Customer Success Manager

**Overview**:
At Foundry, formerly known as IDG Communications, Inc. and rebranded on February 17, 2022, we have played a key role in every major milestone, announcement, and development in modern technology since 1964.
Originally established as the publishing arm of the International Data Group (IDG), we distributed newspapers, magazines, and books globally, featuring prominent brands such as CIO, ChannelWorld, ComputerWorld, PCWorld, and many more.
Today, at Foundry we continue to lead the world by helping companies bring their visions to reality through a combination of media, marketing technologies and proprietary data. Our technology platforms are powered by data from our owned and operated ecosystem of global editorial brands, prestigious awards, and events, all engineered and integrated to drive marketing campaigns for technology companies. While we harness the power of algorithms, optimisation, and automation, what truly fuels our success are the meaningful connections and trusted relationships we cultivate.
What truly sets our hearts on fire is our unwavering belief in technology as a force for good. We are not just bystanders; we are the architects of positive change. With wisdom as our guide, we are spearheading progress in various crucial areas, such as championing diversity and inclusion, democratising tech accessibility, and championing women in leadership roles.

**Responsibilities**:
As the Customer Success Manager, you will work closely with our talented sales team to effectively set up, monitor, and report on innovative digital programs for our technology clients. This is an excellent opportunity for anyone interested in online marketing to develop strong digital skills while gaining hands-on experience in the dynamic world of B2B tech marketing and data services.

**Responsibilities**:

- Coordinate and maintain demand generation campaigns using the Company's first party data, and a variety of tools and technologies that are integrated with the Company's lead generation and technology stack.
- Recommend effective optimization and delivery adjustments to improve campaign performance.
- Support the Outside Sales team through scheduled and proactive account management.
- Respond in a timely manner to general and specialized client requests, such as implementation, payment, reporting, and product-related questions.
- Work with the Operations team to be sure assets and instructions are implemented correctly. Assist in troubleshooting any ad creative issues that affect tracking, implementation, or reporting.
- Monitor scheduling and delivery of campaigns using multiple systems & teams.
- Assume responsibility for renewals and growth on assigned accounts.
- Communicate with internal departments on status and issue updates and resolution, technical requirements to software engineers, campaign updates and milestones, management-level summaries, and issue escalation.
- Build strong relationships with clients & agencies assigned.
- Possess a strong drive to meet and beat deadlines and KPIs.

**Qualifications**:

- Bachelor’s Degree or relevant years of experience.
- Minimum of 1 year of relevant customer service experience, although recent graduates will also be considered.
- Proficiency in both written and verbal English communication.
- Exceptional oral and written communication skills, ensuring clear and effective interactions with clients and team members.
- Demonstrates strong organisational abilities, efficiently managing tasks and responsibilities.
- Highly reliable and a dedicated team player, committed to supporting the success of the team and the organisation.
- Capable of handling multiple deadlines, phone calls, and projects with ease, maintaining composure and effectiveness under pressure.
- Quick and decisive thinker, adept at making well-informed decisions promptly.

About the Benefits
- Work-Life Balance: Enjoy flexible work arrangements that allow for a balanced approach between WFH and the office.
- Additional Leave Options: We offer extra leave options to support your personal needs and enable you to recharge.
- Learning and Development: Access our comprehensive learning and development program, empowering you to expand your skills and knowledge.
- Volunteering Initiatives: Engage in meaningful volunteering opportunities, contributing to the community and making a positive impact.
- Diversity and Inclusion: Take part in our Diversity and Inclusion Council, where you can help shape a more inclusive workplace culture.

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