This is a full-time and in-office position.

Firefly Engagement is looking for a Manager of Client Services to join our team. Firefly Engagement helps professional publishers improve revenue across multiple platforms (email, web, social, video, subscriptions, etc) using our various products by earning their trust as we help them navigate the complex industry of online publishing.

As a Manager of Client Services for Firefly Engagement, you are responsible for leading a team of people who make publishers feel like they have a secret weapon in their corner. You are proficient with translating data from Google Analytics and other reports into useful suggestions for our publishers, communicating with publishers regularly to identify their needs, and ensuring that they are satisfied with the services they are receiving. A successful Manager of Client Services is also able to develop and implement policies and procedures for the resolution of publisher complaints and problems.

The position’s primary function is to supervise and direct the activities of Firefly’s client services team to achieve their set goals and ensure they provide publishers with a superb level of service. Going the extra mile is an attribute of every Manager of Client Services! Each publisher your team works with will have unique personalities and needs that require a leader who is critical thinking and quick on their feet. The Client Services team is responsible for helping these publishers understand the incredible value Firefly Engagement provides through revenue generation and innovative technology.

Working under pressure is no uncommon occurrence in this role as urgent needs from publishers often arise. Flexibility, sharp negotiation skills, and the strong ability to manage multiple projects are necessary to providing the best service to our publisher clients. A high degree of organization, high emotional intelligence, as well as the ability to effectively communicate and liaison between internal departments and/or vendors is also essential for this role.

The story, values and mission of Firefly Engagement may be found on our About Us page.

Responsibilities:

  • Supervising and leading a small team of Publisher Account Managers
  • Leading team meetings, training sessions, developmental 1on1s, and monthly KPI strategy
  • Resolve complex client problems or disputes in a professional manner
  • Coaching and supporting team members to help them meet departmental goals
  • Develop and oversee the implementation of client service protocols
  • Analyzing account earnings and site performance to strategize ways of optimizing performance across client portfolios
  • Regularly keeping up-to-date with publishing industry trends and overseeing departmental adherence to compliance and best practices
  • Actively communicating with multiple departments through tools like Slack and G Suite
  • Communicating complex, technical concepts simply and concisely
  • Some project management required
  • Building and maintaining healthy and productive relationships with clients through multi-faceted communications
  • Being an expert in FFE products and the digital publishing industry

Requirements/Qualifications:

  • No vaccination requirement
  • 4+ years of experience in customer service
  • Experience managing or supervising a team of high performing employees
  • Very strong written and verbal communication skills
  • High emotional intelligence - being able to adapt communication to the needs of the publisher and keep a cool head
  • High degree of comfort with data and spreadsheets
  • Comfortable working with and learning new technology and processes
  • Experience in digital publishing industry preferred
  • A Strong desire to roll up your sleeves to help create new processes and improve efficiency
  • Strong critical thinking skills and the ability to make quick decisions with less information
  • Understanding of the values and the mission of Firefly Engagement and willingness to promote and uphold these both at work and with potential partners, readers, and subscribers (https://fireflyengagement.com/values-and-mission/)

The Ideal Person Will Have:

  • Effective and efficient interpersonal communication skills
  • A passion for helping people succeed in their goals
  • An aptitude for attention to detail and organization
  • Experience working in a startup environment
  • A passion for solving tough problems and proposing creative solutions
  • Strong initiative to solve problems and succeed
  • Comfortable working in a fast-paced, ever-changing environment
  • Great note-taking skills
  • A willingness to learn new things and adapt to change
  • The ability to delegate tasks and recognize priorities without much input
  • Ability to adapt between high and low level perspectives for accounts

Company Perks:

We value company culture and hold it to a high standard. For this reason, we try to make work a fun, relaxed, and highly productive environment. Therefore, we offer the following benefits:

  • Healthcare, dental, and vision plans available for full-time employees
  • Flexible PTO for full-time employees
  • Volunteer PTO for full-time employees
  • 401k + company match for full-time employees
  • Modern 30,000 sq. ft. building with an employee lounge, game room, gym and library
  • Casual work environment
  • Walking distance to Anthem businesses and restaurants
  • Monthly catered lunch for the office