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About the Role
In this role, you will be responsible for relationship management with an assigned portfolio of clients. You will serve as a client liaison throughout the delivery of client service engagements or outsourced solutions. You will be strategically focused and responsible for maintaining client satisfaction by ensuring consistent and proactive communications with clients while completing tasks that support the overall management of client relationships.
Responsibilities
- Coordinate client interactions, ensuring timely responses and resolution of requests or issues.
- Analyze client feedback and data to identify trends, opportunities, and areas for improvement.
- Develop client engagement plans tailored to specific client needs and business objectives.
- Implement client management best practices and processes to enhance satisfaction and streamline workflows.
- Identify opportunities to strengthen client relationships through proactive communication and value-added solutions.
- Communicate key insights, updates, and recommendations to internal stakeholders.
- Evaluate the effectiveness of client relationship strategies and recommend adjustments.
- Document client interactions and outcomes in CRM systems.
- Recommend process improvements or tools to support client relationship management initiatives.
- Manage a portfolio of clients.
- Establish and maintain regular communication with key client contacts.
- Grow revenue from existing client relationships by understanding client needs and offering appropriate products/services.
- Collaborate with internal counterparts across territories to lead affiliate initiatives.
- Partner with publisher services to identify opportunities for business growth.
- Work with the Analytics team to interpret data and build effective strategies.
Requirements
- Ability to perform each essential duty satisfactorily.
- Able to perform essential functions, with reasonable accommodations for individuals with disabilities.
- 3+ years of digital marketing experience including client service (agency, client or consulting).
- Presentation and deck creation skills, with a focus on storytelling and visual data representation.
- Competent in Microsoft Office programmes - particularly Excel (intermediate) and PowerPoint.
- Experience in strong client relationships, reinforced by building trust, advising and upselling.
- Strong customer services skills: Negotiation, diplomacy, able to translate client requirements into technical specifications.
- Excellent written and verbal communication.
- Fluent in English.
- 2-4 years relevant work experience.
- Bachelor's Degree.
Skills
- Client management
- Relationship management
- Client service
- Digital marketing
- Presentation
- Deck creation
- Storytelling
- Visual data representation
- Microsoft Office (Excel, PowerPoint)
- Client relationship building
- Trust building
- Advising
- Upselling
- Customer service
- Negotiation
- Diplomacy
- Translating client requirements into technical specifications
- Written communication
- Verbal communication
- English fluency
Location
- San Mateo, California
Work Type
- Full-time
Experience Level
- 3+ years of digital marketing experience
- 2-4 years relevant work experience
Education Level
- Bachelor's Degree
About the Company
- Rakuten International is a division of Rakuten Group, Inc., a Japanese global technology leader in services that empower individuals, communities, businesses and society.
- Rakuten International has more than 4,000 employees worldwide.
- The Rakuten International business portfolio includes market leaders in e-commerce, digital marketing, advertising, communications and entertainment.
- Rakuten Advertising provides advertising technology and consumer insights to the world’s leading brands and retailers.
- Rakuten Advertising unites technology, client strategy and consumer insights to deliver advertising experiences that drive increased brand awareness and marketing performance.
- Rakuten Advertising creates the right conditions to reach new customers and sustain long-lasting loyalty by leveraging Rakuten’s diverse media properties and audiences, an award-winning performance network, and proprietary consumer research.
Equal Opportunity
- Always improve, Always Advance - Only be satisfied with complete success - Kaizen
- Passionately Professional - Take an uncompromising approach to your work and be determined to be the best
- Hypothesize - Practice - Validate – Shikumika - Use the Rakuten Cycle to succeed in unknown territory
- Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile
- Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team