Customer Success Business Partner

3 weeks ago

Sydney, New South Wales, Australia Spotify Full time
Customer Success Business Partner

At Spotify, we're looking for a highly motivated individual to join our Customer Success team as a Customer Success Business Partner. In this role, you will 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.

Key Responsibilities:
  • 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

Requirements:
  • You have a Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business
  • You have a minimum of 3 years experience in digital media, planning and/or buying
  • You have strong industry knowledge and a desire to grow within the digital media industry
  • You have a strong understanding of advertising performance metrics and the advertising ecosystem
  • You have a reputation of providing world class customer service
  • You have the ability to translate client requests to make recommendations that meet business objectives and deliver desired outcomes
  • You have the ability to craft impactful sales rationale stories by using data and research
  • You are a highly organized and focused multi-tasker with strong attention to detail who can work independently within a team focused organization
  • You have the ability to work effectively with cross-functional teams and all levels of management (internally and externally)
  • You thrive in a fast-paced, deadline and detailed oriented environment and have excellent verbal, written, and presentation skills
  • You possess strong presentation and communication skills
  • You have 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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