What we’re looking for

We are looking for a Client Success Manager who will service and nurture Tangoo’s key accounts in order to drive adoption of our services.

This critical function is responsible for the happiness of the customers through onboarding new customers by engaging executive teams in the launch, driving ongoing adoption and optimization strategies, and managing renewals. In the long run drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed. Internally, they will be working with colleagues to uncover new business opportunities and improve our product.

As a strong fit for this role, you are chiefly responsible for building and maintaining strong relationships in order to boost client retention. You will think strategically, are collaborative, and have the drive to commit and carry out great ideas. 

Your responsibilities include (but are not limited to):

• supporting Sales colleagues during pitching, negotiation and program launch to become the lead of contact once campaigns go live
• defining, in collaboration with Sales and Marketing, business proposals, attribution models, commission structures and reporting tools
• developing trusted customer relationships for strong and long lasting partnerships, and maintaining frequent contact with clients to provide performance updates and identify brand needs, by direct periodical meetings, phone and written contacts;
• creating personalized decks to drive quarterly meetings;
• advising on clients’ digital strategies and educating advertisers on Tangoo’s offered services across channels and devices;
• offering exceptional account servicing through a proactive and creative approach, actively managing clients’ expectations and delivery while addressing their queries in an effective and timely manner;
• identifying possible upgrades to the deal (upselling and cross-selling) and successfully closing deals with clients;
• proactively creating opportunities to reach meaningful outcomes for clients, negotiating for favorable conditions whenever relevant and necessary in order to achieve revenue and margin goals;
• negotiating additional budgets along with upselling new products;
• determining budgets, monitors exposure, produces forecasts;
• maintaining a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement;
• identifying super customers to act as our ambassadors (through testimonials or case studies);
• collaborating closely with Sales to support pilot customers, renewals, and expansion opportunities;
• representing the Voice-of-the-Customer to inform our sales process and product roadmap;
• working closely with team members in order to support contract renewals and expansion opportunities.

Qualifications and Requirements:

• educated to college or degree level (BA/BS minimum)
• 3+ years of online marketing experience managing advertising campaigns
• excellent understanding of programmatic platforms (DSPs) and their functions and strategies
• result-oriented approach with excellent analytical skills
• full understanding of the digital ecosystem: programmatic advertising, performance marketing, retargeting.
• proficient in HTML, Excel, Power Point and CRM tools;
• fluent in English, and although not necessary, any additional languages will be a plus;
• able to travel as needed to meet clients;

The perfect candidate possesses:

• a strong ability to prioritise work and resources across engagements based on short and long-term needs
• customer service experience with excellent relationship building and interpersonal skills (stakeholder management)
• great presentation skills and communication abilities
• an ability to work under pressure and with short deadlines, and are a team player
• experience working in a dynamic, high energy culture and are tech-savvy with an affinity for innovative and emerging technology;
• an innate curiosity to learn ‘why’ and ‘how’ and have a self-starter personality;
• resilience, and are adaptable while remaining decisive and professional;
• unquestioned ethics and clarity around doing right by our customers, your co-workers, and for the company;
• empathy, and a positive attitude with a desire to help our customers reach their goals;
• a results-driven mentality, with a bias for speed and action