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Manager, Customer Success, India
2 months ago
What You'll Do
You will work with and report directly to the Regional Head of Customer Success Management, APAC, to collaborate, strategize, shape, develop and evolve the India Customer Success Management team to continually meet and exceed the needs and expectations of our internal and external partners In close collaboration with the Sales Directors of this team, you will create strategy and drive execution via world class customer service for some of the world’s top brands and agencies You will directly manage a team of Customer Success Managers to support and drive revenue You will be an expert on all responsibilities, processes and tools of the Customer Success Management role and a demonstrated leader of the CSM teams aligned to these verticals Partner and deeply collaborate with Sales Leadership on key accounts needs, account planning exercises, QBRs, etc, and act as an operational point of contact and escalation resource for clients and internal teams You will drive utilisation of our offshore resources, automation tools, and self-service platforms in order to focus CSM team on proactive, strategic workProvide team guidance and coaching while delivering tailored solutions to client requests Maintain and approve policy exception requests relating to Service Level Agreements, Compliance, Pricing, Makegoods, and more Build a strong cross-functional network and conduct regular status meetings with the leaders of these teams to maintain alignment that supports the business Oversee completion of CSM team recurring tasks including pipeline hygiene, campaign pacing, production tracking, and measurement outcomes Assess staffing needs and lead the interviewing, hiring and onboarding of talent Identify needs and lead training for the CSM team inclusive of role-specific, soft-skills, procedural and developmental curriculum Provide bi-annual development talks to your team; review and approve administrative tasks for each individual on your team
Who You Are
You have a Bachelor’s degree or equivalent, preferably in Sales, Advertising, Marketing, or Business You have a minimum of 10+ years of Digital Advertising Customer Success Management experience, and 5+ years of management experience You are a digital media leader and consultant and have a proven track record of success You have strong agency and industry relationships and a deep understanding of the advertising landscape and expertise in account planning, strategic planning, and media buying within Direct & Programmatic environments You have experience running a team where Data & Insights drive the direction of the business You have experience working in self-service or automated planning and buying toolsYou have the ability to gracefully translate client requests for internal cross-functional teams You are detail oriented and find solutions for clients while improving internal processes You are highly motivated, entrepreneurial, energetic, and willing to thrive in a high growth, fast-paced organization You hold strong relationships with internal and external partner teams You are an effective listener and transparent communicator with excellent problem solving and negotiating skills You are passionate about identifying and developing excellent customer service skills in others Experience working within CRMs, OMSs, ad servers and other digital media tech systems and platforms, and are experienced in tools like excel and powerpoint.
Where You'll Be
This role is based in either Mumbai or Delhi
