Job Description

Are you a master of customer satisfaction, fulfillment coordination and understanding digital services? We’re on the lookout for a passionate and detail-oriented individual to fill the role of Client Success Specialist at our growing company.

As a Client Success Specialist, you will focus on bridging the gap between customers & sales reps and provide additional support on fulfillment on digital tactics. If you thrive in a fast-paced, customer- centric environment and have a knack for problem-solving, we’d love to hear from you!

Key responsibilities of the Customer Success Specialist, Fulﬁllment include, but are not limited to, the following areas:

Collaborate with the Director of Client Strategy, Marketing and fulfillment director, BP Digital and VP Digital Operations with the development towards fulﬁllment in agency style services.
Book and maintain clients for many if not all digital tactics included in their
Update sales rep on reporting and tactic fulﬁllment at all partners of the
Responsible for full booking process for digital tactics of all types.
Learn, manage, and optimize all digital knowledge for bookings and any changes that occur.
Ensure all campaigns are booked and running as sold by the sales rep and paid for by the
Guide new customers through the on boarding process to ensure a smooth transition and understanding of the product or service.
Build and maintain relationships with key customers, understanding their needs and ensuring they derive maximum value from the product or service.
Address customer issues promptly, collaborating with cross-functional teams to resolve any challenges and ensure a positive customer experience.
Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement, and communicate this information to the relevant teams.
Monitor customer accounts, identify opportunities for upselling, and ensure timely renewals to maximize customer lifetime value.
Encourage satisﬁed customers to become advocates, whether through testimonials, case studies, or referrals, to help with marketing efforts.
Work closely with marketing teams to provide insights into customer needs, preferences, and pain points, contributing to the development of marketing strategies and
Build relationships within the management team at Black Press Media, allowing for increased collaboration, client growth and support for their sales teams.
Keep up to date on new products and trends within the digital marketing
Ensure familiarity with all BPM products (Print/Digital) and recommend enhancements where
Work cross-functionally between various departments to help measure, analyze and enhance the performance of revenue generation and audience development activities.
Use knowledge of the market and competitors to identify and develop unique selling propositions and differentiators to build audience and revenues for Black Press Media.
Report regularly to BPM Leadership team, have the ability to present and promote internally the strategy and results achieved.
Fully comply with all company Health and Safety requirements, including reporting all accidents, near accidents, and hazards.
Achieve other objectives and key tasks as periodically agreed with the VP Digital

Black Press Media is a leading local news champion with operations across British Columbia, Alberta, Yukon, Northwest Territories, Nunavut, Washington State, Alaska, and Hawaii. Over 1,500 talented employees work with us to deliver unique community news and information across a full suite of traditional media channels and digital platforms. We value diverse viewpoints, new ways of thinking and a collaborative approach to delivering results.

Expected annual Salary: $50,000

To apply please email:

Leaha Hammond

Marketing and Engagement Account Director

leaha.hammond@blackpress.ca

and

Taryn Liebholz

Director of Client Strategy

taryn.liebholz@blackpress.ca

Application will be accepted until position is filled.

Only those selected for an interview will be contacted.

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