Position SummaryRole and ResponsibilitiesManager, Customer Success ManagerSamsung has developed a proprietary ad platform that leverages unique first party TV data to help brands connect to their audience as they explore content across desktop, mobile, tablets and our SMART TVs.
The Opportunity We're growing our Customer Success team! Samsung Ads is looking for confident managers to take on this strategic position dedicated to supporting the Customer Success organization and driving direct impact towards quarterly revenue goals. The Manager will report into the Director of Customer Success.
Being a manager at Samsung Ads you will have the unique skills of being both hands-on as well as leveraging leadership experience. The ideal candidate will be able to navigate between both an individual contributor as well as to ensure best practices across their team and the larger organization. A successful Manager will be able to identify problem areas, assess solutions, and work with numerous teams in order to establish optimal efficiencies and service customers.
Candidate should have prior experience focused on delivering excellent customer service, driving campaign performance and achieving a successful renewal rate. They must be able to demonstrate a strong knowledge of the advertising industry across digital & programmatic platforms.
Specific responsibilities include:
- Manage a team of CSMs responsible for the day to day service deliverables of advertisers.
- Manage campaign escalations and ensure appropriate resolution. A balance of strong campaign management experience, an ability to build and lead highly efficient teams and the ability to build strong relationships will be key to the candidate's success.
- Ability to collaborate cross-functionally; ability to exercise judgment and flexibility.
- Responsible for managing and maintaining training resources and onboarding program in collaboration with CSM Leaders.
- Participate in hiring process for roles across Samsung Ads org as needed.
- Align directly with Sales representatives to provide seamless account support, including but not limited to: RFP responses, media planning, post-sale kick-off and management of campaign insights & reports.
- Maintain strong knowledge of Samsung Ads platform and offerings to serve as the "go-to" resource and drive upsell opportunities.
- Produce best practices and learnings based on campaign performance, and provide clients with recommendations to drive renewal business.
- Collaborate with internal teams for custom ideation and marketing solutions, providing specific overview of client's objectives and goals.
- Educate and guide new and existing clients on best practices, onboard new clients and proactively address areas where improvement is needed.
- Understand the larger financial picture and drive positive impact towards Samsung Ads' annual sales growth.
Qualifications:
- 8 + years working in an organization that supports the Advertising Sales function specifically within the Account Management role
- Experience leading teams and a deep understanding of client services to draw from.
- Attention to detail, ability to multitask and strong organizational skills required
- Experience working directly with clients and can demonstrate ability to present during meetings
- Deep understanding of the digital advertising space, with knowledge of programmatic landscape
- Bachelor's degree required
Skills and QualificationsThe salary range for this role is expected to be between $150,000 and $200,000. Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role.
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