Customer Experience Specialist

Customer Experience Specialist

We work in the Advertising digital space.

Are you experienced in digital advertising? Do you thrive in a fast paced advertising ecosystem? Do you love being flexible and agile while maneuvering customer expectations in advertising technology?

Netsertive's Customer Experience Specialist plays a key role in managing and growing customer relationships across. This position is responsible for owning a book of business, ensuring customer satisfaction, retention, and revenue growth through strategic account management and consultative selling.

The ideal candidate is a dedicated, agile, and organized professional with a passion for continuous learning. Someone who keeps up with marketing and technology trends and is always adapting to meet customer needs! You deliver excellent customer service, confidently upsell additional products and services, and proactively look to drive value to our customers. A successful candidate is a strategic thinker, an excellent presenter and communicator, and a natural problem solver.

The Customer Experience Specialist is accountable for the day-to-day management of assigned customers and serves as the primary point of contact for their needs. This role works cross-functionally with internal team members such as Corporate Program Managers, Strategy, and Execution teams to deliver solutions that align with our customers' goals and objectives.

Key responsibilities include:

• Manage and grow a portfolio of multi-location business accounts within the Franchise Brands, Multi-Location Retailers, and Automotive Brands business segments.
• Serve as the primary account manager and internal liaison, coordinating projects and initiatives that support retention and revenue growth.
• Act as a subject matter expert on company products, ensuring customers understand and leverage the full value of our solutions.
• Manage account planning cycles, resolve issues, provide training, and build strong relationships with key customer stakeholders.
• Deliver data-driven insights and consultative recommendations to help customers achieve their business objectives.
• Identify opportunities to expand services within the existing customer portfolio.
• Build and maintain relationships with multi-location business owners and key stakeholders to gain insight into corporate strategies.
• Lead strategic account calls, conduct performance reviews, and represent the company at customer events and industry conferences.
• Collaborate with internal teams to develop effective campaign strategies.
• Maintain accurate and up-to-date account information in the CRM (Salesforce) and adhere to account management processes, including contract updates and forecasting.

Qualifications include:

• 2+ years of demonstrated experience in strong technical aptitude, analytical capabilities, and experience with the advertising technology ecosystem
• Minimum of 2 years of experience in account management, customer success, or a related B2B customer-facing role.
• Comfortable and confident presenting data and telling a story for key and actionable customer insights.
• Must have outstanding organizational skills with a strong attention to detail and be process-driven.
• Demonstrated ability to manage multiple priorities and deliver results under tight timelines.
• Excellent communication, presentation, and relationship-building skills.
• Ability to work collaboratively across departments in a fast-paced environment.

What We Offer:

• Competitive salary and performance-based bonus opportunity
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Professional development opportunities, including training and certifications
• Hybrid work environment, 2 days (Monday and Thursday) in the RTP office and 3 days remote
• A dynamic, collaborative culture that values innovation and creativity

Benefits:

• 401(k) 3% Match
• AD&D insurance
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Volunteer time off

Application Question(s):

• Please share the name of the company(ies) where you gained at least 2 years of experience in on going relationship and account management as the main point of contact in a client-facing role.
• Please identify the company(ies) listed on your resume where you gained at least 1-2 years of experience in digital advertising.
• Do you have a strong understanding of ad tech and the advertising ecosystem?
• Will you now or in the future require Visa sponsorship?

Work Location: Hybrid remote in Morrisville, NC 27560