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Customer Success Lead
hace 3 semanas
About the Role
Catalina Marketing is seeking an experienced Customer Success Lead to join our team. As a key member of our Customer Success and Business Consulting team, you will play a critical role in delivering exceptional post-sale experiences for our CPG, Retail, and Data Services customers.
As a Customer Success Lead, you will be responsible for establishing strong relationships with customers, executing detailed media campaigns, and managing revenue delivery and in-flight optimization for all media campaigns in-flight for assigned customers. You will also collaborate with internal sales contacts to recommend in-flight revenue management tactics and document overall campaign performance vs. customer KPIs.
Responsibilities
- Establish relationships with contacts at multiple customers while executing detailed media campaigns
- Partner with customers from campaign initiation through conclusion, acting as point-person for status updates, in-flight performance and optimization opportunities, and overall campaign performance against strategic objectives
- Manage revenue delivery and in-flight optimization for all media campaigns in-flight for assigned customers
- Drive decision-making and actions to optimize media campaigns based on client-defined KPIs, leverage best practices and historical campaign trends
- Collaborate with internal sales contacts to recommend in-flight revenue management tactics, document, and report overall campaign performance vs. customer KPIs, and identify upsell/cross-sell opportunities
- Monitor customer health by gathering regular feedback and tracking relevant data points; partner with Sales to advocate for next steps in support of maintaining and improving customer health
- Partner with Sales to present regular business reviews and post-campaign KPI results with assigned customers
Qualifications
- College degree in marketing, advertising, communications, economics, or business degrees preferred, or more than 5 years of job experience in any of these areas
- Minimum 1-3 years Catalina experience in Delivery, Analytics or Business Consulting required or 3 years industry experience in Customer Success, Brand Insights, Promotions, Advertising, Marketing, Digital Marketing or Campaign Management
- 1 year of experience with exposure to digital media buying RTB and Programmatic experience/knowledge is a plus
- Marketing background and understanding of marketing frameworks and tools preferred
- Strong analytical, problem-solving skills; data analysis, brand management
- Effective time management skills, demonstrating an ability to prioritize and meet concurrent deadlines
- Exceptional written and verbal communications skills, including active listening, assertiveness, and persuasion; presentation skills required
- Demonstrated ability to self-motivate, focus on results, multitask in a fast-paced, team environment, creatively overcome obstacles, work in teams, and be flexible
- Customer mindset with a focus on customer orientation, responsiveness, building external and internal partnerships, handling difficult situations, and does not sacrifice overall quality to satisfy the customer in the short-term
