Client Relationship Manager

Synacor is a dynamic, fun and exciting company. Jeans and t-shirts are typical office wear, even for the executives. Flexible work hours accommodate employees with special scheduling needs, early risers and those who need a little caffeinated kick-start each morning. Synacor’s headquarters is located along Buffalo’s waterfront and the Erie Basin Marina. Taking a few minutes to stretch your legs is as easy as walking the 1,000 feet or so to the water. The office wireless network even reaches a beautiful gazebo, making it easy to spend a little time outside while still being productive. We are looking for great people to join our team and be given the freedom to do the work they were hired to do.

We are seeking a Client Relationship Manager who will lead efforts to manage existing telecommunication customer relationships acting as the primary point of contact and providing actionable direction to capitalize on issues, requests & plans. The Client Relationship Manager will act as a liaison between the customer and all relevant internal departments including Marketing, Technology, Sales and Product Development.

Duties and Responsibilities:
• Responsible for expanding the customer relationship by up-selling additional services; ensuring execution of programs and marketing plans to drive subscriber growth, and ensuring customer retention through product and service satisfaction and increased integration
• Provide comprehensive, turnkey client service ensuring customer needs are met and exceeded
• Provide launch support and ensure training needs are met and exceeded
• Proactively identify areas of underperformance and work with specific groups to resolve issues
• Ensure sales and marketing campaigns optimization by providing support on campaigns and ensuring execution and analyze trends and results
• Ensure execution of campaign improvement concepts developed by Marketing
• Coordination of all internal resources responsible for campaign and program launches to ensure client objectives are met
• Provide traffic and performance reports to major clients
• Assist with the development of escalation processes by working directly with customer support
• Work closely with the Sales team to understand and implement client objectives
• Collaborate on strategic plans to ensure that overall goals for the account are met
• Develop sales plans and strategies for existing customers
• Grow overall business by mining existing customer base
• Build strong affiliate relationships to expedite the sell-in process of initiatives
• Identify opportunities for increased integration with existing customer base
• Lead efforts related to understanding existing consumer relationships to drive up-sells, increase retention, and understand the behavior of the customer base
• Develop and execute strategies geared at customer and subscriber retention
• Identify and build viable strategic partnerships that provide a benefit to our customers
• Track results to ensure revenue growth goals are achieved and exceeded
• Assist the Sales team with the identification and development of prospects
• Travel (50-75%) will be required to meet with customers and attend association/industry trade conferences

What you’ll need to bring to the table:
• Bachelor’s Degree from an accredited college or university with major work in marketing or closely related field
• Five plus years applicable experience preferred, specifically telecommunication experience
• Strong computer background including working knowledge of Microsoft Office and the Internet
• Strong ability to focus on revenue priorities and pursuit of revenue goals to grow subscriber base
• Ability to synthesis market data into clear, concise formats.
• Ability to establish and maintain effective working relationships with all levels of authority and external clients or vendors
• Strong oral and writing communication skills

What we’ll bring to the table:
• 100% Company paid benefits (health, dental, vision)
• Competitive compensation
• 25 cent vending machines
• Free Spot coffee, popcorn and cappuccino
• Award winning company culture
• Casual dress and flexible environment
• Generous paid time off
• The opportunity to make a difference!

To apply please visit our website; www.synacor.com/jobs

Relocation assistance will be considered