The San Francisco Chronicle

The Times Union in Albany, NY s looking for a highly motivated Customer Performance Manager to support our Digital Advertising teams. The Customer Performance Manager is responsible for building lasting rewarding relationships with our customers. Critical to success is the prompt on-boarding and resolution of customer issues, ensuring customers quickly realize maximum value from Times Union marketing solutions. Therefore, the CPM must possess a strong knowledge of digital products including SEO, SEM, Social Media Advertising, Programmatic Display, Email Marketing, and website management. If you are a high achiever that is laser focused on exceeding your customer’s expectations, let’s chat! This role is Hybrid with the expectation to work in the Times Union office 3 days a week.

RESPONSIBILITIES:

• Overseeing accounts & act as primary point of contact throughout customer lifecycle 
• Foster strong and long-term client relationships
• Recommend, plan, and implement digital marketing and advertising strategies that align with client’s requirements and marketing goals
• Onboard new customers and ensure campaigns go live in a timely manner. 
• Analyze, Track KPIs & Report on campaign success and identify areas of concern
• Resolve any customer account issues originating from customer calls or internal groups
• Collaborate with sales teams as needed to achieve up-sell opportunity
• Act as a team player and contribute to the team's revenue success

SKILLS / QUALIFICATIONS:

• Strong knowledge of digital products including SEO, SEM, Social Media Advertising, Programmatic Display, Email Marketing, and website management. 
• Google Analytics experience preferred.
• Excellent analytical & communication skills. 
• Ability to establish and maintain effective working relationships with all levels of the organization and external clients
• Ability to respond to frequent demands of multiple customers (internal and external)
• Solid time management skills and able to handle multiple tasks in a fast-paced atmosphere
• Outstanding computer skills including solid knowledge of Excel, Word, PowerPoint, Salesforce

EDUCATION/EXPERIENCE:

• College degree preferred and 2 – 3 years of experience working in digital media services, sales support, marketing, and/or a customer service environment.

In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in New York State. The reasonable estimate, if hired in New York State, is $50k-$55k. Please note this information is specific to those hired in New York State. If this role is open to candidates outside of New York State, the salary range would be aligned to that specific location. A final decision on the successful candidate’s starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.

About Times Union:

Based in Albany, the Times Union (www.timesunion.com) is the leading news organization in New York’s Capital Region, Hudson Valley and beyond. The news organization is widely respected for its focus on local news and watchdog reporting, particularly on state government and politics. It has won numerous state and national awards for its work on both print and digital platforms and has repeatedly been named New York’s ‘Newspaper of Distinction’ by the state editors association. Through the Times Union Media Group, we offer innovative marketing and advertising solutions to local, regional, and national clients. These include event marketing, a full complement of digital marketing solutions, targeted and total market coverage print solutions and more.

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ABOUT US

Based in Albany, the Times Union (timesunion.com) is the leading news organization in New York’s Capital Region, Hudson Valley and beyond. The news organization is widely respected for its focus on local news and watchdog reporting, particularly on state government and politics. It has won numerous state and national awards for its work on both print and digital platforms and has repeatedly been named New York’s ‘Newspaper of Distinction’ by the state editors association. Through the Times Union Media Group, we offer innovative marketing and advertising solutions to local, regional, and national clients. These include event marketing, a full complement of digital marketing solutions, targeted and total market coverage print solutions and more.

Recognizing the diverse needs of our candidates, if you are interested in applying for employment and need assistance or an accommodation to use our website or regarding the application process, please contact us by email at hnpemployment@hearst.com. Please do not use this email address to inquire about the status of applications. We will only respond to inquiries concerning requests for a reasonable accommodation through this email address.