Customer Success Manager

Customer Success Manager

We are Quantcast. Global leaders in AI-powered programmatic advertising and media performance. With measurement and consumer analytics in our DNA, we empower marketers to reach audiences and deliver measurable outcomes. Our mission is to make every marketer more successful, every campaign outperforms expectations, empowering brands to build meaningful relationships with consumers and achieve business results.

We're hiring a Customer Success Manager to work on our Commercial team in North America. In this role, you will manage and grow the relationships of the sales team’s key accounts across both managed services and self-serve offerings and work with clients on their business needs.

Who you are:

• Have at least 3+ years client facing account management and operations experience in digital/programmatic media

• You thrive in a dynamic and fast-paced environment where you roll up your sleeves and get into the weeds of campaign strategies and executions

• Strategic thinking always looking to create opportunities for both clients and Quantcast

• Enjoy technical troubleshooting, e.g. pixel implementation and identifying solutions for your client's needs and have experience making recommendations to clients in order to get the biggest bang for their buck

• Passionate about programmatic media and would love exposure to a plethora of clients (agencies and direct) across NA

• Keen to grow and develop your presentation skills and are comfortable with public speaking

• Have proven experience working with campaign reporting and analytics

• Skilled communicator, you excel at breaking down complex information into clear, relatable insights, making even the most technical topics easy for clients and colleagues to understand

What you'll be doing:

• You will lead as the main point of contact for hands on key customers within your patch allocation. This involves ensuring customers meet onboarding milestones and adoption of the platform. This includes Quantcast full suite of platform onboarding, setup best practices, troubleshooting, reporting, optimizations and recommendations whilst solving our client's biggest business problems

• Design and deliver onboarding programs and interactive office hours to drive seamless platform adoption.

• Consult with clients to understand their business and brand objectives, and develop best-practice campaign setup solutions and data-driven analysis to get them where they want to be

• Share product roadmap and new features that align with customer goals

• Monitor customer health scores, product usage and engagement

• Work closely with internal teams (Sales, Product and Engineering) establishing influence on product roadmap and strategy

• Act as a pivotal resource for platform support for both internal and external customers, troubleshooting and resolving any technical issues they may encounter

Bonus points:

• Modifying SQL to be able to pull the data needed in order to solve problems

• Advanced understanding and proven familiarity with troubleshooting Ad-Servers / Integrations and Tag Implemented platforms