Account Manager

Piano Overview

Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics, and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform. Headquartered in Amsterdam with offices across the Americas, Europe, and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, IBM, Kirin Holdings, Jaguar Land Rover, LinkedIn, Nielsen, The Wall Street Journal, and more. Piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by the World Economic Forum, Red Herring, Inc., and Deloitte. For more information, visit piano.io.

Position Overview
We are looking for someone with a minimum of 3-4 years of account management experience to help support our clients across the EMEA & UK regions. With our end-to-end solution from advertising to subscriptions, we are looking for someone with Adtech, digital subscriptions, or publishing experience. This is an opportunity to join a dynamic working environment, contribute to the growth of an exciting company, leverage an established global Client Success discipline, and forge an exciting career path forward.

This role has the following responsibilities:

• Deliver value to a portfolio of media clients by providing day-to-day account management and operational support that retains and grows client accounts:
• Operate as the lead point of contact for assigned client accounts
• Build strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth
• Proven work experience as a Customer Success Manager in AdTech, MarTech, SaaS, or Programmatic media buying/selling
• Experience connecting disparate data sets (first, second, third party data) using a DMP, identity link, and/or data aggregators
• Guide clients in the configuration and maintenance of our platform to suit their business needs and deliver ongoing value
• Monitor client performance on the platform to share best practices and identify new business opportunities that result in ongoing value delivery, and identification of expansion opportunities
• Serve as a secondary contact for inquiries and bug fix requests, collaborating with the technical engineering team to deliver solutions (primary is our Support team)
• Manage high-impact requests or escalations to completion; ensure timely delivery of service
• Identify and define internal management processes and tools that strengthen our ability to deliver to clients
• Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities
• Create and share client case studies that exemplify the successful and unique use and performance of our platform
• Manage and update CS CRM to ensure timely and proper data capture for company visibility, tools alignment, and proactive account management
• Detect, negotiate, and close up-selling, renewals, and business opportunities

We are looking for candidates with the following skills:

• Proven work as an Account Manager or related role
• Solid understanding in one or more of the following areas: Identity Management, Marketing Science, Campaign Performance Reporting, DMP/data solutions, Ad Operations, Subscription business, etc is preferred
• Project management capabilities are a plus
• Basic technical knowledge is a plus (Javascript, HTML)
• Interpersonal skills and presence to build relationships and influence key client stakeholders
• A flair for client communication and understanding of customer behavior
• Strong listening, consultative, and presentation abilities
• Knowledge of digital media monetization, media industries, online marketing
• Analytical thinking and ability to identify trends and patterns
• A take-initiative attitude and proactive approach to client needs/issues is a must
• Sense of urgency; ability to problem solve and troubleshoot in a timely manner
• Solid organizational, prioritization, and load-balancing skills
• Facility with productivity tools (MS, Apple, Google)
• Articulate communicator, and solid listening skills
  
• Fluent in English, other languages a plus