What you will do and achieve

• Working with Sales, co-own the relationship with your assigned customers from launch through their lifetime with Digitalzone - focusing on long-term program renewals & success while Sales owns revenue expansion responsibilities.
• Build and cultivate consultative customer relationships with business stakeholders to ensure strong strategic growth.
• Track and monitor all customer issues and requests through resolution, ensuring customers are updated efficiently and regularly.
• Work collaboratively with the product team to push customer needs as an advocate for the customer / voice of the customer within the business.
• Build and maintain success plans amongst key stakeholders within Digitalzone and at the customer to achieve growth objectives and KPIs.
• Run and maintain regular cadence calls with customers and internal teams to maintain customer engagement and demonstrate value.
• Have a mindset to find a better way of doing things - continuous improvement and review of processes.
• Evaluate risk of churn and proactively evade dissatisfaction.
• Educate customers on the capabilities of the product and how to maximize ROI.
• Delivery of campaigns
• Performance against customer goals and objectives

Basic Qualifications

• 3-5 years of B2B experience
• 1+ yrs working on programmatic display, in addition to content syndication

Preferred Qualifications

• Ability to assess customer use cases and provide suggestions leveraging the product to address their needs.
• Experience in Customer Success Management or Account Management
• Intermediate knowledge of Microsoft products: PowerPoint, Excel, SharePoint, Outlook, OneDrive, Teams
• Nice to have experience in or knowledge of different MarTech.
• Conflict resolution and problem-solving skills.
• Project management skills - ability to manage the setup, delivery, and success of a customer’s campaign from brief to completion.
• Proven experience building strong customer relationships and efficiently communicating internal and external voices.
• Excellent written, verbal, presentation, and phone communication skills, with the ability to adapt conversations for technical and non-technical audience.
• Communication: professional presentation and interaction skills with both customers and internal teams. Written communication to be clear and concise.
• Stakeholder alignment: ability to assess the organizational structure and pain points of customers to successfully drive strategic guidance and value.
• Project planning: plan and ensure execution of customer programs including launch prep and partnering with Operations on setup, configuration and customization including both landing pages and integrations.
• Self-motivated: proactive approach to delivering service to customers finding ways to add and demonstrate value
• Detail-oriented: highly organized, methodical problem solver, ensuring all issues are managed to completion.
• Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers’ KPIs.

Measures of Success in The Role/KPIs

• Teamwork
• Churn rate
• Revenue Retention
• Customer retention