Customer Success Manager

Technical Customer Success Specialist

With a leadership mandate to aggressively scale Client internally and externally, the Client team is seeking a dedicated customer success role to ensure an excellent experience for all insights product users. The Technical Customer Success Specialist will be an expert on Client, handle customer service requests, triage bugs/feature requests, answer product questions, and help users extract business insights from Client data. They will also serve as a product expert to assist in go-to-market engagements and product training sessions. The ideal candidate is innately curious, has a background in software customer success, and a track record of delivering impactful insights.

Business Case

Insights are Client's differentiator and the company is investing heavily in infusing insights functionality into numerous products. Specifically, Client is slated to scale to thousands of internal and external users in 2025. It needs to ensure the product delivers an exceptional experience that cements insights as Client's key value-add.

• Maximize our Insights Product Investment: Client is currently heavily investing in building, testing and bringing Client to market. To maximize our impact, we must provide users with a product experience that establishes Client as a vital business partner.
• Protect our cross-functional team's capacity: Currently, our ~500 monthly internal users plus ~200 Publicis users are asking 10-30 questions a day about the product. These questions are: almost always timely in nature, and are likely to increase dramatically as we scale Client to additional Advertising Agency HoldCo clients.
• Cement the value of Client: While Client is already delivering industry-defining outputs, it can't answer many common questions that Client's data can. This risks users building a constrained mental model of the insights they can get from Client. Having a dedicated customer success person to supplement the product's current capabilities will help users understand the art of the possible.

Workflows Supported

• Frontline customer service support - field customer support tickets and filter true system bugs, feature requests from user errors to alleviate pressure on on-call engineers.
• Customer success consultation - help users get the most out of Client and answer questions using Global Insights utilities that can't yet be answered in the product.
• Technical expert for GTM activations - provide intimate knowledge of Client and Client data capabilities for qualified go-to-market engagements and product training sessions.

Skills

• Customer/Client Service Background: The ideal candidate has experience servicing customers - either through a formal customer service background or experience servicing clients at an agency. As the frontline external point of contact for Client, this background is necessary to ensure smooth interactions.
• SQL and Dashboarding Capabilities: The ideal candidate will have at least basic knowledge of dashboarding and SQL. This skillset will enable them to supplement the Client product via using and enhancing existing Global Insights utilities.
• Experience in stakeholder-facing insights or analytics: The ideal candidate will have experience delivering insights to internal or external stakeholders. This experience is necessary to ensure they can help provide users with impactful insights.