Customer Success Strategist

1 month ago

Sydney, New South Wales, Australia Spotify Full time

About this Role

Sell what you love. For Spotify and millions of users across the globe, that's music and podcasts. As a Customer Success Strategist, you'll build the relationships that help grow our business in existing markets and beyond. We don't just sell creative solutions to our clients and partners, we help to shape them; using our expert knowledge of ad products, sales channels and the industry to impact the way the world experiences music and podcasts.

As a key member of our Customer Success team, you'll be responsible for supporting the sales cycle from RFP submission to campaign optimization, upselling and wrap up, while providing proactive consultative client service with a focus on both protecting and growing revenue. This client-facing role includes strategic planning, consultative selling, project management and data-led storytelling.

  • Build deep client relationships to deliver best-in-class customer service to Spotify's advertiser and agency partners.
  • Act as the client's primary point of contact, fielding requests & questions and communicating directly with clients throughout the sales and campaign lifecycle.
  • Own the RFP response and media planning strategy across all buying channels.
  • Regularly participate in client meetings to deepen relationships via high-value client engagement, including campaign prep & launch, ongoing optimization recommendations, campaign reporting, and wrap-ups.
  • Partner with cross-functional internal organizations to structure campaigns to meet client KPIs and deliver desired outcomes.
  • Oversee the campaign set up, launch and activation processes, including creative production management, spec review, asset collection, and ensuring proper creative trafficking.
  • Monitor campaign pacing, delivery and performance reporting and optimize/revise media plans to meet client objectives.
  • Leverage campaign reporting and insights to proactively identify, pitch, and close incremental and expansion opportunities to help grow the business.
  • Manage projects involving complex work streams and cross-functional collaboration (internally and externally).
  • Serve as the product expert by educating clients and their agencies on Spotify's new and existing products, as well as advising on best practices and bespoke campaign optimizations.
  • Review, interpret and present data, including brand measurement studies, providing comprehensive campaign insights, recommendations, and learnings via effective data storytelling.
  • Own the post-campaign analysis with learnings and recommendations to drive repeat business.
  • Collaborate cross-functionally on initial billing and revisions to ensure invoices are accurate and delivered on time.
  • Adhere to internal best practice guidelines, processes, and operating cadences.

About You

We're looking for a highly motivated individual to join our team. You'll have a Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business, and a minimum of 3 years of experience in digital media, planning and/or buying. You'll have a strong industry knowledge and a desire to grow within the digital media industry.

You'll be a reliable and crucial market team member who can anticipate and provide solutions to meet ongoing client needs. Above all, your work will impact the way the world experiences music and podcasts.

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