Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Client Success Manager at Madhive driving retention and growth for clients. Partnering with media, agency, and brand clients to offer TV-first solutions.
Responsibilities
- Truly own and drive retention and growth for your book of business
- Serve as a trusted partner for customers by understanding their business challenges and connecting product solutions to their needs
- Own the customer journey from onboarding to renewal, including closing revenue
- Work cross functionally to advocate for a customer first mindset across all business decisions
- Maintain varying sized clients and books of business focused on growing and retaining clients to drive revenue and ensure customer satisfaction
- Serve as the escalation point for assigned clients to resolve questions over email/phone, in status calls, and at on-site office hours as necessary
- Support AdOps by monitoring campaign metrics for delivery and KPIs; provide detailed summary of campaign optimizations to all internal teams.
- Continual education on capabilities and reporting on deeper applications of products, operations, processes, and self-service offerings
- Ensuring that you are driving value by analyzing customer performance, industry & vertical trends, and projections in order to best support your client.
- Train and onboard new clients
- Drive existing customer net revenue retention and increased adoption and improve customer health
- Prepare for and lead Executive Business Reviews
- Mentorship and development of team members
Requirements
- Bachelor’s Degree in Marketing, Advertising, Business or Stats preferred
- 4+ years of experience in a similar Client Services role
- Data-savvy with strong excel skills
- Experience hiring, mentoring, and delegating responsibilities to junior team members
- Comfortable converting data into actionable items for specific tasks or broader narratives to tell a story
- Strong communication skills
- Ability to project manage, prioritize and articulate issues to management when they arise
- Experience managing, troubleshooting and optimizing platform-based media campaigns in DSPs, Social Platforms or SEM Bid Managers
- Ad Operation Experience preferred
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Professional development opportunities
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