Digital Customer Success Manager

**Our Team**

The Digital Customer Success Managers are part of a highly motivated team that is privileged to work with the country’s largest CPG companies, Retailers, and Media Agencies. Reporting to the Director, Digital Customer Success, this role will primarily focus on:
Creating audiences for Self-Serve clients to achieve their KPIs Implement Measurement solutions for clients to measure campaign outcomes against the Catalina retailer set Provide Pre &Post-Sales account support

The Digital Customer Success Managers will own the post sales customer journey, from onboarding users, building custom Purchased Based targeting strategies to providing optimization recommendations to drive client KPIs.

Will act as a primary point of contact for Clients to help troubleshoot issues and be the voice of the customer, working with internal teams to act in your client’s best interests.

This role will partner closely with cross-functional teams, including Sales, Product and Analytics, to build out process that will streamline customer onboarding, measurement best practices, in-flight optimization consultation and end of campaign measurement results review. This position is considered a Position of Trust, under Costa Rican legislation.

**Responsibilities**
- Partner with Sales to understand the client’s strategy and KPIs in order to create targeting strategies within internal tools that will have maximum impact on client specific outcomes
- Pull data insights based on client objectives using proprietary systems with direction from Sales
- Work as the client-facing liaison to finalize measurement or campaign details, gathering all needed assets for program execution
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
- Partner with Analytics, Solutions, and Measurement teams to analyze performance results and present outcomes and recommendations to clients
- Work closely with internal account teams to identify risks and growth opportunities and perform periodic business reviews
- Manage all post-sales activity for Catalina’s top business and enterprise customers through strong relationship-building, product knowledge, planning and execution
- Perform project management tasks such as managing timelines, prioritizing critical path work, ensuring tasks are completed and moving per plan and according to deadlines
- Other duties as defined with the Customer Success role

**Qualifications**
- College degree preferred
- 3+ years of experience in Customer Success, Technical Account Management, or other post-sale client-facing roles in a SaaS organization
- 1+ years of experience with exposure to digital media buying RTB and Programmatic experience/knowledge is a plus
- Knowledge of account services and data analytics
- Marketing background and understanding of marketing frameworks and tools
- Demonstrated ability to self-motivate, multitask in a fast-paced environment, work in teams and be flexible
- Strong analytical, problem-solving skills; data analysis, brand management
- Cross functional collaboration and influencing skills
- Solid verbal, interpersonal and written communications skills
- Customer Focus (customer orientation; responsiveness; build partnerships internally; handle difficult situations)
- Innovation (create and foster change; creative problem-solving - analytic and strategic thinking; decision-making)
- Exceptional Personal Qualities (honesty, integrity; self-confidence; maturity, manageability; thoroughness; conviction; learning; realistic)
- Drive for Success (entrepreneurial; display initiative; accountability/ownership)
- Influence Skills (persuasive; assertive; effective communicator; straightforwardness/candor)
- Execution, attention to details, highly collaborative

**About Catalina**

**Diversity, Inclusion + Belongingness**

Catalina is committed to investing in, empowering, and retaining a more inclusive community within our company. We are dedicated to hiring and cultivating diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and a voice to be heard. Our goal is to ensure that all our talented professionals are equipped with support, resources, and the opportunity to excel.
- The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform other job-related tasks other than those specifically included in this description._
- We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace._