Manager, Client Services

About the team

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

The Client Services team is responsible for managing and growing Roku's partnerships with Advertisers and ultimately enabling our clients to reach their business objectives.

About the role

The Manager, Client Services, Advertising, is a key leadership role responsible for managing the strategic account management function for our Media & Entertainment portfolio. This role focuses on the direct development and coaching of Account Managers to ensure the delivery of exceptional advertising solutions and drive client success.

What you'll be doing

Account Manager Development & Coaching

• Provide direct coaching and mentorship to Account Managers, focusing on skill development, career growth, and performance improvement, identifying individual skill gaps and creating personalized development plans.
• Conduct regular 1:1s with Account Managers to provide feedback, set individual goals, and support professional development.
• Train Account Managers on best practices in client relationship management, campaign strategy, and performance optimization.
• Empower Account Managers to independently manage client relationships and make strategic decisions.

Client Relationship Management

• Partner with Account Managers to serve as a key point of contact for assigned clients, building and maintaining strong relationships across client direct and agency teams.
• Support Account Managers in executing performance advertising solutions that meet client objectives and exceed KPIs.
• Guide the team in conducting regular business reviews with clients to assess performance, identify opportunities, and address any issues.
• Work alongside Account Managers to drive incremental revenue, upselling opportunities, and revenue retention.

Operational Excellence

• Oversee the day-to-day operational aspects of account management, ensuring efficient processes and resource allocation for your team of Account Managers.
• Monitor individual Account Manager performance metrics and reporting to track growth and development.
• Support continuous improvement initiatives to enhance service delivery and operational efficiency.
• Collaborate with cross-functional teams to ensure seamless campaign execution.

Qualifications

• Minimum of 5-7 years of experience in account management within the advertising media industry.
• Background working with Media & Entertainment or Theatrical clients.
• Experience in managed service type transactions, bonus if that includes knowledge of programmatic, (DSPs, SSPs, DMPs, and ad exchanges).
• Proven track record of coaching and developing Account Managers and delivering strong results in a fast-paced environment.
• Strong people development skills with the ability to motivate and grow individual contributors.
• Excellent communication, coaching, and interpersonal skills.
• Hands-on approach with a customer-centric mindset and focus on driving business growth through team development.
• Ability to work collaboratively across departments and effectively communicate with stakeholders.