Deskripsi Pekerjaan
Are you passionate about helping advertisers achieve their full potential in the digital landscape? Smartly Limited is seeking a motivated and strategic Customer Success Manager to join our dynamic Scale Team. We are on a mission to revolutionize programmatic advertising, and we need a dedicated professional to ensure our clients not only succeed but thrive using our platform.
In this role, you will be the bridge between our cutting-edge technology and our valued clients. You will own the client relationship, ensuring high retention rates and driving expansion within their accounts. We are looking for someone who can translate complex advertising metrics into actionable growth strategies while delivering an exceptional customer experience. If you thrive in a fast-paced, innovative environment and want to make a tangible impact on a global scale, we want to hear from you.
Join us in shaping the future of programmatic advertising and become a key player in our Customer Success team.
Tanggung Jawab
- Client Relationship Management: Act as the primary point of contact for assigned accounts, fostering strong relationships to ensure high retention and satisfaction.
- Onboarding & Training: Lead the end-to-end onboarding process for new clients, providing comprehensive training on the Smartly platform and best practices.
- Growth & Expansion: Identify upsell and cross-sell opportunities within existing accounts to drive revenue growth and increase client lifetime value.
- Performance Analysis: Conduct regular business reviews (BRs) to analyze campaign performance, providing data-driven insights and strategic recommendations to optimize results.
- Cross-Functional Collaboration: Work closely with internal teams, including Product, Engineering, and Sales, to advocate for client needs and drive product improvements.
- Crisis Management: Proactively address and resolve client issues or escalations to maintain trust and minimize churn.
Kualifikasi
- Experience: 3+ years of experience in Customer Success, Account Management, or Client Success within the AdTech, SaaS, or Digital Marketing industry.
- Communication: Excellent verbal and written communication skills with the ability to present complex technical concepts to non-technical audiences.
- Technical Proficiency: Strong analytical skills with experience using data analytics tools (e.g., SQL, Excel, Google Analytics) to interpret campaign data.
- CRM Knowledge: Familiarity with CRM platforms such as Salesforce or HubSpot is highly preferred.
- Self-Starter: A proactive, results-oriented mindset with the ability to work independently and manage multiple priorities in a fast-paced environment.