Job Description
Lead Client Success Manager, Enterprise Operations
The Lead Client Success Manager (PM) focuses on the overall campaign launch
process, driving for greater efficiency and automation. The PM works with key
cross-teams across Epsilon-Publicis, including Creative, Sales, Account
Management, Finance, Legal, Media, and Client Operations to identify and
optimize process bottlenecks, improve communication and coordinate efforts
driving operational efficiency. The PM may occasionally work on key client
initiatives in a client-facing capacity. The PM also works with the product
group to identify process and tool improvements that can further improve
efficiency. The PM defines and maintains operational processes and tracks key
metrics, as well drives key initiatives such as preparation for Q4.
What you'll do :
Project management & prioritization:
Work with the various launch teams to ensure that processes are adopted and integrated to drive to optimal outcomes. Help teams and individuals prioritize and be a central point of communication and collaboration in processes that support key launches. Facilitate communication and coordination between groups ensuring flawless execution of launches processes
Manage process, workflow system & track key metrics:
Define and manage launch process and other related processes. Work with various groups to understand and document processes, workflow systems, guide new process implementations and drive improvements to existing processes to increase efficiency and productivity.
Track and report key metrics around throughput, quality, efficiency, on time delivery and similar pertinent performance indicators. Identify where launch processes have not been created, work with stakeholders to create current/future state, conduct gap analysis identifying bottlenecks, areas for improvement, and KPI measurements.
Work toward developing an execution process mapped to every product within the Product Spectrum and metrics to measure the efficiency of those processes. Continuously identify new tools and enhancements to improve productivity, visibility and reduce redundancy.
Manage and promote dashboards and other tools for individuals to manage their work as well as managers to track progress.
Document and drive process improvements:
Works with various operations teams to identify process gaps and opportunities to improve tools or automate processes. Work with various teams to document these opportunities and see to their implementation through the process.
System process management:
Manage and act as process owner for current process and JIRA launch tickets as they relate to presales and launch activities.
Drive cross-team projects :
Initiate, drive and manage cross-team projects and initiatives that require coordination and planning between the various operations teams. This includes documenting the processes across business lines and product offerings to achieve a streamlined, standardized pre-sales and launch process across Conversant-Epsilon.
Who you are :
Bachelor's degree or equivalent experience
5+ years of experience
Specific Skills & Abilities:
Self-motivated, detail oriented and precision driven. Able to learn and apply new technologies.
Strong interpersonal skills, including excellent written and oral communication skills.
Experience defining, documenting and deploying organizational processes
Experience managing multiple simultaneous projects in production/operations environments
Experience coordinating multiple disciplines in a project.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Proven track record in defining, enforcing and tracking key business metrics
Ability to adapt communication style to various organizational levels from team members to executives
Experience working with and managing processes in workflow management systems.
Experience in digital marketing/advertising is a plus.
Experience with Jira is a plus
Thrives in an ever-changing environment, often having to step into the “unknown” to solution new processes for new and evolving products
Ability to work effectively to achieve optimal outcomes when there are times that minimal direction is provided
Additional Information
When you're one of us, you get to run with the best. For decades, we've
been helping marketers from the world's top brands personalize experiences for
millions of people with our cutting-edge technology, solutions and services.
Epsilon's best-in-class identity gives brands a clear, privacy-safe view of
their customers, which they can use across our suite of digital media,
messaging and loyalty solutions. We process 400+ billion consumer actions each
day and hold many patents of proprietary technology, including real-time
modeling languages and consumer privacy advancements. Thanks to the work of
every employee, Epsilon has been consistently recognized as industry-leading
by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe,
Epsilon is a global company with more than 8,000 employees around the world.
Check out a few of these resources to learn more about what makes Epsilon so
EPIC:
Culture: https: // www. epsilon.com/us/about-us/our-culture-epsilon
DE&I: https: // www. epsilon.com/us/about-us/diversity-equity-inclusion
CSR: https: // www. epsilon.com/us/about-us/corporate-social-responsibility
Life at Epsilon: https: // www. epsilon.com/us/about-us/epic-blog
Great People Deserve Great Benefits
We know that we have some of the brightest and most talented associates in the
world, and we believe in rewarding them accordingly. If you work here, expect
competitive pay, comprehensive health coverage, and endless opportunities to
advance your career.
Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to
discriminate against any applicant or employee based on actual or perceived
race, age, sex or gender (including pregnancy), marital status, national
origin, ancestry, citizenship status, mental or physical disability, religion,
creed, color, sexual orientation, gender identity or expression (including
transgender status), veteran status, genetic information, or any other
characteristic protected by applicable federal, state or local law. Epsilon
also prohibits harassment of applicants and employees based on any of these
protected categories.
Epsilon will provide accommodations to applicants needing accommodations to
complete the application process.
For San Francisco Bay and Los Angeles Areas: Epsilon will consider for
employment qualified applicants with criminal histories in a manner consistent
with the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance and
San Francisco Police Code Sections 4901-4919, commonly referred to as the San
Francisco Fair Chance Ordinance.
Applicants with criminal histories are welcome to apply.
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