Director Client Services AOL San Mateo

Job Description
The Director of Video Client Services will head up a geographically diverse team of video Client Service Managers and Account Directors. This team and it’s customers works with the One by AOL Video Platform as their SSP and/or list inventory in the One by AOL Video Marketplace. This involves the Director of Client Service working with many internal teams including publisher sales, product, technical services, demand teams, etc. to evangelize the Aol One Video tool set and assist in inventory setup, yield optimization, inventory management, and reporting.

Video Client Service Director is responsible for making Aol One Video team, and by extension it’s accounts, successful by adding significant value to the business through broad adoption of the Aol One Video platform.

Key Responsibilities Include

• Ensuring the success of the Video Client Services team and ensuring that company revenue goals are being met

• Hiring to ensure adequate staffing

• Mentoring and coaching of existing team

• Creation and maintenance of best practices and other customer centric onboarding information

• Handling escalation and working to solve customer issues

• Messaging of internal communications out to customer base

• Establishing procedures for to enhance the productivity and operations of the department

• Identifying, gathering, documenting and championing product needs for the user base

• Formal and ad hoc client training on the Aol One Video platform tools, including documentation, onboarding programs and similar

• Troubleshooting and solving common technical problems, and address client issues.

• Provide management presence in QBR meetings

• Maintaining and expanding both client and internal relationships; notifying stakeholders about future business opportunities.

• Developing and maintaining expert level proficiency in the Aol One Video tool set.

Qualifications

• 7-10 years of experience in a relevant position, including department management, with an emphasis on high touch clients who require white glove service

• Experience with online video advertising essential

• Ability to lead by example and motivate a team

• Quick learner of complex technology

• Ability to conceive efficient workflows and to implement or improve process where none exists

• Ability to effectively navigate a large company landscape

• Proven success in managing client relationships and extraordinary client service

• Excellent verbal and written communication skills.

• Experience in management of programmatic digital video ad delivery, optimization and/or yield management

• Ability to prioritize multiple tasks and meet deadlines with demonstrated initiative.

• Strong initiative and analytical ability plus capacity to work well under pressure while maintaining good attitude.

• Ability to work well independently define/manage objectives in a fast paced, ever-changing environment.

• Ability to maintain excellent internal and external client relationships.

• Proficiency in MS Office Suite, with an emphasis in Excel

• BA/BS degree (MBA a plus)