Job Title: Customer Success Manager

Location: New York, NY 10012

Duration: 6 months

Contract Type: W2 only

Pay Rate: $94.01/Hour

The Opportunity:

• We are seeking a Customer Success Manager to work in our Digital Media team to service large Advertising Agency and SI customers.
• In this role, you will work with our customers to build strong partnerships, drive adoption of our emerging solutions and ultimately ensure they realize value from their investment.
• In addition, you can expect to work closely with a cross-functional client ecosystem including Account Executives and product specialists to develop new value propositions, build awareness, and reveal new growth opportunities.

What You'll Do:

• Be accountable for Customer’s overall success with client, including utilization of client’s solutions, customer health and satisfaction and renewal readiness.
• Act as the main point of contact throughout the Customer post-sales lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Collaborate with senior level account collaborators to efficiently implement the customer's strategy and roadmap.
• Deliver an exceptional customer experience through proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to meet customer business goals.
• Inspire innovation and thought leadership by sharing resources and new ways your customers can use client’s solutions to accelerate and advance their creative process.
• Identify customer risk, and partner with the client’s ecosystem team to establish and carry out risk mitigation and improvement strategies.
• Relay the voice of the customer internally at client – sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
• Lead ongoing initiatives that help continuously improve our approach and effectively secure our customer’s success.

Required Skills:

• Bachelor’s Degree and/or relevant work experience
• 10+ years of related experience in the advertising agency space and/or technology services (Customer Success, Consulting, Business Development, client-side experience, etc.)
• Knowledge of the Advertising and/or Professional Services industries
• Passion for driving customer success and measurable outcomes
• Shown effectiveness handling a portfolio of large, complex, and strategic enterprise customer accounts at a senior level
• Exceptional interpersonal, presentation, and communication skills, both verbal and written
• Ability to prioritize, multi-task, and perform under pressure
• Strong communication and social skills, with the ability to navigate and mediate conflict and cultivate joint partnerships
• Existing knowledge of software in digital marketing and/or digital media space
• Expert at Program Management within large organizations, helping to inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans
• Effective at leading executive C-level discussions, presentations, meetings, and workshops
• Flexibility to travel (approx. 20%)
• Familiarity with Adobe Creative Cloud tools like Photoshop, Illustrator, InDesign, as well as Adobe Firefly and Adobe Express a big plus.