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Customer Success Manager
2 months ago
About the Role
We are seeking a highly motivated and experienced professional to join our Customer Success team at Spotify. As a key member of our Sales team, you will be responsible for building and maintaining strong relationships with our advertiser and agency partners.
Key Responsibilities
- Develop and execute strategic plans to deliver best-in-class customer service and drive revenue growth.
- Act as the primary point of contact for clients, fielding requests and 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 and provide high-value client engagement, including campaign prep and launch, ongoing optimization recommendations, campaign reporting, and wrap-ups.
- Partner with cross-functional internal organizations to structure campaigns that 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, 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.
Requirements
- Bachelor's degree in Sales, Advertising, Marketing, or Business.
- Minimum 3 years of experience in digital media, planning, and/or buying.
- Strong industry knowledge and a desire to grow within the digital media industry.
- Strong understanding of advertising performance metrics and the advertising ecosystem.
- Reputation for providing world-class customer service.
- Ability to translate client requests into recommendations that meet business objectives and deliver desired outcomes.
- Ability to craft impactful sales rationale stories using data and research.
- Highly organized and focused multi-tasker with strong attention to detail, able to work independently within a team-focused organization.
- Ability to work effectively with cross-functional teams and all levels of management (internally and externally).
- Thrives in a fast-paced, deadline-driven environment with excellent verbal, written, and presentation skills.
- Excellent presentation and communication skills.
- Strong dexterity in Excel and PowerPoint, and experience working within CRMs, OMSs, ad servers, and other digital media tech systems.
What We Offer
As a member of our Customer Success team, you will have the opportunity to work with a talented and dynamic team, driving business growth and delivering exceptional customer experiences. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth within the company.
