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Manager, Customer Success

iSpot.tv

iSpot.tv

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Saturday, June 29, 2024

iSpot.tv competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle’s hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great.

About iSpot

iSpot.tv helps advertisers measure the brand and business impact of TV and streaming advertising, from concept to airing to conversion. Fast, accurate and actionable measurement and attribution solutions enable advertisers to assess creative effectiveness, enhance media plans and attribute advertising results for cross-platform campaigns, all while benchmarking against competitors and historical norms. Unlike legacy and ad hoc solutions, iSpot is purpose-built to measure the performance of every ad on television with digital-like precision and granularity in real time. With always-on performance insights unified across linear and streaming TV, advertisers can take quick and confident action to consistently drive business results.

About You

You’re a people-person with 5 - 10 years of experience in working in a client-facing role with mid to senior level personnel. You’re comfortable collaborating with various stakeholders (customers and internal cross-functional teams) to service client accounts.

You are

  • A proactive communicator: You are extremely responsive and effective with both written and verbal communication
  • Highly organized and detail oriented: You pay close attention to textual detail while processing information
  • A critical thinker: You apply critical thinking through inductive and deductive reasoning as you navigate and solve problems
  • An analytical storyteller: You posses numerical reasoning with a strong aptitude for data and have skill in interpreting data across a wide range of applications
  • A problem solver: You identify problems and analyze data to create actionable insights and textual information to make effective decisions
  • Naturally curious and passionate: You are constantly seeking to learn new things and understand how to improve

What You’ll Do

You will work with a dedicated team on assigned client accounts providing day-to-day strategic guidance and support across iSpot’s product suite.

  • Evaluation and analysis of adoption of modules/services:
    • What is or is not being used?
    • What frequency is the client accessing?
    • Who are the power users on the account?
  • Position new opportunities/products with client team and run demos with customized positioning to meet clients pain points
  • Manage contracting and the renewal process for your book of business
  • Manage a team of Customer Success Specialists focused on operational customer support
  • Evaluate and provide recommendations for process improvements related to the customer journey
  • Engage with client team to understand GTM strategy & product marketing support
  • Develop analyses and storytelling to aid and assist client in driving impact and alignment with the clients critical event to achieve goals
  • Develop and cultivate strong customer relationships while continually seeking opportunities to showcase how to drive business impact
  • Collaborate across the organization, including Data Science, Custom Analytics, Product and Sales, as a client advocate to ensure resolution and delivery on requests
  • Work efficiently and effectively, equally as part of a team and independently, to resolve client requests and inquiries
  • Extract data insights from the iSpot platform and generate unique and compelling insights for clients
  • Exhibit a passion and energy for storytelling based on data insights and genuine interest in TV media attribution and optimization
  • Leverage your previous analytical experience and approaches to inform customer discussions and develop data-driven solutions and insights for your customers
  • Develop strong relationships with key customer contacts (executive and operational) in order to achieve a trusted-advisor status
  • Identify new product expansion and analytics services opportunities within your customer base
  • Utilize appropriate resource materials to effectively and accurately interpret, respond to and resolve customer inquiries and problems

Other

  • Bachelor’s degree or equivalent
  • Advertising measurement/attribution experience preferred
  • Deep understanding of media planning, media buying, advertising technology, and digital media with an emphasis on linear TV, OTT/Streaming, Addressable
  • Experience working for or with media publishers preferred but not required
  • Proven success working in a fast-paced, high growth environment
  • Experience managing a small team (1-2 individuals) preferred
  • The NY area is preferred but will consider remote

Tools You Will Use:

  • Atlassian Suite: Confluence, JIRA and Slack
  • CRM Tools : Salesforce/Gainsight and Highspot
  • Google Suite
  • Microsoft Office Suite, with a heavy emphasis on Excel and PowerPoint
  • Chorus

Target cash compensation range: $109,350 - 137,780 Annually

This role's variable compensation is based on quarterly targets and is paid quarterly at an 80/20 base/variable split.

We are committed to providing competitive, market-informed compensation. The cash compensation above includes base salary, variable commission for employees in eligible roles, and annual bonus targets for eligible roles. In addition to cash compensation, all full time iSpotters are eligible to participate in iSpot’s equity plan to receive stock options. Non-exempt roles will also be eligible for (pre-approved) overtime pay. Individual compensation packages are influenced by different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

For more information on total rewards package, go HERE

Hybrid & Flexible Workplace Policy

iSpot supports a hybrid and flexible workplace. Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee. A hybrid work schedule indicates that you work in the office some days and work from home other days. The best hybrid workplaces allow for flexibility while also encouraging consistency.

Those local or living in surrounding areas to one of our offices (Bellevue, WA; El Segundo, CA; New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week. While those in a role, not office-based and located further away from our offices, will work a fully remote schedule. If you have questions regarding exact details of our hybrid & flexible workplace policy, please let your recruiter know and they will discuss with you further.

#LI-Hybrid

If you don't feel you met every single requirement for the role, don't rule yourself out. Please apply anyway!

iSpot.tv is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact our HR team.

California Residents applying for positions at iSpot.tv can access our California Consumer Privacy Act here.