Mediavine is seeking an experienced Manager of Publisher Success to join our Publisher Success team.About MediavineMediavine is a fast-growing advertising management company representing over 10,000 websites in the food, lifestyle, DIY, and entertainment space. Founded by content creators, for content creators, Mediavine is a Top 20 Comscore property, exclusively reaching over 125 million monthly unique visitors. With best-in-class technology and a commitment to traffic quality and brand safety, we ensure optimal performance for our creators.Mission & CultureWe are striving to build an inclusive and diverse team of highly talented individuals that reflect the industries we serve and the world we live in. The unique experiences and perspectives of our team members is encouraged and valued. If you are talented, driven, enjoy the pace of a start-up like environment, let's talk!Position Title & Overview:The Manager, Publisher Success is responsible for overseeing a team of account managers, ensuring the successful delivery of client services, and driving customer satisfaction and retention. This role reports to the SVP, Publisher Success and will develop and implement strategies to optimize account performance, maximize revenue, and ensure the long-term success of client accounts. The Manager, Publisher Success focuses on Mediavine's core client base, publishers who receive team based account management earning over $75,000 per year with dedicated attention to the experience of those earning over $30,000 per year, as they enter the competitive landscape of ad monetization. The person in this role will serve as an effective leader and motivator for a team of Account Managers in a growing but ever-changing industry. Providing proactive solutions for publishers that will help them to surface opportunities to increase revenue, ensure their satisfaction with our services, proactively retain them, and grow overall revenue for this segment of Mediavine publishers. A manager that leads the team by example with a publisher first mentality, sets a high bar, and continuously reevaluates what success means for publishers at this level. Essential Responsibilities:
- Lead, mentor, and motivate a team of account managers, providing guidance and support to ensure the highest levels of performance while fostering a collaborative and inclusive team environment
- Ensure client satisfaction by understanding their business needs, anticipating challenges and providing solutions that align with their objectives, demonstrating proactive problem-solving and strategic thinking
- Reduce turnaround time for the assigned base of publishers, programs, and client areas by focusing on proactive retention and continuous improvement
- Develop strategies to maximize revenue growth within existing accounts, including best practices and feature adoption opportunities to drive innovation
- Ensure an outstanding publisher experience with every interaction across the account management team
- Build and maintain strong relationships with clients, acting as a trusted advisor and point of escalation
- Monitor account health, proactively identifying risks and opportunities, and implementing strategies to address them
- Track and analyze key performance metrics related to account management, such as client retention, revenue growth, and customer satisfaction
- Continuously evaluate and refine account management processes and tools to enhance efficiency and effectiveness
- Collaborate with internal stakeholders to develop and implement initiatives that enhance client engagement and drive account growth, serving as a voice internally for our publishers
- Oversee the creation and maintenance of team schedules, setting expectations for coverage, ensuring adequate coverage during business hours, including weekends and holidays, and effectively coordinating time off requests to maintain optimal service levels
- Conduct regular performance evaluations, set objectives, and identify training and development needs for the team
- Recruit, train, and retain a team with the expertise required to meet publisher needs, align with company standards, and consistently exceed performance goals
- Apply strategic thinking to anticipate challenges, develop innovative solutions and make data-driven decisions that enhance client satisfaction
- Cultivate long-term, client relationships by acting as a reliable advisor, addressing needs proactively and ensuring continuous engagement
- Availability to travel to on-site locations for team retreats, leadership meetings, publisher events and the annual all-hands events (approximately 20% of the time)
RequirementsLocation:
- Applicants must be based in the United States
Application Deadline:
- Application deadline is 11/21/24
- Additional applicants can be considered for future opportunities
You Have:
- 5+ years of progressive experience in a customer-facing role, with at least 3+ years of experience in ad management, publisher-facing preferred
- Experience with Mediavine, our publishers, and ad-tech preferred
- Deep understanding of our products and services, and their applications to ensure publisher success
- Proven ability to build and maintain strong client relationships, cultivating lasting connections with publishers and partners
- Experience working remotely in a distributed team environment, utilizing tools such as Slack and Google Suite
- Proficiency in CRM software and account management tools (e.g., HubSpot, Salesforce)
- Strong interpersonal skills with the ability to effectively communicate with various audiences, including publishers, peers, leadership, and cross-functional teams
- Excellent written and verbal communication skills that resonate across diverse stakeholder groups
- Proven initiative and problem-solving ability, with a knack for troubleshooting and de-escalating situations when necessary
- Strong organizational and time management skills, including the ability to prioritize competing tasks and manage multiple projects effectively
- Attention to detail and follow-through on long-term projects, ensuring quality work and the ability to get things right the first time
- Empathy and client-focused mindset, listening to publisher feedback and proactively implementing solutions
- Strong work ethic, a positive attitude, and reliability as a team player who thrives in collaborative environments
- Availability to travel to on-site locations for team retreats, leadership meetings, publisher events and the annual all-hands events (approximately 20% of the time)
Benefits
- 100% remote
- Comprehensive benefits including Health, Dental, Vision and 401k match
- Generous paid time off
- Wellness and Home Office Perks
- Up to 12 weeks of paid Parental Leave
- Inclusive Family Forming Benefits
- Professional development opportunities
- Travel opportunities for teams, our annual All Hands retreat as well as industry event
Mediavine provides equal employment opportunities to applicants and employees. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.We strongly encourage minorities and individuals from underrepresented groups in technology to apply for this position.At Mediavine, base salary is one part of our competitive total compensation and benefits package and is determined using a salary range. Individual compensation varies based on job-related factors, including business needs, experience, level of responsibility and qualifications. The base salary range for this role at the time of posting is $95,000 - $125,000 USD/yr.