Customer Success Manager

Key Responsibilities:

• Build and maintain client relationships, fostering collaboration and flawless execution of plans.
• Develop and implement strategic media plans based on client direction and media research.
• Synthesize information effectively to guide campaign development and execution.
• Understand client products/services and communicate key points to external parties while solving problems.
• Maintain rapport with internal and external teams, partner agencies and clients and be able to apply a collaborative and solutions oriented approach.
• Innovate and recommend media solutions, ensuring client satisfaction and delivering results.
• Manage and train team members, conducting performance reviews and staff training.
• Ability to analyse, understand and interpret data to inform upcoming campaigns and draw decisive action points from.
• Set accurate revenue targets and projections while sharing campaign results and learnings.
• Demonstrate expertise in the media landscape, producing sound strategies and proactive proposals.

Requirements:

• 5+ years of experience in a similar role.
• Excellent written, verbal, and presentation skills.
• Strong relationship-building abilities with internal and external stakeholders.
• Persuasive communication of strategies, rationale, and ideas.
• Negotiation skills and the ability to filter relevant information.
• Analytical mindset and attention to detail.
• Understanding of business processes and key stakeholders as well as client process flows.
• Identify and declutter clients measurables to ensure that key performance indicators that describe their success are achieved.
• Proven ability to develop post-campaign analysis reports and monitor ROAS.
• Comprehensive understanding of the customer journey and ability to provide status feedback.
• Proficiency in platforms such as Google Analytics, Tag Manager, and Meta Business Suite.
• Ability to apply an omnichannel mindset to cohesively integrate with client
• Comprehensive understanding of CRM systems
• Understanding of pixels and tracking solutions.
• Ability to accurately quantify and measure campaign performance.
• Demonstrated expertise in utilising data-driven insights to optimise paid media campaigns.
• Proficient in leveraging analytics tools to conduct thorough audience segmentation and targeting.
• Strong understanding of A/B testing methodologies and the ability to analyse and interpret test results.
• Proven track record of effectively managing budgets and allocating resources to maximize ROI.
• Experience in conducting competitive analysis and staying up-to-date with industry trends and best practices.
• Proficiency in data visualisation techniques and tools to effectively communicate campaign performance to stakeholders.
• Ability to identify and implement advanced tracking and attribution models to accurately measure campaign effectiveness.
• Skilled in utilizing statistical analysis to identify patterns, trends, and opportunities for campaign optimization.
• Proficient in creating and interpreting dashboards and reports that provide actionable insights for campaign performance improvement.
• Understanding of the impact of different media channels on customer behavior and the ability to develop integrated strategies accordingly.
• Strong problem-solving skills with the ability to identify issues and propose data-driven solutions.
• Familiarity with audience research tools and the ability to leverage consumer insights to inform campaign targeting and messaging.
• Knowledge of marketing automation platforms and the ability to integrate paid media efforts within broader marketing campaigns.
• Experience in collaborating with cross-functional teams, such as creative, content, and web development, to ensure cohesive and integrated marketing initiatives.
• Proven ability to work in a fast-paced environment and manage multiple campaigns simultaneously while meeting deadlines.