Customer Success Manager

Summary

The Customer Success Manager (CSM) is responsible for most of the interactions with the media owner (Vendor) that consumes tech products, such as Ad Server, SSP, Units Catalog, Exposure Dashboards, DSP, and Media Planner as well as any other that may be developed in the future.

The CSM's goal is to increase the revenue paid by Vendors (subscriptions, tech fees, etc.) as well as the volume of Ad plays we are getting from them. The CSM remains to be on the first line of support for any request coming from the Vendor and likewise, the CSM supports the media team.

The key value that CSMs can bring is in making Vendors comfortable and happy working with us.

The Vendors should experience a high-level service when they are dealing with us

Job Duties

• Bachelor’s degree or equivalent practical experience.
• 3–5 years of account management or related experience.
• Lead onboarding and integration activities and training.
• Manage customization efforts required for client success.
• Informs the Media team about new capabilities and opportunities that are coming from the Vendor.
• Perform platform training and product demos for the Vendor’s team during the onboarding process.
• Be responsible for getting accurate data from the media owner regarding the inventory and prices and make sure that this information is up to date.
• Collaborates with the tech team and media team to resolve any issue with the Vendor.
• Be the first to respond to any incoming request from new and existing clients.
• Consolidate feedback from clients for product, engineering bug fixes and enhancements.
• Handles other duties as assigned.

Interpersonal Skills

• Shows good knowledge of the OOH industry and key players.
• Expresses ideas and thoughts well verbally and in written form.
• Selects and uses appropriate communication methods and varies communication style to meet needs.
• Exhibits good listening and comprehension.
• Balances team and individual responsibilities and contributes to a positive team spirit.
• Adapts to changing priorities and finds workarounds for delays or unexpected events.
• Writes clearly and informatively.
• Demonstrates original thinking and creativity.

We believe that each team member makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities outlined in a job description. Therefore, this job detail is designed to outline primary duties, qualifications, and job scope, but not limit the employee or the organization to just the work identified. It is our expectation that each team member will offer his/her services wherever and whenever necessary to ensure the success of our endeavors and to pursue individual career growth.

We are an equal opportunity employer offering a dynamic, fast-paced work environment and a team-focused culture.

Qualifications

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to the safety or health of employees or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Education & Experience

Bachelor's degree (B.A. or B.S.) from four-year college or university or equivalent practical experience; 5+ years of working in the OOH industry either on the buy-side or sell-side, though working experience on the Vendors side would be preferred. Knowledge of programmatic DOOH buying models and industry standards. Knowledge of multiple functional areas such as customer support, sales, finance or marketing.

Language Skills

Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.

Computer Skills

Most required work is almost exclusively on the computer, but the computer is not itself the focus of the position. Must be adept at using various applications including database, spreadsheet, report writing, project management, word processing, and presentation creation/editing. Can communicate by email and use scheduling software.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to settle disputes and issues with the Customer while remaining calm and professional.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop. While performing the duties of this job, the employee is, on very rare occasions, exposed to outdoor weather conditions. The noise level in the work environment is usually quiet to moderate.

WE OFFER:

• Competitive salary
• Full-time contract
• Private health insurance
• Free parking spot
• Being part of the most disruptive esports tech company with constant innovation and exploring new frontiers
• Friendly, yet professional environment – a welcoming team
• Largely flexible work structure and hours
• Office gym
• New features, new projects, and new clients all the time, including in-house IPs we build
• Pet-friendly office

We require you to send us a nicely structured CV. The focus should be on your skills and passion for the gaming/esports industry.

TwogNation’s team does not care about your gender, religion, origin, or other irrelevant things. If you want to give your application the “little extra”, then please highlight your motivation, attitude, volunteering, similar or otherwise connected jobs/projects, direct or cross-industry applicable skills and your ambitions, and how you see yourself in a few years from now, as we strive to support your career actively.

Location: TwogNation offices in Rakovica, Belgrade

Work model: Hybrid, working model that requires a few days in the office and the rest can be done from home.