Customer Success Manager

What You'll Do

• Build deep client relationships to deliver outstanding customer service to Spotify’s advertiser and agency partners.
• Act as the client’s primary point of contact, fielding requests & questions and interacting directly with clients throughout the sales and campaign lifecycle.
• Be responsible for the RFP response and media planning strategy across all buying channels
• Regularly participate in client meetings to deepen relationships via high value client engagement, including campaign prep & launch, ongoing optimization recommendations, campaign reporting, and wrap ups.
• Partner with cross-functional internal organizations to structure campaigns to meet important metrics and deliver desired outcomes.
• Lead all aspects of the campaign set up, launch and activation processes, including creative production management, spec review, asset collection, and ensuring accurate creative trafficking.
• Monitor campaign pacing, delivery and performance reporting and optimize/revise media plans to meet client objectives.
• Leverage campaign reporting and insights to proactively identify, pitch, and close incremental and expansion opportunities to help grow the business.
• Lead projects involving sophisticated work streams and cross-functional collaboration (internally and externally).
• Serve as the product authority by educating clients and their agencies on Spotify’s new and existing products, as well as advising on standard processes and tailored campaign optimizations.
• Review, interpret and present data, including brand measurement studies, providing comprehensive campaign insights, recommendations, and findings via effective data storytelling.
• Own the post-campaign analysis with takeaways and recommendations to drive repeat business.
• Collaborate cross-functionally on initial billing and revisions to ensure invoices are accurate and delivered on time.
• Adhere to internal standard methodology guidelines, processes, and operating cadences.

Who You Are

• You have a Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business.
• You have a minimum of 3 years experience in digital media, planning and/or buying.
• You have strong industry knowledge and a desire to grow within the digital media industry.
• You have a strong understanding of advertising performance metrics and the advertising ecosystem.
• You have a reputation of providing outstanding customer service.
• You have the ability to translate client requests to make recommendations that meet business objectives and deliver desired outcomes.
• You are able to craft impactful sales rationale stories by using data and research.
• You are a highly organized and focused multi-tasker with strong attention to detail who can work independently within a team focused organization.
• You work effectively with cross-functional teams and all levels of management (internally and externally).
• You thrive in a fast-paced, deadline and detailed oriented environment and have excellent verbal, written, and presentation skills.
• You possess strong presentation and communication skills.
• You have excellent dexterity in Excel and PowerPoint, and have experience working within CRMs, OMSs, ad servers and other digital media tech systems.