Customer Success Strategist

At Times Union Media Group we are driven by a commitment to inform, inspire, and provoke—boldly and authentically. Our employees are encouraged to be relentless, fearless, and startlingly original as they tell stories that shape our community and beyond. We nurture a culture of continuous learning, innovation, and integrity, empowering our team to push boundaries and grow professionally. Together, we build a legacy of excellence, where every contribution helps shape the story of one of the most celebrated media organizations in the world.

Hearst Newspapers is searching for a dynamic Customer Success Strategist to support our digital advertising teams. You will be responsible for building and maintaining strong customer relationships, ensuring client satisfaction, and driving retention and revenue growth. This role involves managing digital media campaigns, providing in-depth performance analysis, and offering strategic recommendations to improve customer outcomes. You will work closely with sales teams and internal departments to meet and exceed customer expectations, ensuring customers realize maximum value from the company's digital marketing solutions.

Our people make the difference! Our diverse team is filled with passionate individuals who want to win. We offer an upbeat and collaborative working environment where challenging the norm is encouraged. With ample opportunities to learn new skills and advance within the organization, our team members are given the tools to learn and grow their careers.

Imagine having a personal assistant that never sleeps. Our state‑of‑the‑art AI tools, including ChatGPT Enterprise and Gong.io, streamline your workflow, enabling you to close deals faster and manage your pipeline more effectively.

This means more time to focus on what you love and a direct boost to your earnings potential.

Through our strategic content partnership with OpenAI and our exclusive ChatGPT Enterprise license, we have unparalleled access to the latest advancements in AI technology.

This partnership provides us—and you—with a massive competitive edge in the market, ensuring you have the most powerful tools at your disposal to drive sales and exceed targets.

Your success starts from day one. With our personalized AI tutors, every question you have, and every training need you encounter is met with instant, tailored support.

These AI‑driven mentors ensure you learn and sell as quickly and efficiently as possible, empowering you to hit the ground running and achieve your goals faster.

• Customer
  
  Experience:
  
  Act as the primary point of contact for customers throughout the entire lifecycle, from onboarding to ongoing relationship management.
• Data Analytics:
  Analyze KPIs and campaign data to identify strengths, weaknesses, and areas for optimization.
• Pipeline Management:
  Develop and nurture long‑term client relationships, with a focus on increasing retention and growing revenue.
• Product Expertise:
  Become an expert on our digital and print products/services.
• Client Interaction:
  Provide proactive customer support, addressing any concerns or issues that arise and ensuring timely resolution.
• Client Solutions:
  Recommend new products and promotional opportunities to current clients and handle objections efficiently.
• Collaboration:
  
  Join forces with sales teams to develop upsell opportunities and drive incremental revenue growth.
• Implementation:
  Lead internal teams in the execution of client campaigns, ensuring successful delivery of services and meeting client expectations.
• Forecasting:
  Manage client pipeline and monthly revenue forecast in  Stay up to date on industry trends and best practices, continuously seeking ways to improve client outcomes.
• Advertising Solutions:
  Create and deliver customized performance reports on digital media campaigns (including SEO, SEM, social media, and web analytics), providing actionable insights and recommendations.
• Drive Success with Innovative Tools:
  Utilize our AI‑powered software to…