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