Senior Customer Success Manager (AdTech Experience Required)

Senior Customer Success Manager (Singapore) - AdTech Experience Required

Employment Type: Full-Time
Location: Remote, Singapore
Level: Mid to Senior

About the Role

We are looking for dynamic, data-driven and charismatic candidates to join our Customer Success team here in Singapore, with focus on building and growing our portfolio in EMEA. Successful candidates will be able to establish and maintain active relationships with client accounts through regular and consistent engagement, demonstrating deep market knowledge and programmatic expertise. 

What will you do?

• Present Pixalate solutions to key clients within the programmatic ecosystem, including major sell-side platforms (“SSPs”), demand-side platforms (“DSPs”), ad exchanges, agencies and publishers
• Maintain awareness of client needs and opportunities for expansion
• Understand competitive landscape, new industry developments and standards
• Drive positive customer success outcomes: retention, expansion, churn reduction, client advocacy and account lifetime value
• DriveEnsure Pixalate product adoption, client satisfaction and account health
• Be recognized as a consultant or business extension to client organization

What do you need to know?

• Programmatic digital advertising sufficiently well to communicate client requests to Pixalate’s technical teams
• Deep understanding of Ad servers/exchanges/DSPs/SSPs and the role of each in the digital advertising ecosystem
• Differences and similarities among digital advertising channels (e.g., display, mobile web, in-app mobile and OTT/CTV)
• Invalid traffic (IVT) and viewability in the context of digital advertising

What skills, education and experience should you possess?

• BA/BS degree in technical, business or other related field (or equivalent experience)
• Minimum 3 years experience in client-facing customer success, technical account management and/or technical sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks or other digital advertising technology vendors
• Excellent time management and organizational skills
• Ability to maintain poise under stress, especially when resolving time-sensitive issues
• Understanding of ad-tech ecosystem terminology and ad operations tools and practices (e.g., campaign optimization, javascript, tagging, cookie, macros and platforms)
• Highly skilled in MSFT Excel (e.g., pivot tables and graphs) and Salesforce (e.g., reporting and dashboards); and familiar with Google Drive (i.e., Docs, Sheets and Slides) and Jira (or comparable issue tracking systems)
• Ability to manage/influence professionally and effectively through persuasion, negotiation, and consensus building
• Data-driven, analytical and process-oriented
• Excellent written and verbal communication / presentation skills
• Self-starter capable of thriving in a startup environment
• Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment

What will you oversee?

• Onboarding
• Training
• Customer Support
• Business Reviews and Reporting
• Subscription Renewals / Cross-sells / Up-sells
• Account health assessments
• Advocacy

Would you like working at Pixalate?

• Everyone’s a data addict and an analytical thinker
• Titles don’t mean much; you attain respect by producing results
• We appreciate small, highly-productive teams
• Slack is a way of life; short emails are encouraged
• We hold a fearless attitude in high esteem
• We worship bold ideas
• Chess players do well
• We revere collaboration, collaboration, collaboration!