Customer Success Manager

Description:

Full Job Description

Job Description:

IAS is looking for an experienced and highly motivated Customer Success Manager to join our Customer Success team in Sydney, Australia. The Customer Success Manager will partner with our local Technical Account Management and Customer Success Leadership teams to successfully onboard, retain, grow and engage at a high level with tier 1 client accounts. The primary focus of this role is to shorten time to value realization, cement strong relationships with key senior level stakeholders, and ultimately achieve renewals for our most valued accounts.

We pride ourselves on our open, collaborative culture as well as our Wellness & Tech benefits, hybrid working model, travel opportunities (if required), highly competitive remuneration package and many more that I'd love to share with you. If you're interested in growth / development opportunities and working with a wonderful Customer Success team, IAS could be your next home!

What you’ll do:

• Oversee the lifecycle and all aspects of client health including on-boarding, value realization, and renewal, while spearheading further adoption of IAS services for several highly strategic accounts

• Act as the lead point of contact and account owner for all matters specific to our top tier 1 clients, providing insightful solutions and escalate when required

• Responsible and accountable for achieving quarterly individual targets

• Develop trusted, consultative relationships with key client stakeholders and act as the lead point of contact for all queries specific to your client patch

• Own and lead client meetings, including the presentation of Quarterly Business Reviews, data analysis and strategic engagement as well as providing resolutions for problems in a timely manner.

• Master thorough knowledge of IAS products and services to ensure the timely and successful delivery of our solutions, according to the needs and objectives of each client

• Understand client goals and communicate and advocate for clients’ needs internally.

• Identify at risk opportunities and work with internal and external stakeholders to build and enact solutions.

• Act as a thought leader within the larger Customer Success team to share industry learnings and demonstrate best practices

What you’ll need:

• Ideally 4+ years experience in a client-facing role within a media agency, tech company (SaaS model) or demand side platform

• Strategic, commercial mind-set and a keen understanding of AdTech, SaaS or MarTech

• Understand the digital advertising ecosystem of advertisers, agencies, platforms, publishers, and media technology partners

• Proven track record of delivering strong commercial outcomes and forging strong high-level relationships with agencies and marketers directly

• Strong analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable recommendations

• Salesforce proficiency is ideal