Recooty | Head of Customer Success
3 weeks ago
Job Responsibilities
Reporting to SVP & Head APAC, you will be a key strategic driver for establishing Tapad’s Identity platform in APAC. Your job is to ensure customer success for our marketer partners by utilizing the Tapad platform to achieve their digital sales and distribution goals. Focusing on Tapad customers in APAC, you will have end-to-end responsibility for data on-boarding, identifying relevant marketing use cases, campaign execution and ongoing optimizations of relevant workflows. You are able to leverage your expertise in data-driven marketing to identify growth opportunities. You are highly service-oriented and ensure that our customers are empowered to create maximum value through the use of Tapad’s platform.
Responsibilities
Serve a portfolio of strategically important Telco accounts and be accountable for customers' success with Tapad's Data & Distribution platform
Identify local data partner and liaison with internal BD teams
Identify and manage local resellers
Pre-sales and account management for Tapad'sidentity solution
Create and own plans for launching and scaling of each assigned account
Ensure positive business outcomes for customers, as reflected by increased usage of the platform and customer satisfaction
Develop trusted relationships with decision makers in each account, understand their strategic goals, and develop customer success plans to further these goals
Collaborate with relevant teams in Tapad (Sales, Engineering, EPL etc) and orchestrate necessary resources to execute customer success plans
Maintain a deep understanding of relevant technology and products in order to be an effective strategic advisor to customers
Understand the level of adoption of Tapad's technology and products, and assess customer risks
Provide world-class service and partner training
Provide structured input to relevant product development teams based on partner feedback
Responsible for customer satisfaction
Conduct QBRs with all paid and trial customers
Responsible for contract maintenance and renewal
Recurring regional travel required
Skills Required
Self-starter who thrives in a fast-paced environment
Proven ability to work independently and deliver impact across multiple functions in a start-up / early phase environment
Proven track record of creating customer success
5+ years experience in SaaS sales, customer success management or consulting
Deep knowledge of the adtech/martech ecosystem, its workflows and the opportunities and challenges it presents
Deep understanding of people marketing and the various data sources needed to facilitate it
Ability to evangelize the value of new technology platforms
Excellent communication skills
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