Customer Success Manager

Job Description

Sell what you love. For us and millions of users across the globe, that’s Spotify. Join the Sales team and you’ll build the relationships that help grow our business in existing markets and beyond. We don’t just sell creative solutions to our clients and partners, we help to shape them; using our expert knowledge of ad products, sales channels and the industry to impact the way the world experiences music and podcasts. We are looking for a highly motivated individual to join our Customer Success team. In this role, you will be responsible for supporting the sales cycle from RFP submission to campaign optimization, upselling and wrap up, while providing proactive consultative client service with a focus on both protecting and growing revenue. This client facing role includes strategic planning, consultative selling, project management and data led storytelling. You will be a reliable and crucial market team member who can anticipate and provide solutions to meet ongoing client needs. Above all, your work will impact the way the world experiences music and podcasts.

What You'll Do

• Build deep client relationships to deliver best-in-class customer service to Spotify’s advertiser and agency partners.
• Act as the client’s primary point of contact, fielding requests & questions and communicating directly with clients throughout the sales and campaign lifecycle
• Own the RFP response and media planning strategy across all buying channels
• Regularly participate in client meetings to deepen relationships via high value client engagement, including campaign prep & launch, ongoing optimization recommendations, campaign reporting, and wrap ups
• Partner with cross-functional internal organizations to structure campaigns to meet client KPIs and deliver desired outcomes
• Oversee the campaign set up, launch and activation processes, including creative production management, spec review, asset collection, and ensuring proper creative trafficking
• Monitor campaign pacing, delivery and performance reporting and optimize/revise media plans to meet client objectives
• Leverage campaign reporting and insights to proactively identify, pitch, and close incremental and expansion opportunities to help grow the business
• Manage projects involving complex work streams and cross-functional collaboration (internally and externally)
• Serve as the product expert by educating clients and their agencies on Spotify’s new and existing products, as well as advising on best practices and bespoke campaign optimizations
• Review, interpret and present data, including brand measurement studies, providing comprehensive campaign insights, recommendations, and learnings via effective data storytelling
• Own the post-campaign analysis with learnings and recommendations to drive repeat business
• Collaborate cross-functionally on initial billing and revisions to ensure invoices are accurate and delivered on time
• Adhere to internal best practice guidelines, processes, and operating cadences

Who You Are

• You have a Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business
• You have a minimum of 3 years experience in digital media, planning and/or buying
• You have strong industry knowledge and a desire to grow within the digital media industry
• You have a strong understanding of advertising performance metrics and the advertising ecosystem
• You have a reputation of providing world class customer service
• You have the ability to translate client requests to make recommendations that meet business objectives and deliver desired outcomes
• You have the ability to craft impactful sales rationale stories by using data and research
• You are a highly organized and focused multi-tasker with strong attention to detail who can work independently within a team focused organization
• You have the ability to work effectively with cross-functional teams and all levels of management (internally and externally)
• You thrive in a fast-paced, deadline and detailed oriented environment and have excellent verbal, written, and presentation skills
• You possess strong presentation and communication skills
• You have excellent dexterity in excel and powerpoint, and have experience working within CRMs, OMSs, ad servers and other digital media tech systems.

Where You'll Be

• You will work out of our Sydney office

Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens. Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service. Apply for this job