Team Lead, Client Success, SMB

Req #21938 Tuesday, March 29, 2022 The SMB Retail Team Lead will play an important role in the overall success of the SMB Retail Post Sales team by providing team member support. The Team Lead will demonstrate expertise in handling difficult client requests and advise team members on the best solutions to meet client business needs. A successful candidate will be able to quickly diagnose issues with orders, digital campaign & print performance, monitor late or missing ads, recommend campaign/print changes, and communicate changes to clients. The Team Lead will still be responsible for order fulfillment; however, this workload will be reduced to accommodate the additional Team Lead responsibilities. Job Responsibilities Team Lead Support: Assist with team member training for both tenured employees and onboarding of new hires Manage workflow and timely completion of all print and digital display creatives Manage team email inboxes and out of offices, ensuring requests are addressed timely Assist with documentation of processes, procedures, and best practices Facilitate the resolution of order entry questions for CSM team members Keep track of deadlines; confirm early deadlines during holidays; inform team of new deadlines Client Support: Fulfills client orders with high degree of accuracy Uploads creative into ATOL, using Best Practices to achieve First Time Right proofs Reviews and coordinates proof changes with clients; approves creative in ATOL Traffics artwork and resolves ad scheduling issues to ensure ads publish correctly and on time Fulfills online product, ensuring timely delivery Uses Salesforce to manage day to day activities including calls, emails, and updated client contact information Drive campaign ROI and leverage client relationships to assist in account growth Coordinates onboarding of assigned clients to ensure launching of quality campaigns Manage client expectations, communication, and performance metrics About You: Mastery of key Gannett technologies and systems to manage print and digital marketing campaigns Ability to coach or lead by exam