Job Description:
· Ensures high client satisfaction and account success
· Monitor, track and report opportunities in Customer Value Plan created by the client.
· To collaborate with Client CSM to drive adoption.
· Monitor and report account health parameters
· Any critical escalations to be forwarded to respective teams as per escalation matrix.
· Advising useful features based on pre-defined list. Answering usage, product and Workflow questions to ensure feature adoption.
· Initiates and help prepare for, attend and participate in quarterly business reviews.
· Identify gaps in people, process and technology that prevents clients from realizing value, plan for closing all gaps.
· Advocate for customer if they require additional support from other teams based on a given list of activities of advocacy and areas where potential support could be required to be listed.
· Partner with Technical Account Manager when services are purchased to entire 100% customer satisfaction.
· Quarterback internal processes essential to client success in collaboration with Client CSMs
· Ensure seamless client experience across implementation, product performance and billing.
· Follow set guidelines to manage and resolve escalations related to product performance, billing and other operations issues.
· Fulfill client requests for basic product demos/ calls.
· Track client usage and adoption metrics including Revenue support and client success sales cycle.
· Execute standard renewals (i.e. renewals with no change in terms)
· Track renewal timelines and leading indicators of churn (e.g. revenue contraction or change in customer health score)
· Partner with Commercial Team by coordinating internal efforts to develop customized solutions for upsell
· Identify and Advise Commercial Lead on upsell/ Expansion opportunities
Experience:
· 5+ years of experience in a Customer Success, Account Management, Client Relationship management (for SaaS products)
· Experienced in managing end to product transitions (from Product design to Customer satisfaction)
· Should have expertise and experience in drafting and tracking contracts and renewals.
· Should have experience in negotiating contractual terms.
· Ability to understand ‘Data Connectivity Platform’ as a product in the Ad-Tech ecosystem.
· Excellent and impeccable communication and persuasion skills to interact with several internal teams and clients at the same time.
· Candidate should have ideally worked for a SaaS product company, preferably in the ad-tech space. Desirable skill.
· Project Management skills desirable.
Education:
· Any Graduation
Skills required:
Softskills:
· C1 level language proficiency on CEFR Scale.
· Excellent presentation skills
· Problem solving
Ad-tech skills:
· Desirable to have good understanding of ad-tech ecosystem like DMP, SSP, DSP, ad server, first/2nd/3rd party data etc. – not mandatory.
Technical skills:
· Not necessary
Data Analysis:
· Good understanding of MS Excel, Google sheets and Tableau
Client management:
· Minimum 5 years’ experience in client management
Project management:
· Good project management skills. Understanding of Gantt charts, MS Projects/ other PM tools.
People management:
· NA
Performance management:
· NA
Location:
· Hyderabad
Shift
· 6pm to 4am (US Shift)