Customer Success Manager, London

Spotify; London; Hybrid; GBP 35,000 - 65,000; Full time

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 are responsible for supporting the sales cycle from RFP submission to wrap, with a focus on providing consultative client service. This role includes strategy and media planning, consultative selling, project management and data led storytelling. You will be a reliable and crucial team member who can anticipate client needs. Above all, our work impacts the way the world experiences audio.

What You'll Do

• Build deep client relationships to deliver outstanding customer service to Spotify’s advertiser and agency partners.
• Act as the client’s primary point of contact, fielding requests & questions and interacting directly with clients throughout the sales and campaign lifecycle.
• Be responsible for 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 important metrics and deliver desired outcomes.
• Lead all aspects of the campaign set up, launch and activation processes, including creative production management, spec review, asset collection, and ensuring accurate 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.
• Lead projects involving sophisticated work streams and cross-functional collaboration (internally and externally).
• Serve as the product authority by educating clients and their agencies on Spotify’s new and existing products, as well as advising on standard processes and tailored campaign optimizations.
• Review, interpret and present data, including brand measurement studies, providing comprehensive campaign insights, recommendations, and findings via effective data storytelling.
• Own the post-campaign analysis with takeaways 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 standard methodology 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 outstanding customer service.
• You have the ability to translate client requests to make recommendations that meet business objectives and deliver desired outcomes.
• You are able 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 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

• This role is based in London.
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home. We ask that you come in 2-3 times per week.