Sr. Customer Success Manager, Digital and Media

The Sr. Customer Success Manager on the Digital & Media Customer Success team is responsible for developing customer relationships that promote retention and loyalty. The associate assists the Director in working with a team of analysts, product, sales and operations personnel in support of customers to ensure they are satisfied with the services they receive and improve on areas of dissatisfaction.

Primary Accountabilities:

• Coordinate with customers and the operations teams to ensure timely execution of advertising and offer programming
• Assist in the training and onboarding of customer teams, ensuring strong adoption and ongoing engagement
• Act as a key role in implementing commercial planning and leverage retailer’s assets and leverage to facilitate advertising and offer based revenue
• Assist in leading the efforts alongside of the Director in building and deploying the best practices to ensure customers are realizing the maximum benefit from the company's products and services
• Assist in managing weekly revenue reporting, forecasting, and updates
• Assist Director in analyzing post program results and prepare them for presentation to retailer.
• Assist in building and deploying the best practices to ensure customers are realizing the maximum benefit from the company's products and services
• Assist the Director in preparing for the quarterly business review (QBR) meetings
• Manage successful renewal cycles
• Identify quality-improving and feature enhancement requests
• Leverage usage patterns and business trends to gain insights, provide guidance and increase satisfaction
• Collaborate with client development team to share customer insights that inform upsell/cross sell opportunities and deliver the best service
• Provide expert customer insight to product teams on innovation and improvement opportunities for user experience, product features, and customer engagement processes to ensure rapid adoption, greater usage, and high renewal and referral rates

Required Qualifications:

• Bachelor’s Degree

• 5-7 years of work experience on a Customer Success team in a marketing or advertising technology firm or retailer, with progressively increasing responsibilities; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position

• Knowledge of digital media, in-store media, e-Commerce software, analytics and business operations strongly preferred
• Experience working to promote value through customer experience
• Exceptional ability to communicate and foster positive business relationships.
• Process analysis and optimization experience required
• Proficiency in Excel and functions such as V Look-ups, Pivot tables, etc

Individual Competencies:

• Integrity: Gains the trust of others by taking responsibility for own actions and telling the truth.
• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information and achieve results.
• Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.
• Innovative: Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures or technologies.
• Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
• Analytical and Critical Thinking:  Ability to tackle a problem by using a logical, systematic, sequential approach.
• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not