Senior Customer Success Manager

Profile

**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..

Job Summary

Responsible for ensuring high levels of client satisfaction by playing a consultative role for strategic clients. Provides focused treatment to the client for the purpose of securing and retaining an account. Plan, budget, oversee and document all aspects of the specific account assigned. Work closely with upper management to make sure that the scope and direction of each project is on schedule, as well as other departments for support. May manage a team of exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget. Employees at all levels are expect to: - Understand our Operating Principles; make them the guidelines for how you do your job - Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services - Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences - Win as a team - make big things happen by working together and being open to new ideas - Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers - Drive results and growth - Respect and promote inclusion and diversity - Do what's right for each other, our customers, investors and our communities

Job Description

About the team

FreeWheel Client Services takes an innovative, collaborative, and white-glove approach in providing best-in-class services and forward-looking business solutions for the media industry. This opportunity is at FreeWheel, a **MEMBERS ONLY**SIGN UP NOW***. Company, and will be dedicated to Beeswax, our Demand Side Platform (DSP) programmatic offering.

The Customer Success team ensures our clients experience exceptional service from implementation to retention. We use our deep domain knowledge, system expertise, and close engagement with our clients to ensure Beeswax is delivering to meet our client's critical business challenges and evolving needs.

About the role

Reporting to the Senior Manager, Customer Success, we are looking for a Senior Customer Success Manager to promote the retention and growth of our strategic accounts. You will work directly with our customers to ensure they achieve their business objectives on the Beeswax platform. You'll provide tactical guidance on topics such as supply-path-optimization, partner selection, and other best practices for running managed or self-service media businesses while also providing recommendations and trainings on how to best use the Beeswax platform. You will help build a book of 10-15 accounts and will own all retention, adoption, and satisfaction efforts. Your performance will be measured on those dimensions.

We ask that you have a consultative mindset to manage customer relationships across a variety of partners, including their C-suite, engineering, product, and ad operations teams. Additionally, you will work with internal engineering, product, solutions, and support teams to provide market feedback and customer requirements while ensuring client expectations are managed as we grow our partnerships and co-develop solutions.

This role is perfect for someone who is curious, customer obsessed, passionate about technology, and is looking to accelerate their career at a growing organization.

What You'll Be Doing:


Be the primary contact for our largest strategic buy-side customers

Train customers on new and existing platform features

Consult customers on best practices for running their managed or self-service media businesses and make proactive recommendations of feature usage that will help them slace on the platform

Use your programmatic knowledge as well as knowledge of Beeswax's product offering and data-driven insights to develop joint solutions to achieve customer objectives

Work with the account management team to implement account plans based on an understanding of clients' business and technical challenges, and their goals

Collaborate with the account management team to provide compelling business reviews with thoughtful insights and outlined opportunities for growth

Liaise with cross-functional Beeswax teams (including account management, product, engineering, professional services, and support) to ensure delivery of customer goals

Mentor and train junior members of the team


Who You Are:


4 years in advertising technology, with a deep background in programmatic advertising

Experience managing media & tech accounts, such as publishers and data providers, or programmatic experience at an agency, marketer, or media company

The ability to learn & teach technical concepts to technical and non-technical contacts

Track record of happy, growing customers and the ability to manage a true enterprise relationship

Strong organizational, presentation, and communication skills

Dependable and accountable with experience working with cross-functional teams to support complex customer projects


**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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