What are the responsibilities and job description for the Client Success Manager position at Shuttlerock?
Client Success Manager
Location : Austin (open to other cities)
Direct Reporting Line : VP, Client Success
As a Client Success Manager (CSM) at Shuttlerock, you will play a pivotal role in ensuring our enterprise clients derive value from partnering with us. You will be the primary point of contact for clients, guiding them from onboarding through to the successful execution of services. Your focus will be on building strong, strategic relationships, understanding the client's content and creative needs, and collaborating with internal teams to deliver exceptional service and results. Success in this role is evaluated based on revenue retention, revenue growth and client satisfaction.
Key Responsibilities :
Client Relationship Management : develop and maintain long-term relationships with enterprise clients, serving as their trusted advisor and primary point of contact. Conduct regular check-ins and engage with clients during quarterly business reviews where you will influence through performance metrics, recommendations for performance improvements, and strategic discussions on their achievement of advertising and business goals.
Onboarding and training : guide clients through the onboarding process, providing comprehensive training on Shuttlerock's services and platform to ensure effective utilization
Strategic Planning : Understand clients' marketing goals, content needs and creative requirements, and collaborate with them to develop strategies that leverage Shuttlerock's creative solutions to meet their objectives.
Performance Monitoring : track and analyze clients' usage and sentiment of Shuttlerock's creative solutions, and proactively address potential areas to mitigate declining performance and usage.
Issue Resolution : Proactively identify and address any client concerns and challenges, ensuring prompt and effective resolution to maintain high levels of client satisfaction.
Renewals and Growth : Lead renewal and expansion motions directly with clients, proactively resolving risk to mitigate churn and identifying expansion and upsell opportunities leveraging Shuttlerock services that align with the clients' needs, contributing to their success and business growth.
Internal Client Advocate : Be an internal advocate of the client, working closely with cross-functional teams to ensure timely and successful delivery of services according to client needs.
Adoption : leverage industry and client knowledge to drive continual transformation and adoption of Shuttlerock services throughout the clients organization.
Qualifications
- Minimum 5 years' of experience in client success, account management, or a related role within the digital marketing, creative services or ad-technology industry.
- Strong understanding of digital marketing strategies and creative production processes.
- Excellent intrapersonal and communication skills, with the ability to build rapport and trust with clients.
- Proven ability to manage complex enterprise clients, with strong organizational and time management skills.
- Experience in a product / technology company