Customer Success Expert
Client Description**:
Our client is on the verge of changing advertising forever.
They have seen an influx of new clients coming on board with their technology offering.
We are currently recruiting for a Customer Success expert to help manage increasing operational demands for a growing portfolio of customers.
As a member of the Customer Success team, you will have a huge impact on our business and the success of our customers.
You will have a direct impact in helping customers achieve their growth goals through campaign performance analysis and optimization, and cross-functional collaboration.
In this role, you will ultimately be responsible for both ensuring the smooth operation of customer support processes and your ability to balance account renewal/growth and customer satisfaction will contribute to their customers' and agency long-term success.
**Responsibilities**:
YOUR DAY-TO-DAY WILL INCLUDE:
- Function as a key support resource for our client customers
- Managing a portfolio of advertisers, launching their campaigns, defining their strategies, and aligning internal resources to execute on their goals.
- Development of strategic plans to meet and exceed client goals
- Ensuring customer success, ultimately defined by customer ROI and advocacy, account renewal and growth.
- Manage prioritization, internal coordination, and calendaring of strategic customer engagements
- Manage internal prep meeting timelines and scheduling, as well as customer resource distribution
- Key owner in developing Quarterly Business Reviews for our client customers
- Collaborating cross-functionally with sales, ad operations, and other internal and external partners.
- Leading ongoing customer communication and relationship-building efforts.
- Work with internal tools and teams to gather relevant per-customer and industry data, insights, and benchmarks to influence customer engagements
- Manage internal prep meeting timelines and scheduling, as well as customer resource distribution
- Providing quantitative/qualitative analysis to inform decision-making.
TO BE SUCCESSFUL IN THIS ROLE, YOU'LL NEED:
- 2 years of client-facing experience.
- Fluency in English (Italian is a plus)
- Previous Experience in the Media Planning and Account Management
- Working knowledge of the Digital media ecosystem (Meta, Google, Programmatic etc)
- Strong analytical and problem-solving capabilities
- Strong organizational skills and attention to detail
- Strives for learning opportunities and drives results
- Organization and project management skills.
- Proven analytical and creative problem-solving abilities.
- Excited and able to work individually and collaboratively
- Excellent verbal and written communication skills
- Ability to work against tight goals and deadlines
- A track record of past achievements including the ability to manage external stakeholders and grow accounts.
BONUS POINTS IF YOU HAVE:
- Media Agency experience
- Startup experience
- Experience managing enterprise-level customers
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