Customer Success, Smc

1 month ago

London, United Kingdom Snapchat Full time

Snap Inc.

is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are

Snapchat

, a visual messaging app that enhances your relationships with friends, family, and the world;
Lens Studio

, an augmented reality platform that powers AR across Snapchat and other services; and it's AR glasses,

Spectacles


Snap’s Customer Success team is focused on scaled post sales management via high-impact programs that deliver a positive post-sale experience to Snap’s global audience of Small and Medium-sized Customers.

As a Lead, Customer Success you’ll drive rapid execution and iteration of these programs and associated account management levers, informed with data. This includes acting as an external consultant in our most strategic senior level customer relationships, while also scaling impact by identifying and operationalizing opportunities to outsource execution of repetitive tasks via Customer Success Workflows. Ultimately, your goal is to deliver high quality advertiser solutions, tools and programs for our customers, with predictable timelines across geographies. You’ll partner closely with engineering (sales tool engineering, business website engineering, and ads engineering) to devise and coordinate technical solutions to advertiser use-cases, including problems. As the inaugural member of our team based in the London office, you’ll manage complex client challenges and drive revenue growth via scaled account management strategies across our global customer base.

What you’ll do:
- Lead multiple cross-functional workflows, in collaboration with Engineering, Data Science, Marketing Science, Revenue Growth, Insights and Sales teams, that deliver scaled technical advertising solutions to customers.- Build robust advertiser use cases and perform comprehensive opportunity sizing to influence and advocate with Leadership and XFN based on client, vertical and business needs to drive revenue growth and foster strategic partnerships with our global customers.- Deliver robust account management, optimization, and setup best practices in a scaled manner to help our customers hit their business goals with Snap ads.- Partner closely with engineering (sales tool engineering, business website engineering, and ads engineering) to devise and coordinate technical solutions addressing the advertiser use cases.- Provide deep domain expertise to form workflow strategies, processes and execution plans, milestones, KPIs and manage risks.- Lead and execute initiatives in partnership with senior internal stakeholders and identify opportunities to outsource repeatable tasks leveraging outsourced capacity.- Mentor and coach sellers with best practices and promote a culture of learning, experimentation and problem solving to ultimately unblock advertisers.- Lead feedback loops from clients to drive Product improvement initiatives, working closely with the Engineering and Data Science teams to demonstrate revenue impact to leadership to influence prioritization.- Consult with our strategic senior level customers to deliver the most optimal ad products.- Devise scalable growth strategies by advising on product, technical, measurement capabilities and maximizing campaign performance to enhance and deliver on our client’s business goals.- Leverage complex performance data to deliver impactful, data-driven business insights to influence account strategies and at the same time, drive strategic discussions and enhance advertising offerings using insightful data analysis- Drive complex workstreams, including designing, deploying and optimizing programs that leverage outsourced resources to resolve common client friction points and improve business outcomes at scale

Knowledge, Skills & Abilities:
- Strong analytical thinker who thrives in fast-paced and dynamic environments.- Ability to work in a fast paced environment and adaptable to changes.- Ability to manage complex projects, high-impact and complex technical programs.- Strong technical expertise and communication skills- Ability to operate with business acumen with key customers, understanding how long term Snap strategies ladder back to their business goals.- Self-starter with excellent interpersonal and communication skills- Demonstrated ability in planning, building and executing cross-functional projects.- Expert understanding of media management, campaign diagnostics and optimization within a biddable auction advertising environment.- Demonstrated ability to proactively identify and solve problems by analyzing large data sets.- Strong analytical and strategic thinking, with the ability to identify key opportunities and transform them into action.- Expert ability to find ways to overcome major hurdles and unblock spend.-

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