Client Advisor

We are looking for an experienced and performance-driven Client Advisor with a passion for digital marketing, data, and technology to join our team in Minsk, Belarus! As a Client Advisor, you will be accountable for an assigned book of business, clients’ strategy, roadmapping, and ultimately, for our clients’ success.

Who you are:

• You are strongly determined to achieve your career goals through hard work, initiative, and resourcefulness.
• You are a life-long learner seeking ongoing improvement with a growth mindset and going outside of your comfort zone.
• You are able to focus on solving the most important problem to achieve the greatest impact.
  You are willing to take the armor off, put aside any pretenses, and check your ego at the door - to build trust with others on the team.
• You take pride in achieving objectives and delivering results; individually and collectively as a team.
• You want to understand yourself and have conscious knowledge of your character, feelings, motives, and desires.
• You crave feedback and external input so you can use it to improve performance.
• You want to have an “unfair advantage” and collaborate with your team in-office at least 3 days a week.

What You Will Do:

Customer

- Deliver and communicate our value to the client

• Be an expert in the client’s business, industry, and competitive set - be a Marketer, not a Media Buyer, and prioritize value creation for the customer above all else.
• Make contact and onboard new clients
• Own workstream integrations and Project Management functions
• Lead strategic initiatives, incorporating Media, Data and Technology
• Build relationships with both the client teams and technical teams on the account, and be accountable for translating client expectations into short- and long-term account plans for the delivery teams
• Hold weekly/monthly/quarterly client calls, QBRs, annual business reviews, and other critical touchpoints
• Be an expert in DELVE offerings at any given time and be able to talk about those informedly to the client

- Track and ensure satisfaction

• Be accountable for running regular (up to quarterly) Client NPS questionnaires - which can be stand-alone surveys or a part of the ongoing QBR workstream - and work on creating mitigation strategies in case of unsatisfactory results
• Act as a point of escalation, support, and troubleshooting for clients where you do not actively act as a Client Lead

- Innovate

• Be an expert in DELVE offerings at any given time and be able to talk about those informedly to the client, following the standardized Upsell Sequence
• Identify, collect, and store Client’s issues and opportunities for producing more value
• Work with the Client Lead, Partnership team, and other members of the Commercial org to identify potential solutions for client needs served by DELVE, its Technology, and service partners
• Communicate such extra value DELVE can generate to the client, following DELVE’s language and Menu of Service

Firm

- Ensure predictability of Revenue flow from the clients in your BoB

• Maintain every existing client status and operations
• Create / facilitate change orders and SOWs for new projects with clients
• Work with the Revenue Operations department to maintain projections for your assigned BoB
• Maintain overall BoB revenue reporting with YoY trends, identify opportunities and/or risks, and work with the Client Lead and other members of the commercial team to exploit and mitigate accordingly
• Lead Account Teams

- Grow assigned BoB by 20% YoY

• Work with the Client Lead, Partnership team, and others in the organization to organize the pursuit teams and lead the Upsell initiatives following DELVE standardized menu of services, upsell processes, and identified client needs
• Consistently maintain the list of Priority Accounts and Strategic next-in-line Projects to pursue with them as a part of the Account Plans

- Promote the Success

• Create content - case studies and success stories - as a result of our work with clients for both internal and external use
• Design and deliver training projects and materials internally for unique success scenarios originating from DELVE’s successful client work

Partners

- Act as the Extended Force of our Technology partners

• Be the expert in tech DELVE is reselling to clients in your BoB
• Maintain regular communication with DELVE partnership teams and develop joint account plans for target accounts

Team

- Acting as the advocate for the customer internally, direct the team activities on accounts in the BoB to maximize the value generated

• Implement client-level Fundamental Tools, such as Meeting Agendas, Client Playbooks, QBR templates, and others, to minimize the reinvention of the wheel by the technical teams assigned to your accounts
• Develop comprehensive briefs for the technical teams to be able to deliver what is expected of them by the client

What you bring:

• Excellent communication and interpersonal skills
• A consistent track record of delivering client success while hitting your growth targets
• 7+ years experience in the digital marketing space, specifically in client-facing roles like customer success, relationship management, or account management
• 3+ years of experience presenting, working with, and selling to budget wonders within mid to enterprise businesses
• 3+ years working on the client side or in a consulting environment
• At least 2-4 years of hands-on experience managing/buying media in platforms or in a data science or decision science role.
• Experience integrating multi-channel campaigns with $20M+ budgets for Companies within the Financial Services Industry vertical.
• Demonstrated experience and understanding of digital and traditional media (including, but not limited to, programmatic, paid social, SEM, email, direct mail, CTV, etc). Comfortable discussing media strategies and communicating results. Prior experience working hands on preferred.
• Strong account management skills, including organization, prioritization, etc.
• Experience working directly with clients to manage expectations, priorities and/or deadlines.
• Proven ability to lead strategic conversations with key agency clients inclusive of media, marketing analytics, creative, and overall marketing strategy efforts (including audience segmentation, technology consulting, website optimization, etc) to drive results and innovation.
• Expert ability to listen, understand, document, and unpack ambiguous business stakeholder objectives, then translating them into conceptual strategies/tactics followed by driving a team towards best-in-class planning and execution.
• Expert ability and comfort in creating and delivering executive-level presentations (using frameworks, visuals, conceptual diagrams, and captivating storytelling devices) in small and large audience settings.
• Collaborative nature - Comfortable working with multiple teams within an organization, from media planning to creative to media managers to data engineering.
• Strong interpersonal and communication skills including the ability to present to clients/partners.
• Analytical mindset with an ability to interpret data and make data-driven decisions.
• Highly organized, with the ability to manage multiple projects simultaneously and adapt to changing priorities.
• A team player, with a positive attitude and a passion for driving growth for clients.
• English (at least B2 level) and Russian (at least C1 level)

What DELVE Deeper offers:

• Work schedule: 12 pm- 8 pm
• A competitive salary and an annual bonus opportunities
• A promote from within culture and the chance to define your career growth
• Health and dental insurance (after trial period)
• 28 calendar PTO days
• Flexible sick days policy backed by full 100% short-time disability coverage
• Brand new office in Minsk, built and designed exclusively for DELVE
• English language tuition covered for specific positions
• Compensation of sports facilities (after trial period)
• Mental health reimbursement (after trial period)
• Generous employee referral bonuses
• Hybrid Working Model: Tuesdays, Wednesdays, Thursdays in office with the option to work from home on Mondays and Fridays
• Dog Friendly Office: You are welcome to bring your furry, well-behaved companion to work with you!

Please submit your CV in English!

* Not all aspects of the job are covered by the objective and duties - may require "other tasks” as assigned.

* Job may change over time in accordance with team/company needs.