- Invest significantly in building and nurturing executive-level customer relationships with LiveRamp's most strategic Brand customers and manage a portfolio of clients end-to-end
- Champion customer-centricity across LiveRamp, and collaborate across internal teams to improve the customer journey
- Partner with cross-functional teams. Evolve the tools, processes, and strategy for customer engagement and segmentation as LiveRamp's Brands business continues to grow
- Be dedicated to continuously improving customer health, ensuring customers are adopting LiveRamp products and solutions
- Coach and mentor CSMs of the Brands Customer Success team, while sharing best practices in Customer Success as needed
- Effectively identify and lead cross-functional initiatives to improve the customer experience
- Address challenging customer requests and engage in issue resolution as needed
- Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders
- Lead renewal strategy and forecasting with rigor: run mitigation sessions, coach to value-selling methodology, challenge assumptions, and maintain renewal forecast accuracy. This includes contract negotiation and its corresponding paperwork
- Ensure customers realize value and adoption, coaching teams to become trusted advisors who demonstrate wins and drive long-term growth
Your team will:- Deliver on our vision that our customers see LiveRamp as a strategic & foundational partner who drives value for their business. Your team works closely with Product, Support, Services, Marketing, Finance, Data Ethics, Legal, and Sales, in order to drive amazing customer experiences.
- About you:
- Enterprise B2B SAAS CSM experience, with specific emphasis on Media Buying & Measurement and Collaboration or Identity
- Minimum of 7 yrs as CSM/Account Director, or 10+ years customer facing with 4 in CS
- History of growth in seniority of roles or size of accounts preferred
- Must have experience with accounts $2M+ in ARR, or negotiation and project management skills
- Nice to have experience in managing 3-5 highly strategic accounts
- Or have experience managing 20+ $500k+ accounts at once
- Familiarity with LiveRamp and its role in ecosystem, either from brand client or platform side
- Familiarity with Clean Room solutions, Measurement and/or Collaboration use cases
- Familiarity with Salesforce or other CRM Software
- Experience drafting and delivering QBRs, executive summaries
- Experience managing renewals and partnering with Sales on upsells/cross-sells
Nice to have:Multiple roles across adtech/martech either on Sales side or Buy side (Brand/Agency)
Preferred Skills:Strong leadership capabilities:
- Ability to steer a group of internal stakeholders towards a common objective
- Motivating and project managing internal stakeholders
Strong organizational capabilities
- Ability to plan ahead for what you need to do
- Are you able to anticipate multiple outcomes and plan for each scenario (Chess)
Resourcefulness
- Ability to source/obtain information that you don't inherently possess
- Ability to navigate disparate internal and external resources
- Not easily swayed from getting information necessary
Tact and presence:
- Able to prepare for a C level conversation (bonus: familiarity with NPV, IRR, ROI)
- Ability to craft & present summary of value delivered from customer's perspective
Strategic insight
- Able to demonstrate an understanding of clients' business goals and objectives, and ensure our solutions are aligned with their success criteria.
- Track record of Identifying opportunities for upselling and cross-selling to achieve revenue growth targets.
Strong Relationship & Empathy
- Ability to digest how product/process change might impact customer's business
- Ability to communicate why change is disruptive and empathize with customer
Bonus: Ability to provide recommended adjustments to change based on customer & potential other customers
The approximate annual base compensation range is $125,000 to $155,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.
Benefits:- People: Work with talented, collaborative, and friendly people who love what they do.
- Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
- Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
- Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
- Savings: Our 401K matching plan-1:1 match up to 6% of salary-helps you plan ahead.
