Customer Success Manager, Sydney

What You'll Do

• Build deep client relationships to deliver best-in-class customer service to Spotify’s advertiser and agency partners.
• Act as the client’s primary point of contact, fielding requests & questions and communicating directly with clients throughout the sales and campaign lifecycle
• Own the RFP response and media planning strategy across all buying channels
• Regularly participate in client meetings to deepen relationships via high value client engagement, including campaign prep & launch, ongoing optimization recommendations, campaign reporting, and wrap ups
• Partner with cross-functional internal organizations to structure campaigns to meet client KPIs and deliver desired outcomes
• Oversee the campaign set up, launch and activation processes, including creative production management, spec review, asset collection, and ensuring proper creative trafficking across managed and biddable buying channels
• Monitor campaign pacing, delivery and performance reporting and optimize/revise media plans to meet client objectives
• Leverage campaign reporting and insights to proactively identify, pitch, and close incremental and expansion opportunities to help grow the business
• Manage projects involving complex work streams and cross-functional collaboration (internally and externally)
• Serve as the product expert by educating clients and their agencies on Spotify’s new and existing products, as well as advising on best practices and bespoke campaign optimizations
• Review, interpret and present data, including brand measurement studies, providing comprehensive campaign insights, recommendations, and learnings via effective data storytelling
• Own the post-campaign analysis with learnings and recommendations to drive repeat business
• Collaborate cross-functionally on initial billing and revisions to ensure invoices are accurate and delivered on time
• Adhere to internal best practice guidelines, processes, and operating cadences

Who You Are

• You have a Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business
• You have a minimum of 3 years experience in digital media, planning and/or buying,including at least one year with hands on experience across a biddable channel or platform
• You have strong industry knowledge and a desire to grow within the digital media industry
• You have a strong understanding of advertising performance metrics and the advertising ecosystem
• You have a reputation of providing world class customer service
• You have the ability to translate client requests to make recommendations that meet business objectives and deliver desired outcomes
• You have the ability to craft impactful sales rationale stories by using data and research
• You are a highly organized and focused multi-tasker with strong attention to detail who can work independently within a team focused organization
• You have the ability to work effectively with cross-functional teams and all levels of management (internally and externally)
• You thrive in a fast-paced, deadline and detailed oriented environment and have excellent verbal, written, and presentation skills
• You possess strong presentation and communication skills
• You have excellent dexterity in excel and powerpoint, and have experience working within CRMs, OMSs, ad servers and other digital media tech systems.

Where You'll Be

• This role is based in our Sydney office
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home