Customer Success Manager
| Company | Foursquare |
|---|---|
| Location | Seattle, WA, USA, San Francisco, CA, USA, Chicago, IL, USA, New York, NY, USA |
| Salary | $95000 – $115000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- 2-3 years experience in Customer Success or client-facing campaign support roles
- Advertising or social media technical experience is a plus. Examples are web front end programming and troubleshooting, working with DSPs such as The Trade Desk, data and programming concepts (arrays, HTML, JSON)
- Excellent written and verbal communication, discovery, and presentation skills
- Industry expertise in ad tech, with mastery of the landscape, terminology, and excellence in client service. Experience working with ad agencies strongly preferred
- Ruthless prioritization of work activities across your book of business in a fast-paced, dynamic environment
- Ability to consistently apply troubleshooting best practices and provide client-specific communications and documentation
- Strong critical thinking and information retainment skills.
Responsibilities
- Effectively manage the various steps of the Customer Journey including Customer Onboarding, Campaigns Planning/Execution
- Efficiently manage a large and diverse portfolio of customers and set of activities with a strong focus on improving Customer Health and achieving high level of customer satisfaction in collaboration with Sales and Account Management
- Successfully scope, design and implement complex technical solutions designed to help customers achieve positive business outcomes
- Partner closely with your counterpart on the Account Management team to build and execute detailed account plans
- Work cross-functionally with Ops to address client escalations and stay aware of Foursquare’s product direction and future capabilities
- Be the day-to-day contact for your book of business including conduct campaign results readouts, client training/workshops design and delivery, pre-sales support for RFIs/RFP
- Provide customer and market feedback on product/services roadmaps, messaging, and positioning
- Adhere to service level agreements (SLAs) with a sense of urgency and timely, proactive communication
- Take a relentless approach on advocating for your customers
Preferred Qualifications
- Familiarity with ad agencies, publishers, and the ad tech space is highly desirable in this role.