Responsibilities

The purpose of this role 

The Customer Success team is focused on making sure our clients have a best-in-class customer experience working with PromoteIQ. Customer Success Managers act as day-to-day points of contact to our clients serving as both product experts and customer advocates.  As a Customer Success Manager, you will work with Customer Success and Cross-Functional teams to drive a retailer’s success from post-sales through program growth and maturity.    

This is a critical role in accelerating PromoteIQ’s growth in retail media by enabling customers to rapidly and successfully leverage our products and technology, while also unlocking marketing budgets to build substantial revenue streams. You will assist our retailer clients in educating advertisers on the PromoteIQ value proposition, sell them on a range of on-site advertising solutions, train them on leveraging the technology to achieve optimal business outcomes, and consult on their short and long term media strategy.   

Customer Value Realization  

• Responsible for developing customer’s internal roadmap and business cases, becoming a trusted advisor/educator to enable customers to realize their retail media strategy, including challenging customers to think in new and creative ways that enable them to maximize value 
• Identify areas of growth and align strategy to build a customer ‘s programs and scale their operations through program optimization recommendations, expansion of ad placements and application of PIQ cross-functional resources where relevant
• Manage and advocate for assigned customers – serve as key business contact through the lifecycle of the customer from onboarding, adoption, expansion to renewal 
• Proactively identify risks to customer’s programs and stated business goals and work with internal/customer teams to build and execute risk mitigation plans and remove organizational/technical barriers  

Customer Champion and Advocate   

• Ensure customer needs and challenges are communicated and understood by cross functional teams and PIQ leadership 
• Leverage data analysis and problem-solving skills to identify solutions and drive resolution of critical issues for customers 
• Ensure communication channels with customers are fluid, transparent and pro-active
• Anticipate future customer needs and proactively advocate internally to address them  

Customer Retention and Expansion  

• Meet with customers on a regular basis to proactively monitor program velocity, work towards addressing blockers, and educate customers on upcoming features and platform capabilities  
• Create and manage customer success plans that tracks program and revenue goals and execution towards those goals  
• Manage a multitude of ongoing and ad hoc projects to enable cross functional teams and empower success of client programs 

Sales Enablement  

• Acquire, build, and cultivate relationships with decision makers and budget owners at brands and agencies 
• Deeply understand PromoteIQ’s value proposition to effectively articulate benefit at all levels within the client organization and partners 
• Align with internal cross-functional teams, including Technical Services and Product, to cultivate accounts and ensure feedback is shared back with the team to drive scalable product and operational changes 
• Empower Retailers to train brands and agencies on using the PromoteIQ proprietary platform, and ensure they leverage best practices when executing on campaigns 
• Serve as an industry expert in digital advertising; specifically on the PromoteIQ platform, as well as other competitive on-site vendor marketing programs   

Qualifications

What skills do you need to have?

There will be many opportunities for you to learn and grow into this role and Microsoft. However, to be able to best deliver on the purpose of this role, these are the core skills and experiences you should have on day one: 

• Proven experience of customer success, client service or relationship management experience preferably in SaaS organization, consulting firm, ad tech, media strategy function managing relationships with large and complex organizations \Ability to lead through Influence and communicate precisely and professionally in both verbal and written communication 
• Proven record of driving issues to resolution with great customer satisfaction 
• Demonstrated ability to consistently close sales and generate revenues 
• Ability to manage multiple customer accounts, projects, and deadlines simultaneously  
• Strong executive presence and interpersonal relationship building skills  
• Excellent data analysis, reporting, and critical thinking skills with the ability to translate numbers into actionable recommendations
• High attention to detail and proven project management experience 
• Willing to be a hands-on contributor and a proactive team player 
• Ambitious and driven, thriving in a demanding and fast-paced environment 
• Ability to travel up to 30% as needed