Customer Success Strategist

Role Overview

Join The San Antonio Express News & MySa.com, to help deliver impactful media campaigns for our customers, leveraging our rich history, extensive audience reach and best-in-class advertising solutions!

Customer Experience

• Act as the primary point of contact for customers throughout the entire lifecycle, from onboarding to ongoing relationship management.
• Provide proactive customer support, addressing any concerns or issues that arise and ensuring timely resolution.
• Handle objections efficiently and recommend new products and promotional opportunities to current clients.

Data Analytics

• Analyze KPIs and campaign data to identify strengths, weaknesses, and areas for optimization.
• Create and deliver customized performance reports on digital media campaigns (including SEO, SEM, social media, and web analytics).
• Provide actionable insights and recommendations based on campaign performance.

Pipeline Management

• Develop and nurture long-term client relationships, with a focus on increasing retention and growing revenue.
• Manage client pipeline and monthly revenue forecast in Salesforce.com.

Product Expertise

• Become an expert on our digital and print products/services.

Client Interaction

• Offer strategic recommendations to improve customer outcomes.
• Collaborate with sales teams to develop upsell opportunities and drive incremental revenue growth.
• Lead internal teams in the execution of client campaigns, ensuring successful delivery of services and meeting client expectations.

Advertising Solutions

• Implement client campaigns, ensuring successful delivery of services and meeting client expectations.
• Stay up to date on industry trends and best practices, continuously seeking ways to improve client outcomes.

What will it take to be successful?

• Purposeful: Direct and get things done quickly, with confidence, integrity, and determination.
• Adaptable: React and adjust to changing conditions and come up with practical ideas to deal with them.
• Driven: Have self-assurance and competitive drive, delivering high-quality, organized, and repeatable results.
• Communicator: Be a lively and intelligent person with a stimulating influence on others.
• Trend-savvy: Keep informed of industry developments to ensure our digital advertising strategies remain cutting-edge and effective.

What we’re looking for:

• Education: BA/BS degree in Advertising, Marketing, or Communications a plus or equivalent experience.
• Experience: 2+ years of business-to-business outside sales in advertising or media, with a proven success in new business acquisition and exceeding revenue goals.
• Skills: Superior presentation, interpersonal, and communication skills; Technically savvy with experience in Google Analytics, Excel, Word and CRM systems (Salesforce preferred).

What we offer:

• Dynamic Environment: A great work environment where it's never boring.
• Comprehensive Training: Paid in-depth sales and product training.
• Competitive Compensation: Competitive base salary with uncapped commissions for unlimited earning potential.
• Collaborative Culture: Ideas and input are always welcome.

About Hearst Newspapers:

With 2,500 employees across the nation, HNP represents a network of 24 daily and 52 weekly publications, including the San Francisco Chronicle, Houston Chronicle, Austin American-Satesman and Albany Times Union, several top digital-only news and lifestyle sites, marketing services businesses, and entertainment businesses such as King Features Syndicate. At HNP, we are investing in new and innovative ways to tell stories–growing newsrooms, diversifying tools, evolving platforms–to support the millions of people who trust us each month to help them make decisions, take action and be inspired. Be a part of something bigger–Your Headline Awaits