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Customer Success Manager At TVSquared Ltd

Location: New York, New York

Job Description

Role and Responsibilitiestext-align:justify;background:white'>Are youpassionate, innovative and client obsessed? If yes, then you need to join ourgrowing global team! We work hard but have lots of fun too.text-align:justify;background:white'>This positionis based in our New York office, on Broadway a few minutes walk away from TimesSquare.text-align:justify;background:white'>This is ahybrid technical and customer facing role. The role will require a strongunderstanding of TV media, a deep level of data analysis ability, and theability to communicate with clients at both a technical and senior execlevel. Previous experience in a technical consultancy environment wouldbe advantageous.

= Own the on-boardingand initial BAU phases of the client journey from a technical perspective

o Be responsible forthe technical setup, ensuring all data is being provided correctly

o Ensure the TVSquaredmodels are configured appropriately to address the clients requirements

o Work with clients toensure they are confident users in the platformand can perform the analysis they need and expect

o Drive long term retention of clients by ensuringthey have the industry knowledge to drive ROI from the results the productspresent

o Liaise with Sales, Account Management and Pre-salesto ensure a smooth transition of clients into BAU

o When required, work with development team to buildout customised solutions required for on-boarding

= Work with Account Managers to provide ongoingdedicated technical management for high priority clients

o Be main contact for technical questions, issues andrequests

o Co-ordinating internal teams to execute clientrequests and communicating timescales and outcomes to the client

o Assist the account manager to identify areas togrow accounts with additional products, brands or customization

o Manage the migration of clients to updated versionsof products and provide guidance when on-boarding new products

o Provide ongoing technical and industry knowledge toclients to enable long term retention

= Provide an escalation point for junior members ofthe Client Services Team

o Provide guidance and best practice on challengingissues and requests
o Assist with the Head of Client Services to roll outnew processes, tools and knowledge across the wider team
o Assist in training of new members of staff asappropriate

= Provide feedback to the wider business on clientsrequirements and industry trends

o Provide client insight to the product teams toensure future development meets client needs
o Assist the capture of client requirements for theproduct and development teams


Candidate Requirements

= Technical degree or equivalent

= Strong grasp of statistical/mathematicalfundamentals

= Excellent client communication skills

= 2 years + experience in a client support or successrole

= Superb problem-solving skills

= Analytics background

= Ability to work independently

= TV Industry experience, especially in the buying ofmedia


Deadline:

Please submit your application as soon as possible as we arelooking to schedule interviews over the coming weeks.