Client Service Manager, Operations

Agency Hearts & Science
ID 2021-4176
Project Management
Full Time


Hearts & Science has been inspired by confident marketers seeking business advantage in a world of personalized digital marketing, where CRM and addressable channels converge, and decisions must be made in real time to aggregate effective reach and deliver the right message at the right time.


Designed to inform brand strategies with real-time insights, Hearts & Science is a data-driven marketing agency with expert media planning and buying capabilities, among other services that include shopper marketing, marketing innovation and content activation.


The Client Service Manager is a non-technical role that is responsible for onboarding new client teams and managing the day-to-day support of existing clients using Planit, Annalect’s media management platform. Planit is a highly configurable and complete solution for media budgeting, planning, authorizing, flowcharting, reporting, and taxonomy management.  


The Client Service Manager will work in tandem with the Client Solutions team, and the Account Teams (Strategy/Investment) who are focused on setting up and configuring the platform to meet the specific client needs. Once the solution has been created, the Client Service Manager will then train and onboard the new users and ensure Planit adoption is maintained. 


As Planit is fast becoming the standard for all clients across the Omnicom Media Group network, this position will be an integral role within the organization and can also seamlessly transition into a Client Solutions role once sufficient knowledge of the platform is gained.


Required Experience

  • 3-5 years of media agency/media systems experience and strong knowledge of the media planning/buying process
  • In-depth knowledge of Microsoft Office especially MS Excel and working with pivot tables
  • A technical mindset and general understanding of development, databases, business intelligence, data visualization and web applications is also ideal
  • Excellent written and verbal communication skills, multi-lingual is a plus
  • Ability to communicate technical aspects to a non-technical audience
  • Strong relationship management skills between development and sponsor groups
  • Strong problem-solving skills to analyze complex problems, interpret account needs, and develop integrated, creative solutions
  • Work self-sufficiently to complete a project with a minimal supervision


  • Familiarity with Media databases (MediaOcean, Prisma, DDS, MediaTools)
  • Proven success in motivating staff and managing internal and external partners
  • Ability to coordinate with teams to manage/understand a variety of campaign budgets and timelines
  • Comfortable communicating, interacting, and collaborating with various levels of Hearts team members, senior clients, and vendors
  • Excellent verbal and written communication skills
  • Exceptional organizational and multi-tasking capabilities with strict attention to detail
  • Comfortable working in a fast-paced, ever-changing environment
  • Comfortable compiling information to aid in developing lasting, scalable processes and solutions
  • Flexibility in analyzing, understanding, and managing various forms data


  • Provide overall support of the Planit platform and each of its core components
  • Develop training materials and curriculums
  • Coordinate and conduct training sessions for new users
  • Instruct super users on how to use the self-service admin components
  • Communicate updates and new feature release to their user base
  • Review client setups with the Client Solutions team
  • Gain an understanding of each client’s workflows and processes
  • Provide assistance to client teams for report creation and design
  • Troubleshoot client team issues related to data entry and reporting
  • Tweak system to incorporate end-user relevance and address minor issues
  • Escalate issues and bigger change requests to the Solutions team for advanced troubleshooting
  • Recommend product enhancement based on user feedback
  • Assist client teams to ensure proper cadence is met
  • Run beta programs and UAT on new product releases
  • Address ad hoc requests and issues via Planit service desk
  • Future responsibilities may include oversight of budget management across teams, and reporting deliverables (both internal and client facing)


Hearts & Science is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.


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