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USA At tvsquared

Location: New York, New York

Job Description

Role overview:

Are you passionate, innovative and client obsessed? If yes, then you need to join our growing global team! We work hard but have lots of fun too. This position is based in our New York office on Broadway, a few minutes’ walk away from Times Square.

This is a hybrid technical and customer facing role. The role will require a strong understanding of TV media, a deep level of data analysis ability, and the ability to communicate with clients at both a technical and senior exec level. Previous experience in a technical consultancy environment would be advantageous.

Responsibilities:

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

o Be responsible for the technical set-up, ensuring all data is being provided correctly

o Ensure the TVSquared models are configured appropriately to address the clients’ requirements

o Work with clients to ensure they are confident users in the platform and can perform the analysis they need and expect

o Drive long term retention of clients by ensuring they have the industry knowledge to drive ROI from the results the products present

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

o When required, work with the Development team to build out customized solutions required for onboarding

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

o Be main contact for technical questions, issues and requests

o Co-ordinate internal teams to execute client requests and communicate timescales and outcomes to the client

o Assist the Account Manager to identify areas to grow accounts with additional products, brands or customization

o Manage the migration of clients to updated versions of products and provide guidance when onboarding new products

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

= Provide an escalation point for junior members of the Client Services Team

o Provide guidance and best practice on challenging issues and requests

o Assist with the Head of Client Services to roll out new processes, tools and knowledge across the wider team

o Assist in training of new members of staff as appropriate

= Provide feedback to the wider business on clients’ requirements and industry trends

o Provide client insight to the Product teams to ensure future development meets client needs

o Assist the capture of client requirements for the Product and Development teams

Skills & Experience:

= Technical degree or equivalent

= Strong grasp of statistical/mathematical fundamentals

= Excellent client communication skills

= 2 years + experience in a client support or success role

= Superb problem-solving skills

= Analytics background

= Ability to work independently

= TV Industry experience, especially in the buying of media