Customer Success Manager

Mediarithmics is a next generation CDP, which provides the best of CDP (Customer Data Platform), DMP (Data Management Platform) and alliances capabilities. 
We are able to work with any type of ID (Individual Device) and onboard data from any source with no compression or aggregation — providing our clients with a true 360 degree view of their customers. 
We work with some of the most advanced and data centric clients across Europe (Channel 4, Fnac-Darty, Havas Media, TF1, Canal+, Mulliez Group, Cdiscount Advertising…)

OPERATIONS

• Manage with a good level of autonomy and proactivity his/her client portfolio and deliver on exceptional customer experience from the onboarding onwards.
• Ability to have a proactive communication, orchestrating the right internal resources to align, track and follow customer business goals
• Ensure a high level of customer satisfaction at every level of the organisation by structuring the account in a customer centric way: understand business goals, track mediarithmics ROI, organise QBR and informal lunches with the right stakeholders, gather and provide feedback to product teams, have an excellent communication with the client
• Facilitate a quick client onboarding to ensure they rapidly adopt the platform, use it with a maximum autonomy and experience a quick ROI
• Specify functionally development requests (project costing, define teams to be involved, anticipate plannings), prioritise and monitor their implementation (in run)
• Ability to anticipate potential problems, propose, carry out and escalate if necessary corrective actions in collaboration with the SA and technical teams
• Manage with a certain level of autonomy complex situations with the client with an exceptional level of communication.
• Ability to identify customer at risk and collaborate with other teams to provide an actionable plan
• Advise clients in the use of the mediarithmics platform to bring them to autonomy
• Collaborate and make sure clients’ documentation reference is updated on our different tools: architecture guide, use cases in place, QBR minutes…
• Continuously propose business insights and functional evolutions of mediarithmics product

BUSINESS

• Conduct regular account reviews with clients (QBR) in order to:
• Identify the ROI of the platform
• Identify new business opportunities
• Identify operational & support challenges
• Identify opportunities and qualify up-sell opportunities on his/her accounts in order to strengthen partnership and maximise NRR
• Manage the financial growth of accounts (fight against churn, identification of upsells, …)
• Qualify and direct the business expectations of mediarithmics customers towards use cases of value for the customers and mediarithmics
• Help on building strategic relationships with senior client stakeholders: understanding their priorities and business objectives, and helping them to achieve these through using our product.
• Support the sales teams in the downstream management of prospects, in the drafting of commercial proposals or in the organisation of meetings

INTERNAL COLLABORATION

• Participate in the development of the CSM team at mediarithmics : new tools to be prospected, documentation of team processes and practices on internal tool, UserGuide documentations
• Participate in the recruitment process & onboard new entrants
• Contribute to extend mediarithmics’ market penetration with Sales / Marketing / CSM : participation in sales meetings, RFIs / RFPs, marketing events
• Transforming our clients into mediarithmics best advocates and identify opportunities for new case studies, articles, webinars.
• Become the internal and external reference point for mediarithmics in its areas of expertise (particularly Retail, Retail Media, CPG, Publisher): competition, market needs thanks to regular trainings provided by mediarithmics or an external entity.
• Success in this role is based on 2 main KPIs Net Dollar Retention measured at a team and at an individual level:
• Net Retention Rate (€)
• CSAT score and NPS

• You are a Customer Success Superstar — you have a proven track record of achieving customer management goals whilst adapting to a fast moving environment
• We expect a minimum of 5 years experience in ad tech / data / marketing technology companies working with large Enterprise accounts — if you have less and think you are suited to the role, please challenge us
• You have worked with direct clients in the UK / Internationally, including
• some of the sexiest brands in retail, media, broadcast, telecoms etc.
• You have a high attention to detail — which has helped you communicate successes and solutions with your past customers
• You can work with autonomy and agility with limited supervision, the force is strong with you
• You are a team player — you can demonstrate that you work well with a
• group to achieve a common goal, aligning with our values
• English language first with bilingual an advantage
• You are open to travel where required