The IAB Learning and Development Customer Success Agent (Coordinator) will be working on efforts to further engage IAB members and potential partners. We are looking for a highly motivated team player with excellent communication skills, pleasant personality, a high degree of organizational skills, as well as the ability to develop long-term business relationships with IAB members. A key part of this role is being able to communicate effective and professionally on the phone and via email as you assist IAB Learning and Development participants with their general needs, generate leads, and introduce IAB’s Learning and Development value proposition to new and existing members. This position will report into the Director of Account Management.
Job Responsibilities (include but not limited to):
Oversee all customer service inquiries for IAB Learning and Development department by acting as main point of contact for incoming inquiries. This includes providing consistent and effective communications via calls/emails with members and program participants in a quick effective manner.
Develop and maintain strong customer relationships by building credibility and trust while maintaining positive working relationships with member, in turn increasing member retention and overall satisfaction.
Function as the voice of the customer and provide internal feedback on how IAB Learning and Development team can better serve our members.
Maintain a deep understanding of the IAB programs and members as to speak with customers about the most appropriate options for their specific business needs. This includes contributing new ideas that add value and support member growth.
Manage prospect outreach by developing email campaigns, responding to inbound requests, and leading preliminary informational discussions. Doing so while continuously defining the value of our Learning and Development programs
Manage post-sales activity for strategic accounts with Learning and Development Account Director by providing communications and reporting support.
Evaluate Learning and Development activity to ensure performance against key metrics and measure program success.
Provide analysis on member and non-member organizations in an effort to identify upselling opportunities and increase account growth.
Requirements and Qualifications:
Familiarity with Salesforce
Friendly, positive, and professional demeanor with a creative mind to solve complex business problem
Exceptional written and oral communications skills
Self-motivated with a strong work ethic, who has an eagerness to continually learn
Showcases an ability to multi task with a strong attention to detail
Capable of working independently, with clients, and across multi-functional teams
Excellent organizational, time management and problem-solving skills
Preferred: Previous experience in Customer Success or Account Management role
IAB is an equal employment opportunity employer in accordance with federal, state, and local law. This position requires the final candidate to successfully pass an E-Verify check.
The Interactive Advertising Bureau (IAB) empowers the media and marketing industries to thrive in the digital economy. It is comprised of more than 650 leading media and technology companies that are responsible for selling, delivering, and optimizing digital advertising or marketing campaigns. Together, they account for 86 percent of online advertising in the United States. Working with its member companies, the IAB develops technical standards and best practices and fields critical research on interactive advertising, while also educating brands, agencies, and the wider business community on the importance of digital marketing. The organization is committed to professional development and elevating the knowledge, skills, expertise, and diversity of the workforce across the industry. Through the work of its public policy office in Washington, D.C., the IAB advocates for its members and promotes the value of the interactive advertising industry to legislators and policymakers. Founded in 1996, the IAB is headquartered in New York City and has a West Coast office in San Francisco.