The Customer Experience Specialist plays a key role in managing and growing client relationships across the Franchise Brands, Multi-Location Retailers, and Automotive Brands business segments. This position is responsible for owning a book of business, ensuring customer satisfaction, retention, and revenue growth through strategic account management and consultative selling.

The ideal candidate is detail-oriented, process-driven, and committed to delivering exceptional customer experiences. They should be confident in upselling additional products and services, while proactively identifying opportunities to add value for clients.

Role Overview

The Customer Experience Specialist is accountable for the day-to-day management of assigned accounts and serves as the primary point of contact for client needs. This role partners closely with Corporate Program Managers, Strategy, and Execution teams to deliver solutions that align with customer objectives. Responsibilities include managing account planning cycles, resolving issues, providing training, and building strong relationships with key stakeholders.

A successful candidate is a strategic thinker, an excellent communicator, and a natural problem solver who thrives on driving client success. Strong technical aptitude, analytical capabilities, and experience within the advertising technology ecosystem are essential.

Key Responsibilities

• Manage and grow a portfolio of multi-location business accounts within the Franchise Brands, Multi-Location Retailers, and Automotive Brands business segments.
• Serve as the primary account manager and internal liaison, coordinating projects and initiatives that support retention and revenue growth.
• Act as a subject matter expert on company products, ensuring clients understand and leverage the full value of our solutions.
• Deliver data-driven insights and consultative recommendations to help clients achieve their business objectives.
• Build and maintain relationships with multi-location business owners and key stakeholders to gain insight into corporate strategies.
• Lead strategic account calls, conduct performance reviews, and represent the company at client events and industry conferences.
• Collaborate with internal teams to influence campaign strategies and contribute to product roadmap development.
• Identify opportunities to expand services within the existing customer portfolio.
• Maintain accurate and up-to-date account information in the CRM (Salesforce) and adhere to account management processes, including contract updates and forecasting.
• Ensure seamless customer experiences by aligning solutions with client needs and organizational goals.

Qualifications

• Minimum of 2 years of experience in account management, customer success, or a related client-facing role.
• Minimum of  1-2 years of experience in digital advertising with a strong understanding of ad tech and the advertising ecosystem.
• Excellent organizational skills with a strong attention to detail and process orientation.
• Demonstrated ability to manage multiple priorities and deliver results under tight timelines.
• Strong analytical skills and the ability to interpret performance data to guide strategy.
• Excellent communication, presentation, and relationship-building skills.
• Ability to work collaboratively across departments in a fast-paced environment.