getter role and expectation is to largely identify & convert new business in alignment with Organization’s vision.
• Work experience of 4-8 years.
• Ability to interact with senior stakeholders and build good engagement levels for getting things done.
• You should have excellent interpersonal, presentation and communication skills (both written and oral).
• Solid experience in Excel and MS Office, including pivot tables, chart-making for presentations.
• In addition, you should have organizational and time management skills including multitasking, prioritizing, and the ability to plan work activities in a fast paced environment efficiently to meet deadlines.
• Hands-on experience working with B2B and SaaS Product in the HR Tech space is a plus.
• Understanding of digital marketing concepts and best practices is a plus
• Hands on knowledge of on at least one ads tools is a plus - Google Ad Manager, Google Ad words, Facebook Ads, Instagram Ads
• Aware of API integrations; been part of a migration project is a plus

Overall, the role of a Client Services Executive is to build strong relationships with clients, ensure client satisfaction, and maximize revenue for the company.

Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information, visit www.joveo.com