Customer Success Specialist

Appcast; Greater London; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

Appcast in London is seeking a Customer Success Specialist to manage relationships with enterprise clients and optimize recruitment advertising spend across platforms.

You will work on a hybrid basis, blending office time with remote work, and act as the client's advocate while partnering with internal teams to deliver value and reach KPIs.

Qualifications

• Experience in customer success, account management or related client-facing role.
• Strong analytical skills using data and platforms to tell a clear story.
• Cross-team collaboration across Sales, Strategy, media, product and development.

Responsibilities

• Build and maintain relationships with clients as their main contact, advocate and partner, including international needs.
• Own a portfolio of client accounts and understand their recruitment marketing goals and KPIs.
• Track client advertising spend daily, weekly and monthly, using data to inform budget decisions and reports.
• Collaborate with Sales, Strategy, media, product and development teams to resolve issues and deploy multi-channel strategies.
• Educate clients on Appcast's platform, campaigns, data and updates, ensuring proactive communication.

Skills

Customer success

Account management

Data analysis

Cross-functional collaboration

Communication skills

Jira

Slack

Microsoft Teams

Education

Bachelor's degree or equivalent

Tools

Jira

Slack

Microsoft Teams

Job description

Appcast is the global leader in programmatic recruitment advertising technology and services. With advanced technology, unmatched market data and a team of the industry's best recruitment marketers, Appcast's technology and services manage job advertising annually for enterprise clients across industries. Headquartered in Lebanon, N.H. with offices in the U.S., Canada and Europe. Appcast is part of the Stepstone group, a leading digital recruitment platform that connects companies with the right talent and helps people find the right job.

Job Description

Due to expansion in our European business, we are looking for a new colleague to join our highly skilled, hardworking and friendly team in London. We work on a hybrid basis blending time at the Stepstone Group offices with working from home.

Reporting to the Manager - Customer Success International, the Customer Success Specialist manages relationships with Appcast's large, strategic customers. They will oversee clients' recruitment advertising spend, help them navigate Appcast's software and managed services, and ensure they get maximum value from the solutions. They will also manage a portfolio of accounts, develop a strong understanding of each client's recruitment marketing needs, and act as an extension of their team to help achieve their goals. The Customer Success Specialist will work with clients to leverage Appcast's data and strategic capabilities to deliver the results, serving internally as the client's advocate and externally as the client's true partner.

Key responsibilities:

• Build and maintain strong, meaningful relationships with Appcast's clients as their main point of contact, advocate and true partner, including large, strategic customers with international recruitment advertising needs.
• Own and support a portfolio of client accounts, gaining a deep understanding of each client's recruitment marketing goals, desired outcomes and KPIs, while helping manage complex account activity such as reporting, campaign launches and audits.
• Track and manage client advertising spend on a daily, weekly and monthly basis, using Appcast data and performance insights to proactively identify budget issues, recommend solutions and deliver regular reporting, status updates and quarterly business reviews.
• Partner cross-functionally with Sales, Strategy, media, product and development teams to investigate issues, support multi-channel recruitment strategies, launch overseas media where needed and solve client-facing challenges.
• Empower clients with education and information on Appcast's platform, campaigns, data, product enhancements and technical updates, exceeding expectations through clear, proactive communication and follow-up.

Qualifications

• Professional experience in customer success, account management, client services or a similar client-facing role that requires problem solving on behalf of customers, preferably in a technical, software, recruitment marketing or media environment.
• Strong analytical skills, including experience working with data, technical platforms and analytical presentations to identify trends, tell a clear story and make practical recommendations for clients.
• Adept at cross-team collaboration, with the ability to work creatively and solutions-orientated across Sales, Strategy, media, product, development and other internal partners to resolve complex client issues.
• Excellent written and verbal communication skills, with the confidence, tenacity and attention to detail needed to manage complex customer conversations and communicate across platforms such as Slack, Jira and Microsoft Teams.
• Highly organized and able to prioritise, follow up and work independently across time zones, with recruitment marketing experience highly valued and a bachelor's degree or equivalent experience preferred.

Additional Information

• We're the best at what we do.We're the global leader in programmatic recruitment advertising. With advanced technology, unmatched market data and a team of the industry's best recruitment marketers.
• We have an amazing culture driven by great people.Headquartered in Lebanon, N.H. with offices in the U.S., Canada and Europe, Appcast is part of the Stepstone group. To better understand our company culture, read Our Story and check out Working at Appcast on our website.
• We take care of our employees.We're dedicated to creating an inviting environment where individuals from diverse backgrounds can thrive and develop. We believe in providing competitive compensation and comprehensive benefits, ensuring our team can support their loved ones and one another. We enjoy fostering a sense of community through dedicated employee networks, fun gatherings, delicious food, and even welcoming furry friends into our workspace. We live our values each day including volunteering and giving back to our communities.

All your information will be kept confidential according to EEO guidelines.

Appcast is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.