Customer Success Manager

TVSquared, the gold standard for TV measurement and optimization, is bringing state-of-the-art analytics to the world of TV advertising – a $208 billion global industry.

TVSquared is the most accurate, same-day television attribution platform in the industry. Delivering improved campaign performance for advertisers, our platform enables any brand or agency to increase ROI and proactively improve the performance of TV advertising campaigns. More than 700 brands, agencies and networks across 70 countries use TVSquared’s platform to improve TV performance by up to 80%.

Headquartered in Edinburgh, TVSquared is an exciting, fast-growing multi-national company with offices in London, New York, Los Angeles, Munich, Miami, Tokyo and Sydney. Our employees make up the best and brightest in business, media, advertising and technology – and because the company is expanding at a rapid pace, we are looking for the most passionate and dedicated people to join our team.

 

Role and Responsibilities

Are you passionate, innovative and client obsessed? If yes, then you need to join our growing global team! We work hard but have lots of fun too.

The role is based in our Edinburgh office. This is a hybrid technical and customer facing role. The role will require a strong understanding of TV media, a deep level of data analysis ability, and the ability to communicate with clients at both a technical and senior exec level.  Previous experience in a technical consultancy environment would be advantageous.

=        Own the on-boarding and initial BAU phases of the client journey from a technical perspective

o   Be responsible for the technical setup, ensuring all data is being provided correctly

o   Ensure the TVSquared models are configured appropriately to address the clients’ requirements

o   Work with clients to ensure they are confident users in the platform and can perform the analysis they need and expect

o   Drive long term retention of clients by ensuring they have the industry knowledge to drive ROI from the results the products present

o   Liaise with Sales, Account Management and Pre-sales to ensure a smooth transition of clients into BAU

o   When required, work with development team to build out customised solutions required for on-boarding

=        Work with Account Managers to provide ongoing dedicated technical management for high priority clients

o   Be main contact for technical questions, issues and requests

o   Co-ordinating internal teams to execute client requests and communicating timescales and outcomes to the client

o   Assist the account manager to identify areas to grow accounts with additional products, brands or customization

o   Manage the migration of clients to updated versions of products and provide guidance when on-boarding new products

o   Provide ongoing technical and industry knowledge to clients to enable long term retention

=        Provide an escalation point for junior members of the Client Services Team

o   Provide guidance and best practice on challenging issues and requests

o   Assist with the Head of Client Services to roll out new processes, tools and knowledge across the wider team

o   Assist in training of new members of staff as appropriate

=        Provide feedback to the wider business on client’s requirements and industry trends

o   Provide client insight to the product teams to ensure future development meets client needs

o   Assist the capture of client requirements for the product and development teams

 


Candidate Requirements

=        Technical degree or equivalent

=        Strong grasp of statistical/mathematical fundamentals

=        Excellent client communication skills

=        2 years + experience in a client support or success role

=        Superb problem-solving skills

=        Analytics background

=        Ability to work independently

=        TV Industry experience, especially in the buying of media

 

 

Deadline:

Please submit your application as soon as possible as we are looking to schedule interviews over the coming weeks.

 

Please upload your CV in PDF format. No agencies please.

 

TVSquared is an Equal Opportunity Employer

The personal data that you provide in responding to this job application will be used for the purposes of evaluating your data and considering you for the position applied for. In the event your application is unsuccessful, we will keep your data on file for a six-month period from receipt to consider you for any future roles we feel may be appropriate for you (unless you object to us doing so). You can see full details of how TV Squared processes personal data of individuals who interact with us on our website at https://tvsquared.com/privacy-policy/.

TV Squared Limited (Company No SC421072), Head Office, is incorporated in Scotland. Its group companies are TV Squared Inc (File Number 5600204), incorporated in Delaware; and TV Squared GmbH (Registered Number HRB 236077), incorporated in Munich. Further details about TV Squared can be found on our website at https://tvsquared.com/.