Customer Success Manager

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.

Job Summary

This opportunity is at FreeWheel, a Comcast Company, and will be dedicated to Freewheel Buyer Cloud, our Demand Side Platform (DSP) programmatic offering.

The Customer Success team acts as the day-to-day point of contact for the self-serve buyers on the Buyer Cloud platform. We use our deep domain knowledge, system expertise, and close engagement with our clients to ensure Buyer Cloud is meeting our client’s critical business challenges and evolving needs.

About the Role

Reporting to the Senior Manager, Customer Success, we are looking for a Customer Success Manager to promote the retention and success of our accounts. You will work with our customers to ensure they achieve their business objectives on the Buyer Cloud platform. You’ll provide tactical guidance on topics such as campaign set up, optimization, inventory curation, and other best practices for running self-service media campaigns while also providing recommendations and trainings on how to best use the Buyer Cloud platform. You will manage a book of 10-20 accounts and will own optimization, adoption, education, and satisfaction efforts.

You will bring a consultative mindset to manage customer relationships across a variety of stakeholders, with an emphasis on the client’s ad operations teams. Additionally, you will work with internal Engineering, Product, Solutions, Account Management, and Support teams to provide market feedback and customer requirements while ensuring client expectations are managed as we grow our partnerships.

This role is perfect for someone who is curious, customer obsessed, and is looking to accelerate their career at a growing organization.

Job Description

What You'll Be Doing: 

• Be the primary day-to-day contact for our buy-side customers  
• Train customers on new and existing platform features 
• Use your programmatic knowledge to consult customers on best practices for running their self-service campaigns 
• Make proactive recommendations of feature usage and optimizations that will help your customers scale on the platform 
• Liaise with cross-functional Buyer Cloud teams (including Account Management, Product, Engineering, and Support) to ensure sustained value and delivery against customer goals 
• Assist in triaging and troubleshooting issues alongside support 

Who You Are: 

• 2+ years of experience in ad operations or trading at an agency or DSP, or 2+ years of experience managing media and/or tech accounts, such as publishers and data providers 
• The ability to learn & teach technical concepts to technical and non-technical contacts 
• Strong organizational, presentation, and communication skills  
• Experience working with cross-functional teams 
• Dependable and accountable 

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Collaboration, Customer Relationships, Customer Success, Technical Knowledge

Compensation