ANNALECT EMEA JOB DESCRIPTION 

Client Success Senior Manager

TEAM: Omni Client Success. The Omni Client Success team is dedicated to driving the successful adoption and utilisation of Omni (our marketing insights and orchestration platform) by our agency and client teams across the marketing workflow. It plays a crucial role in building and maintain strong relationships with clients, understanding their needs and objectives and how these can be fulfilled by Omni.

The team sits centrally and works closely with the individual OMG agency brands (OMD, PHD, Hearts & Science), as well as Omnicom Group agencies beyond OMG.

ROLE: Global Client Success Senior Manager

TEAM RESPONSIBLITIES:

  • Drive the adoption, utilisation and value generation from Omni among our client and agency users.
  • Ensure client success teams deliver an outstanding onboarding client experience.
  • Train clients on approved tools, applications, and best practices for utilizing the platform effectively.
  • Provide customization and applied solutions to clients through our Omni platform. 

ROLE SUMMARY:  The Client Success Senior Manager is the day-to-day Annalect Customer Success Evangelist for Omni on client accounts. The Client Success Senior Manager will be responsible for driving the successful adoption and utilization of our marketing platform among our clients and agency partners.

KEY RESPONSIBILITIES:

  • Serve as the central point of contact for client and agency stakeholders on Client Success projects
  • Work with agency account stakeholders to define use cases/user stories for Omni capability usage on client account for both account and client teams working with Annalect specialist and product teams
  • Work with agency client leads to define VWG Omni client access and success plan
  • Define, build and maintain the marketing workflow within Omni platform workflow capabilities (ie. Campaign, media plans)
  • Train clients on Omni approved application and how they deliver against defined use cases
  • Work with agency to expand and train clients on any additional Omni applications that are relevant to clients
  • Support agency and specialist teams on uploading of content and tracking tasks through workflow stages
  • Support clients on platform and application issue resolution
  • Define measures and tracking methodology for client success & client satisfaction with Omni
  • Track client satisfaction/success KPIs and creates/actions recommendations to optimise
  • Foster client advocacy around Omni successes
  • Gather client feedback and provide response to product teams to inform Global platform roadmap
  • Capture Client testimonials and case studies around Omni submitted to Omni Enablement team
  • Support the Global Client Success Lead to Identify opportunities to improve Omni capabilities, their customisation and application to clients
  • Support the Global Client Success Lead on new business and key Annalect growth initiatives
  • Improve workflows to drive more usage of the platform and its features across client success projects
  • Support Global Success Lead with the management of the Client Success team’s talent activities (including recruitment, retention, upskilling, career progression) to optimise the team’s performance.

IDEAL CANDIDATE

  • Able to clearly explain complex ideas to various audiences with differing levels of technical expertise
  • Has hands-on experience with training or (as a bonus) demonstrating online products
  • Possesses an understanding of some of the following: marketing technology, behavioural data, audience creation techniques, media strategy, media investment, digital media, dynamic creative, campaign measurement, product design – all things connected to using data and technology to create better marketing outcomes
  • Has hands-on experience of working with a marketing technology or media product
  • Able to problem solve and exercise independent decision-making

EXPERIENCE

  • Relevant experience at a media agency, marketing analytics firm, or in a quantitative, data-driven field 
  • Experience working with multi-geographical stakeholders, both internal and client-side
  • A bachelor's degree in Marketing, Business, or related field. Master's degree preferred.
  • 8+ years of experience in client success or account management roles within the marketing technology industry.
  • Experience in driving successful adoption and utilization of marketing platforms among clients.
  • Strong understanding of marketing workflows and best practices.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.
  • Analytical mindset with the ability to track and measure platform objectives and success metrics.
  • Experience in providing training and support to clients on marketing tools and platforms.
  • Strong project management skills, with the ability to prioritize and manage multiple tasks and projects simultaneously.

About Annalect

Annalect is the data, technology, and analytics division of Omnicom. We help CMOs and their teams harness data, technology, and advanced analytics to grow their brands. We have built a variety of innovative product and specialist service solutions for clients and agency partners. We build and maintain the Omni platform which gives agency and client teams access to these capabilities as well as the ability to integrate and combine their own data and technology with Omni. Omni has over 20,000 active users and is recognized in the industry as a leading marketing platform. We continuously innovate the platform to ensure our clients stay ahead of their competitors in data driven marketing.

Our team of Annalectuals is growing rapidly and are based in over 80 countries around the globe, supported by global and regional team hubs in NY, London,  Singapore, Gurgaon, Bangalore, and Hyderabad. The EMEA team is responsible for global and regional relationships clients led from London, as well as the development of new data-driven marketing capabilities. They form part of our global team and collaborate closely with local market Annalect teams across EMEA as well as regional Omnicom agency partners.

Flexible Working

We are committed to supporting and helping Annalectuals have a great work/life balance and a positive attitude to well-being. As part of this we have a flexible and hybrid working model as a core part of how we operate. We believe flexible & hybrid working can increases individual motivation, improves performance and productivity, and reduces stress as well as helping manage wellbeing generally. We will work with you to implement the best flexible working solution for you without compromising team performance and client delivery.

Employee Benefits

We offer pension contributions, life insurance, health insurance, a generous holiday entitlement and many other employee benefits for all. We have an enhanced maternity leave, shared parental leave, paternity leave pay policy.

Diversity

At Annalect, we are focused on equality and believe deeply in diversity & inclusion of race, gender, sexual orientation, religion, ethnicity, national origin and all the other fascinating characteristics that make us different. We welcome remarkable people from a broad range of backgrounds who bring their diverse attitudes, opinions, and beliefs into a culture where you are treated with respect and can be comfortable at work just being you. Embracing our differences results in a stimulating and inspiring environment will lead to everyone viewing the world, our work and each other with fresh eyes. We are keen to encourage applicants from people from all walks of life and we want you to be at your best throughout the recruitment process, please discuss any specific adjustments with a member of the Annalect People team.

 

Be Your Best

We want everyone to make the most of the opportunity to shine and showcase your talents and we are happy to make adjustments in the recruitment process so you can be your best. Please discuss any specific requirements with your dedicated Talent Team member or if you would feel more comfortable, you can email us confidentially at beyourbest@omnicommediagroup.com to let us know how we can support you.

Diversity, Equity & Inclusion at OMG

At OMG, our vision is to be an agency where difference is valued and everyone is able to thrive in a culture of equality, inclusion and belonging. We are committed to providing a truly inclusive environment that reflects today’s society, where everyone is able to bring their true selves to work, and where diverse voices and backgrounds are valued, heard, and well-represented.

We will process your personal data in accordance with our Recruitment Privacy Notice which is available on https://omnicommediagroup.com/recruitment-privacy-notices/. 

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In accordance with our policy on equal opportunities in employment, OMG UK does not discriminate either directly or indirectly because of race, sex, sexual orientation, transgender status, religion or belief, marital or civil partnership status, age, disability, or pregnancy and maternity. We request this information solely for the purposes of equal opportunities monitoring. Any information provided on this form is treated in a strictly confidential manner, and only used for statistical purposes. It will not be seen by anyone involved in the recruitment and selection process, and no identifying information will be shared or published. There is no obligation on you to disclose this information, and all applicants will be treated the same whether or not they provide this information. 

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