Customer Success Manager

iSpot.tv competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle’s hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great.

About iSpot

iSpot.tv helps advertisers measure the brand and business impact of TV and streaming advertising, from concept to airing to conversion. Fast, accurate and actionable measurement and attribution solutions enable advertisers to assess creative effectiveness, enhance media plans and attribute advertising results for cross-platform campaigns, all while benchmarking against competitors and historical norms. Unlike legacy and ad hoc solutions, iSpot is purpose-built to measure the performance of every ad on television with digital-like precision and granularity in real time. With always-on performance insights unified across linear and streaming TV, advertisers can take quick and confident action to consistently drive business results.

About You

You’re a people-person with 5 - 10 years of experience in working in a client-facing role with mid to senior level personnel. You’re comfortable collaborating with various stakeholders (customers and internal cross-functional teams) to service client accounts.

You are:

• A proactive communicator: You are extremely responsive and effective with both written and verbal communication
• Highly organized and detail oriented: You pay close attention to textual detail while processing information
• A critical thinker: You apply critical thinking through inductive and deductive reasoning as you navigate and solve problems
• An analytical storyteller: You posses numerical reasoning with a strong aptitude for data and have skill in interpreting data across a wide range of applications
• A problem solver: You identify  problems and analyze data to create actionable insights and textual information to make effective decisions
• Naturally curious and passionate: You are constantly seeking to learn new things and understand how to improve

What You’ll Do

You will work with a dedicated team on assigned client accounts providing day-to-day strategic guidance and support across iSpot’s product suite.

• Evaluation and analysis of adoption of modules/services:
  • What is or is not being used?
  • What frequency is the client accessing?
  • Who are the power users on the account?
• Position new opportunities/products with client team and run demos with customized positioning to meet clients pain points
• Evaluate and provide recommendations for process improvements related to the customer journey
• Engage with client team to understand GTM strategy & product marketing support
• Develop analyses and storytelling to aid and assist client in driving impact and alignment with the clients critical event to achieve goals
• Develop and cultivate strong customer relationships while continually seeking opportunities to showcase how to drive business impact
• Collaborate across the organization, including Data Science, Custom Analytics, Product and Sales, as a client advocate to ensure resolution and delivery on requests
• Work efficiently and effectively, equally as part of a team and independently, to resolve client requests and inquiries
• Extract data insights from the iSpot platform and generate unique and compelling insights for clients
• Exhibit a passion and energy for storytelling based on data insights and genuine interest in TV media attribution and optimization
• Leverage your previous analytical experience and approaches to inform customer discussions and develop data-driven solutions and insights for your customers
• Develop strong relationships with key customer contacts (executive and operational) in order to achieve a trusted-advisor status
• Identify new product expansion and analytics services opportunities within your customer base
• Utilize appropriate resource materials to effectively and accurately interpret, respond to and resolve customer inquiries and problems
• Manage contracting and the renewal process for your book of business
• Manage a team of Customer Success Specialists focused on operational customer support

Other

• Bachelor’s degree or equivalent
• Advertising measurement/attribution experience preferred
• Deep understanding of media planning, media buying, advertising technology, and digital media with an emphasis on linear TV, OTT/Streaming, Addressable
• Experience working for or with media publishers preferred but not required
• Proven success working in a fast-paced,