Description:
The role will be responsible for the retention and growth of Jivox’s key accounts – both self-services and managed services tier 1 accounts. The role encompasses:
- Working with execs from global brands across several geographies on a maturity path towards omnichannel personalization that in turn leads to cost savings and performance uplift for the Brands
- Understand the account structure and its partner eco-system to formulate customized onboarding & scalability plan
- Conduct regular QBRs and EBRs that covers key insights, executive asks, account roadmap, product roadmap, ROI analysis etc.,
- Cross sell and up-sell Jivox features and channels that tie with Brand’s personalization goals
- Qualify customer requirements and advocate them to Product management team for addition to roadmap
- Flagging key highlights & challenges such as client escalations, product adoption, feature requests etc., to the management team so that a timely action can be taken
- The role can be seen as a mix of Consulting and Customer Success
- The right candidate should have an aptitude for analytics/critical thinking experience with a client-facing role
- This would be an Individual Contributor role
Skills & Experience
- Experience as Customer Success manager in Technology based SaaS companies
- 3-5 years of relevant industry and/or function experience. Overall work experience under 7 years
- Advertising, Marketing, Consulting, Technology Product count as relevant industries
- Customer Success, Client Strategy, and Account Management count as relevant functions
- Consistently demonstrated strong organizational, communication, project management, and problem-solving skills
- Interest and ability to work in a fast-paced dynamic environment
- Ability to work across a global team in several countries
- Knowledge of digital marketing technology, e.g. ad servers, programmatic media platforms/DSPs, DMPs, etc. are a plus.