Client Success Manager (Sleepless)

About Sleepless

Sleepless is a performance-driven tech-enabled editing and design team ready to provide solutions for brands and companies that want to expand their creative output. We excel in executing strategies and we are always looking for the best and most efficient way to provide solutions.

About the position

The Sleepless Account Manager’s role is to manage all Sleepless clients' strategies and the client-facing team. They need to harvest from the sales and the onboarding process enough information to put together a team that will be able to serve the right solution for the clients' needs. They will also lead the client-facing people and be in charge of refining their interactions with them, training and interceding when needed. They will also work with the QC, Data Management, Editing, Design and Animation, Media buying, Production, Finance, and the Creative team to make sure that every interaction with the client is aligned with the Sleepless way of communicating. They will be in charge of boosting client relationships and identifying potential crises as well as potential upselling opportunities. They will also make sure that the Sleepless strategy is being implemented operationally. They will also be aware of the profit margins that each client and will take strategic actions to keep them safe. This role is critical to maintain an even level of client interaction.

IMPORTANT!: Candidate should be available to work during Pacific Standard Time

What you will do:

• All Sleepless clients’ satisfaction globally
• Understand and align the teams to the best strategy to satisfy client needs
• Determine the workflows, systems, and best practices for all Sleepless
• Speak with internal and external stakeholders to effectively receive, understand, process, and deliver feedback.
• Train and support the Client Facing teams - you are the Source of Truth on which insights are being collected and responsible for taking them to every other team
• Elevate the quality of edits and concepts suggested by helping to implement all the technical developments with the GM.
• Always think up ways to help us #getbetter - our best ideas come from our teammates.

You are:

• Strategic thinker: You can understand needs and capabilities and define which will be the best course of action.
• Empathic: You can be one step ahead of clients' and stakeholders' problems.
• Process-oriented and organized: Winging it drives you crazy. You strive to have repeatable and streamlined ways to get things done.
• Reliable: You deliver on time and can be counted on. 
• Self-motivated: You don’t need pep talks. You just need to understand what’s needed. 
• Comfortable with uncertainty and ambiguity: we are a startup. The future isn’t clear and you are excited to create it. Things change and that’s ok.
• Good communicator: You listen carefully and excel at written communication. You are comfortable interacting with others internally and externally. 
• Kind: You care about others’ feelings and do your best to be constructive. 
• Team-focused: You want to win and understand that can’t happen without others. 
• Curious: You are always looking for new ways to do old things.

You have:

• Solid English, both oral and written. We are a US-based company.
• Comfort with platforms like Monday.com, Slack and Google docs.
• Demonstrated client relationship management
• Demonstrated high-performance in last roles. Great references for us to talk with. 
• Preferred: experience working on remote teams.

What we offer:

• A hyper-growth startup environment where your work has a real impact on the company.
• Consistent clarity and context from management, who are accessible to everyone.
• 100% remote work, collaborating with a talented team distributed across the globe.
• Competitive salary
• Budget for training
• Flexible paid time off