Position: Publisher Success Manager
Location: Fully Remote with occasional travel to Nashville, TN
Company Overview:
EmpowerLocal is the bridge between top brands and trusted local community news, sports, and lifestyle media. Founded in 2020 by veteran local media and marketing entrepreneurs, our team is dedicated to building new, innovative pathways for brands to invest in local community media through high-impact ad experiences that connect authentically with local audiences.
Position Overview & Objectives
At EmpowerLocal, publisher relationships are our top priority! We’re looking for a dedicated and personable Publisher Success Manager to serve, manage and develop our publisher partnerships. The ideal candidate will have a passion for helping others, a drive for providing exceptional service, rigorous attention to detail, and an authentic commitment to helping publishers achieve optimal success. Key objectives of the position include:
- Manage publisher relationships, building trust and confidence from implementation and beyond.
Prepare reports on account performance and status, identifying upselling opportunities to achieve optimal performance. - Serve as a main point of contact in all matters related to publisher concerns and needs.
Focus on post-launch activities to ensure optimal performance and continuous improvement.
Develop and implement strategies to improve publisher retention and loyalty.
Responsibilities:
I. WELCOME PUBLISHERS ONTO OUR PLATFORM WITH A SEAMLESS KICKOFF EXPERIENCE
- Lead initial partner kick-off meetings with publishers, guiding them through the profile set-up process, collecting relevant account and banking information, and giving them a tour of their performance dashboard and other resources.
- Drive post-meeting follow up communications with the publisher, relevant ad demand partners, and other members of the publisher success and ad operations team.
- Proactively anticipate, troubleshoot, and resolve issues, ensuring a seamless initial experience for our publishers.
II PROACTIVELY MANAGE & DEVELOP PUBLISHER RELATIONSHIPS
- As the primary point of contact for key publisher accounts, your primary responsibility is to consistently build, develop and maintain strong relationships with publishers.
- Proactively identify opportunities to enhance publisher success and satisfaction through EmpowerLocal’s products and services.
- Troubleshoot and resolve setup and/or performance issues, working with the publisher and the tech team as needed to achieve optimal outcomes.
- Conduct regular performance checks; document performance and additional opportunities for publishers to maximize their revenue potential.
- Ensure the CRM stays up-to-date and accurate.
III. CULTIVATE DEPTH OF INDUSTRY KNOWLEDGE & PRODUCT EXPERTISE
- Stay current on product features, updates, and industry trends to provide accurate and valuable information to publishers.
- Lean into demand partner relationships to learn and utilize best practices as well as how they achieve optimal performance.
- This position requires a unique blend of customer-centric skills and basic technical understanding (or a strong desire to quickly learn and apply the techy-stuff).
IV. BE THE ‘EYES & EARS’ ON THE GROUND FOR OUR PRODUCT TEAM
- Gather feedback from publishers regarding the technical aspects and user experience of our products and/or needs.
- Collaborate with the product development team to communicate both technical and usability requirements and advocate for enhancements.
Identify opportunities to create greater efficiency and transparency in CRM/dashboard, processes, and team communication.
Qualifications:
- Strong communication and interpersonal skills
- Meticulous attention to detail with a focus on accurate setup and data entry
- Customer-centric mindset with a passion for helping others succeed
- Bachelor’s degree in a relevant field or equivalent work experience
- Experience in account management, technical support, or a related role
- Familiarity with Monday.com or similar CRM
- Familiarity with Google Suite and Slack
- Proficiency in HTML, CSS, WordPress, and GAM a plus
- Experience with Zendesk or equivalent customer support platform a plus
Benefits:
We are offering a competitive salary package including base pay and performance bonuses, comprehensive health care and benefits, and an open vacation policy.
How to apply:
If you’re motivated to serve and empower local news ecosystems through innovative advertising and technology solutions, we want to hear from you! Please submit your resume and a cover letter detailing your relevant experience to hello@empowerlocal.com.