Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia Spotify Full time
Role Overview

As a Customer Success Manager at Spotify, you will be responsible for building and maintaining strong relationships with our advertiser and agency partners. This role involves acting as the primary point of contact for clients, fielding requests and questions, and communicating directly with clients throughout the sales and campaign lifecycle.

Key Responsibilities

* Build deep client relationships to deliver best-in-class customer service
* 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

Requirements

* Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business
* Minimum of 3 years 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 of providing world class customer service
* Ability to translate client requests to make recommendations that meet business objectives and deliver desired outcomes
* Ability to craft impactful sales rationale stories by using data and research
* Highly organized and focused multi-tasker with strong attention to detail who can work independently within a team focused organization
* Ability to work effectively with cross-functional teams and all levels of management (internally and externally)
* Thrive in a fast-paced, deadline and detailed oriented environment and have excellent verbal, written, and presentation skills
* Excellent presentation and communication skills
* Excellent dexterity in excel and powerpoint, and have experience working within CRMs, OMSs, ad servers and other digital media tech systems

Where You'll Be

You will work out of our Sydney office

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