Canela Media is the fastest-growing Latina-founded media and entertainment company in the United States and Latin America with OTT properties, including Canela.TV, Canela Music and Canela Kids. The company is a true start-up, founded in 2019 and backed by the most reputable investment groups in the world.

Overview:

The adecuado candidate is an experienced, talented, and self-starting Client Success Manager to become a trusted client partner with excellent communication and analytical skills.

The successful candidate will collaborate closely with internal teams to provide excellence and efficiency in onboarding, delivery & optimization, reporting, and relationship management.

This role will be the “go-to” person for exceptional customer experiences at the account and the campaign level. The Client Success Managers own accounts and their campaigns from start to finish. CSMs oversees all aspects of campaign execution, utilizing the strategic ‘pod’ of assigned teammates/resources to ensure campaigns are scheduled properly, creative assets are collected on a timely basis, and campaigns are set up accurately and launched on time.

In addition, you’ll support CS team in diverse key tasks including; onboarding new CSMs, becoming a knowledgeable point resource on CS procedures, training, support review and approval of campaign setups, and assist in resolving client discrepancies as needed.

The role will report to the Client Services Director and will be based in Mexico or Argentina with a hybrid work schedule.

Responsibilities

- Participate in resolving escalated customer issues or complex queries to ensure customer satisfaction.
- Identify and address areas for improvement, implementing training and development initiatives as needed.
- Develop and cultivate positive business relationships with clients and sales, creative design, sales research, and technical teams.
- Collaborate with internal cross-functional teams and external partners to discuss upfront & scatter campaign setup (i.e. placements,



targeting, and KPI goals), execution, and optimization for campaign success.
- Serve as a client-facing expert and representative for the campaign management team; Provide campaign updates, insights, and reporting.
- Accountable for campaign management across multiple accounts, from implementation into Order Management System through the entire life-cycle of the campaign
- The CSM is the initial point of contact to troubleshoot issues; managing and resolving issues such as discrepancies between reporting systems and creative malfunctions.
- Communicate with media teams and/or creative client partners to recommend necessary creative changes to meet campaign-specific specs
- Experience in ad serving technologies such as CM (Campaign Manager), Sizmek, Innovid, Extreme Reach
- Work with external partners to ensure tracking tags are provided for optimal measurement criteria (i.e. VVF (verification viewability fraud), etc.)
- Review reporting to provide highlights and potential issues; monitor and creatively optimize campaigns' underperformance, over-pacing, or any other campaign-related metrics.

Qualifications:

- English level: Native or Bilingual Proficiency is a must
- minimum 2-3 years of experience in the field
- Ability to work independently and with diverse groups
- Ability to analyze, extract, and communicate insights from complex data sets
- Excellent verbal and written communication skills; demonstrated ability to translate and present complicated ideas in a simple and easy to understand yet creative style
- Strong knowledge of the ad tech ecosystem and technical market standards (VAST, VPAID, ad-serving, SSP, DSP, DV, IAS, etc.)
- Exceptional eye for detail/organizational skills
- Ability to prioritize and multi-task
- Ability to work in a dynamic, fast-paced environment
- Incredible focus and attention to detail
- Willingness to learn and create solutions that challenge the status quo
- Exceptional critical thinking and problem-solving abilities with the ability to think unconventionally in proposing a solution

📌 Client Success Manager (México)
🏢 Canela Media
📍 México