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Customer Success Manager, Grabads

2 weeks ago

Singapore Grab Full time

Job Description:
Get to know our Team:
GrabAds allows Advertisers, Agencies, and Merchants to engage the Grab Audience via innovative online and offline advertising experiences.Through our unique ecosystem and transacting user base, our clients are able to reach their desired audiences at scale, while driving measurable business outcomes.

We would like You to join our journey to create value for our users, drivers, merchants, and advertising partners, while continuing to make everyday lives better across Southeast Asia.

Get to know the Role:
Our Customer Success Managers are core to our client-centric business. They are on the front lines working with our Grab Sales, Operations, and Support teams to train, activate, support, and grow Grab’s self-service advertising user base. Ensure campaigns are successfully running GrabAds Platform.

The Role and Responsibilities:

- Operation excellence, follow business processes defined in the Self Serve Operation Handbook and continue to document new experiment and findings to improve workflow and team knowhow
- Data driven, metric focused, monitor Self Serve performance report on daily basis, enable GrabAd’s self-service advertisers’ success.- User Training/ workshops: Support marketing to develop the material, administer training such, and scale the training and activation process for internal and external users of the platform.
- Responsible for advertisers activation, develop troubleshooting and support process to ensure success
- Advertisers acquisition & retention: work closely with country comms & regional Marketing & CRM teams to drive adoption and engage advertisers throughout lifecycle
- Country engagement, work closely with stakeholder functions and build relationships and long term partnership. Ensure activation process smoothness, Execute effective comms strategy and successful campaign execution.
- Work closely with strategy, product and marketing teams to communicate root causes for customer success or failure. Provide input for product enhancement and development through mex Feedback collection sessions such as survey, advertiser panel, user group, roundtable etc.
- Assist in the development of new business opportunities and collaborate with the strategy & sales team to find additional business & up-sell opportunities.

The Must Haves:

- Education: Bachelor’s Degree required (preferred)
- Work Experience: Mature profile with 5+ years of experience in sales/ consulting in fast paced B2B companies in the tech, digital sectors or growth startup sectors. Advertising preferred
- Excellent communication & presentation skills with the ability to transmit across different level stakeholders. Sound understanding & experience of digital Ads Ecosystem both Online & Offline
- Process driven business approach with a passion to enable business teams to drive business improvements focussed on demonstrable impact. Experience leveraging sales enablement tools (CRM, Content, Marketing Automation, etc )
- Team Player with the ability to work across a matrix environment in a fast paced environment.
- Strong organizational skills with the ability to manage multiple concurrent projects
- Ambitious, self-driven and highly motivated individual who can work well in a startup VUCA (Volatile, Uncertain, Complex, Ambiguous) environment. Should have a deep desire to excel and develop a career in a fast growing tech company. Should have demonstrated integrity and respect in the performance of their duties.