Client Services Manager
London

Marin Software provides a browser-based, enterprise-class paid search management application for advertisers and agencies. Designed for those who are spending at least $100,000 monthly on paid search, Marin Search Marketer® addresses the workflow, analysis, and optimization needs for large-scale SEM campaigns, saving time and improving financial performance. Over 180 customers collectively manage in excess of $1 billion of annual search spend via Marin's application. Customers include University of Phoenix, Neo@Ogilvy, Razorfish, Reply! and ZipRealty. Marin is backed by Amicus Capital, Benchmark Capital, DAG Ventures and Focus Ventures.

Marin’s Client Services organisation is responsible for “on-boarding’ of client prospects as well as ongoing customer support. Marin continues to build out its Client Services organisation to support substantial customer growth. Our current needs are for individuals with technical skills and search marketing industry skills to be applied in on boarding and supporting Marin’s customers.

Responsibilities: 

The Client Services Manager is responsible for providing day-to-day account management, technical support and training to agency and advertiser clients across the UK. Responsibilities will include the following:

• Ensure proper implementation of Marin’s paid search management application in the client’s environment.
• Deliver world-class customer service and technical support.
• Gather customer feedback and work with the product development team to ensure customers requirements are prioritised on the product development roadmap.
• Monitor training needs and deliver training seminars and webinars to ensure adoption of relevant product features.
• Troubleshoot and resolve any application issues working in collaboration with the technical operations team.
• Report any identified application bugs or product deficiencies to the Operations or Product departments, respectively, as appropriate.
• Identify new revenue opportunities, grow client business and maximise client retention.

As an individual in this position, you must have strong technical and communication skills, both verbal and written. Your ability to work with customers under a variety of circumstances and pressures, and understand and meet customer expectations, is a fundamental requirement. This position reports to the Director of Client Service Operations, UK, and also will coordinate with Marin’s U.S.-based Client Services organisation to troubleshoot and provide timely resolution to client issues.

Qualifications and Experience: 

• Bachelor of Science degree or equivalent
• Minimum 2 years Search Marketing experience (running PPC campaigns on Google, Yahoo! and MSN)
• Strong understanding of URLs, URL encoding, and parameter passing
• Experience with at least 2 major website analytics tools
• Experience with Microsoft Excel formulas and macro language
• Good understanding of Javascript and HTML
• Familiarity with relational databases and SQL queries (MySQL preferred)
• Demonstrated proficiency in technical and customer-facing situations
• Ability to quickly learn and apply new information in customer-facing scenarios
• Ability to successfully interact with both non-technical customers and technical support staff at customer organisations
• Strong written and verbal communications skills
• Fluency in English and a second European language is highly desirable
• Must be independent, self-motivated and success-driven, yet willing to work within a team environment
• Must be able to prioritise workload and manage staff effectively under pressure

Compensation:

• Full-time salaried position with incentive performance component – compensation dependent on prior experience.
• Position includes equity participation and comprehensive benefits (healthcare, vision and dental).
• Marin Software pays market leading compensation for top performers.

This is an on-site position at Marin’s UK headquarters which is located in central London. Marin Software is an equal opportunity employer and is committed to a diverse workplace.  To apply, please send a copy of your resume with "Client Services Manager, UK" in the subject line to: careers@marinsoftware.com.