Customer Success Associate

Strong organizational capabilities
Ability to plan for what you need to do
Ability to anticipate multiple outcomes and plan for each scenario (Chess)
Ability to source/obtain information that you don’t inherently possess
Ability to navigate disparate internal and external resources
Not easily swayed from getting information necessary
Ability to craft & present summary of value delivered from customer’s perspective
Able to demonstrate an understanding of clients’ business goals and objectives, and ensure our solutions are aligned with their success criteria
Track record of Identifying opportunities for upselling and cross-selling to achieve revenue growth targets
Ability to digest how product/process change might impact a customer’s business
Ability to communicate why change is disruptive and empathize with customer
Strong Analytical Skills
Advertising agency experience — either directly within agencies and in partnership with them

Support Account Directors on Holding Companies to ensure products purchased are being utilized and that clients are receiving business value (and can articulate the ROI story)
Drive Adoption Across accounts
Assist with QBR planning, holistic account strategy, and cross-team collaboration with the larger account team
Provide the AD with the client research and performance metrics needed for their account planning and strategic advice to clients
Develop and deliver performance metrics and recommendations for Business Reviews and ongoing client calls with the AD. These will enable the AD to provide best practices to clients
Proactively identifies risks at least 6 months in advance
Identify upsell and expansion opportunities for CL/ AD
Performance metrics and open space analysis are provided to the AD to help with renewal and upsell conversations.

Enterprise SAAS CSM or AM experience, with specific emphasis on Data Analytics, Cloud, Collaboration, or Identity
Minimum of 2-3 yrs as CSM/Account Manager
Must have experience with accounts $2M+ in ARR, or negotiation and project management skills
Nice to have experience in managing 3-5 highly strategic accounts
Or have experience managing 20+ $500k+ accounts at once
Familiarity with LiveRamp and its role in ecosystem, either from brand client or platform side
Familiarity with Clean Room solutions, Measurement and/or Collaboration use cases
Familiarity with Salesforce or other CRM Software
Experience drafting QBRs, executive summaries
Experience managing renewals and partnering with Sales on upsells/cross-sells
Strong Organizational and Project Management skills
Advertising Agency experience- either working at or directly with agencies
Nice to have: Internship experience during college prior to entering the workforce
Multiple roles across adtech/martech either on Sales side or Buy side (Brand/Agency)