Customer Success Manager

DHRP are delighted to be partnering a leader in providing innovative solutions for marketing on the Facebook platform. Working with well-known brands around the world our client are one of a select group of companies to have achieved the coveted Facebook ‘Preferred Marketing Developer’ (PMD) status. As one of a limited number of companies with access to Facebook’s Ads API, they have taken their heritage and expertise to develop a suite of Facebook performance marketing tools designed for smart online retailers.

Responsibilities:

• Manage and develop strategic customer relationships, translating needs into high-impact solutions
• Develop, implement, and manage the tactical project plan for a variety of customer initiatives
• Become a trusted adviser for customers, ensuring campaign success through dissemination of best practices, product expertise, and training
• Become an expert on the use and best practices of the companies platform
• Determine campaign set-up, including testing methodologies, reporting needs, and optimization requirements
• Train customers how to use the product in a self-service capacity
• Work with a cross-functional internal team to implement solutions and ensure full impact and efficiency of customers’ campaigns
• Use data and analytics to account for campaign results and develop actionable, strategic, and tactical guidance to maximize customer ROI
• Lead the monitoring and reporting of campaign performance and proactively communicate any issues to internal teams and customers
• Attend and lead weekly / daily activity review calls with internal teams and customers
• Update customers on new feature availability in the companies tool
• Take customer feedback and communicate it to the product team

Specific skills that we are looking for:

• Good knowledge of the Facebook ads offering is essential
• Experience using Facebook’s Native Ad tools (Power Editor, ad creation tool, Ads Manager) or any 3rd party Facebook Ad tools
• Experience in Facebook performance marketing
• Substantial analytical & spreadsheet skills with the capacity to solve problems and draw conclusions based on collected data
• Good understanding of other digital marketing / performance marketing platforms
• Flair for working in a consultative, customer-facing role
• Proactive approach to identifying and solving issues
• 1 year professional experience. Preferably in SAAS
• Prior experience in sales, account management or customer success
• Prior experience in an implementation/consultant role is a plus
• Comfortable handling a high volume of calls/emails
• Assertive, positive and effective communication skills both written and verbal with considerable attention to detail
• Fast learner, adept at understanding and articulating new technologies and corresponding value propositions on the fly
• Ability to thrive in a dynamic, fast paced start-up environment