Description:
CSM Brands + Agencies
Job Description:
∙Ensures high client satisfaction and account success
∙Monitor, track and report opportunities in Customer Value Plan created by the client.
∙To collaborate with Client CSM to drive adoption.
∙Monitor and report account health parameters
∙Any critical escalations to be forwarded to respective teams as per escalation matrix.
∙Advising useful features based on pre-defined list. Answering usage, product and Workflow
questions to ensure feature adoption.
∙Initiates and help prepare for, attend and participate in quarterly business reviews.
∙Identify gaps in people, process and technology that prevents clients from realizing value,
plan for closing all gaps.
∙Advocate for customer if they require additional support from other teams based on a given
list of activities of advocacy and areas where potential support could be required to be listed.
∙Partner with Technical Account Manager when services are purchased to entire 100%
customer satisfaction.
∙Quarterback internal processes essential to client success in collaboration with Client CSMs
∙Ensure seamless client experience across implementation, product performance and billing.
∙Follow set guidelines to manage and resolve escalations related to product performance,
billing and other operations issues.
∙Fulfill client requests for basic product demos/ calls.
∙Track client usage and adoption metrics including Revenue support and client success sales
cycle.
∙Execute standard renewals (i.e. renewals with no change in terms)
∙Track renewal timelines and leading indicators of churn (e.g. revenue contraction or change
in customer health score)
∙Partner with Commercial Team by coordinating internal efforts to develop customized
solutions for upsell
∙Identify and Advise Commercial Lead on upsell/ Expansion opportunities
Experience:
∙5+ years of experience in a Customer Success, Account Management, Client Relationship
management (for SaaS products)
∙Experienced in managing end to product transitions (from Product design to Customer satisfaction)
∙Should have expertise and experience in drafting and tracking contracts and renewals.
∙Should have experience in negotiating contractual terms.
∙Ability to understand ‘Data Connectivity Platform’ as a product in the Ad-Tech ecosystem.
∙Excellent and impeccable communication and persuasion skills to interact with several internal teams and clients at the same time.
∙Candidate should have ideally worked for a SaaS product company, preferably in the ad-tech space. Desirable skill.
∙Project Management skills desirable.
Education:
∙Any Graduation
Skills required:
Softskills:
∙C1 level language proficiency on CEFR Scale.
∙Excellent presentation skills
∙Problem solving
Ad-tech skills:
∙Desirable to have good understanding of ad-tech ecosystem like DMP, SSP, DSP, ad server,
first/2nd/3rd party data etc. – not mandatory.
Technical skills:
∙Not necessary
Data Analysis:
∙Good understanding of MS Excel, Google sheets and Tableau
Client management:
∙Minimum 5 years’ experience in client management
Project management:
∙Good project management skills. Understanding of Gantt charts, MS Projects/ other PM
tools.
People management:
∙NA
Performance management:
∙NA
Location:
∙Hyderabad
Shift
∙6pm to 4am (US Shift)