Senior Customer Experience Manager

4 weeks ago

Manhattan Beach, California, United States Teads Full time

At Teads, we value the experiences that our clients have with our brand at every step. We believe that:

  • Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients.
  • The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is too small to perfect.
  • By being proactive and intuitive, we can leave our clients feeling energized.

About the Role

Teads is looking for a highly motivated, driven, and tactical Senior Customer Experience Manager who will be tasked with both pre-sale strategy and post-sale activation. You will work closely with our Sales team and will be an integral part to their success. You will have a portfolio of anywhere from 15-30 strategic client initiatives (varies based on clients).

Responsibilities

  • Providing RFP (Request for Proposals) strategy to execute and ensuring storytelling is consistent across all departments, including creation of client presentations, media plans, and forecasting.
  • Ensuring new products are introduced strategically and in line with commercial/operational guidelines.
  • Leading kick off calls for upcoming campaign launches with client/agency stakeholders.
  • Assist in onboarding of customers to our self-service buying platform.
  • Work closely with Sales on pre-sale client needs & communication.
  • Be the lead point of contact for all client communication post-sale.
  • Lead preparation for campaign activation through clear and concise communication efforts with the client.
  • Oversee post-sale process, including but not limited to: campaign set-up, pacing and delivery, incremental revenue generation and post campaign analysis.
  • Effectively work with our Associate CX team for screenshots, tagging needs, reporting requests, avails pulls, site list requests & other tasks.
  • Analyze performance data to highlight key trends.
  • Plan and execute multiple incremental revenue prospecting plans each quarter in collaboration with Sales.
  • Help internal staff development through consistent and thorough knowledge-sharing exercises.

Qualifications

  • A minimum of 5 years of relevant work experience at a digital media agency, publisher, SSP, DSP or AdTech company.
  • Vast digital media industry knowledge and vested passion in understanding how trends impact day-to-day work, such as, but not limited to:
    • Programmatic Advertising
    • Performance Advertising (direct response)
    • Header Bidding
    • Open RTB Protocol
  • Has a proven track record of exceptional time management – effectively plans long-term and big picture projects, while maintaining day-to-day effectiveness.
  • Continually promotes and achieves high standards of quality at work, applies attention to detail to execution and constantly looks for problems to solve and ways to improve.
  • Has a track-record of meeting (or surpassing) ambitious goals in a fast-paced, competitive environment over a sustained period of time.
  • Demonstrates comfort engaging with highly strategic clients, is an avid problem solver, proactive and a creative thinker.
  • Is adept at navigating the intricacies of tactical systems and processes (e.g., third party ad servers, verification vendor platforms, DSPs, Salesforce, etc.)
  • Cultivates and maintains strong, productive relationships with a range of internal and external stakeholders.
  • Possesses exceptional written and verbal communication skills.
  • Takes a collaborative approach to their work; understands the limitations of their own perspective and works hard to understand the interests/perspectives of others.
  • Ability to work in a fast-paced environment, manage multiple accounts, and meet deadlines.
  • Ability to help train and mentor more junior members on the team.
  • Proficiency in Excel and PowerPoint.
  • Please note, we're on a hybrid work schedule and require working three days per week in the office.

The base salary range is $70-80K; Salary does not include other forms of compensation or benefits offered in connection with this role. This role is eligible for a discretionary quarterly bonus and/or commission payments based, in part, individual and company performance relative to pre-established targets. Pay is based on various non-discriminatory factors including but not limited to experience, education, and skills.

===== ABOUT TEADS ======

Teads operates a leading, cloud-based, omnichannel platform that enables programmatic digital advertising across a global ecosystem of quality digital media. As an end-to-end solution, Teads' modular platform allows partners to leverage buy-side, sell-side, creative, data and AI optimization technologies.

For advertisers and their agencies, Teads offers a single access point to buy the inventory of many of the world's best publishers and content providers. Through exclusive global media partnerships, Teads enables advertisers and agencies to reach billions of unique monthly users in brand safe, responsible advertising environments, while improving the effectiveness and efficiency of digital ad transactions.

Teads partners with the leading marketers, agencies and publishers through a team of 1,200+ people in 50 offices across more than 30 countries.

We're committed to creating a dynamic work environment that values diversity and inclusion, and represents employees across a variety of skill sets. We embrace contributions from all ages, sexes, races, ethnicities, religions, sexual orientations and gender identities.

#LI-Hybrid

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