Position: Client success manager
Company: Piano
Experience required: 2y
English level: fluent

This role has the following responsibilities:

Deliver value to a portfolio of media clients by providing day-to-day account management and operational support that retains and grows client accounts:

Operate as the lead point of contact for assigned client accounts
Build strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth
Proven work experience as a Customer Success Manager in AdTech, MarTech, SaaS or Programmatic media buying/selling
Guide clients in configuration and utilization of our platform to suit their business needs and deliver ongoing value
Monitor client performance on the platform to share best practices and identify new business opportunities that result in ongoing value delivery, and identification of expansion opportunities
Serve as a secondary contact for inquiries and bug fix requests, collaborating with technical engineering team to deliver solutions (primary is our Support team)
Manage high impact requests or escalations to completion; ensure timely delivery of service
Identify and define internal management processes and tools that strengthen our ability to deliver to clients
Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities
Create and share client case studies that exemplify successful and unique use and performance of our platform
Manage and update CS CRM to ensure timely and proper data capture for company visibility, tools alignment and proactive account management
Detect, negotiate and close up-selling, renewals and business opportunities
Experience connecting disparate data sets (first, second, third party data) using a DMP, identity link and/or data aggregators is a plus


We are looking for candidates to meet the following requirements:

Proven work as an Account Manager or Customer Success role
Solid understanding in one or more of the following areas: Identity Management, Marketing Science, Campaign Performance Reporting, DMP/data solutions, Ad Operations, Subscription business, etc is preferred
Interpersonal skills and presence to build relationships and influence key client stakeholders
A flair for client communication and understanding of customer behavior
Strong listening, consultative, and presentation abilities
Knowledge of digital media monetization, media industries, online marketing
Analytical thinking and ability to identify trends and patterns
A take-initiative attitude and proactive approach to client needs/issues is a must
Sense of urgency; ability to problem solve and troubleshoot in a timely manner
Solid organizational, prioritization, and load balancing skills
Facility with productivity tools (MS, Apple, Google)
Articulate communicator, and solid listening skills
Basic technical knowledge is a plus, but not required (Javascript, HTML)


Applicants for this position should have authorization to work in this jurisdiction without sponsorship from the Company.