Manager Of Customer Success (Remote)

• Manage, coach, mentor, and enable sMedia’s Customer Success Team.
• Strategize the team’s objectives and outcomes in line with the company objectives.
• Ensure the team is well-trained, and motivated to perform optimally.
• Continually assess the team’s output and approach to customer interactions.
• Empower your team to resolve escalations and situations independently, and add more value to clients.
• Build relationships with key accounts, and provide support for escalations.
• Monitor and recommend improving systems, processes, and integrations where needed.
• Work closely with internal departments to improve the customer experience and sMedia’s products.
• Manage, forecast and report on your team KPIs

• Communicate proactively with your team and cross-functionally
• Coach and mentor the CS team to meet their best performance
• Enable the team with knowledge, ability, and accountability to make decisions and manage their books of business.
• Identify training needs and knowledge gaps.
• Lead initiatives and conversations to improve the customer experience outside of your department.
• Use department and organization KPIs to evaluate results.

• Assess and improve internal processes.
• Assist the team with any queries/support they require.
• Ensure the correct systems are used for daily operations.
• Ensure projects and client requests are completed in a timely manner
• Collaborate with internal teams to ensure we address client needs.
• Deal with client escalations, concerns and appraisals where necessary.
• Maintain clean department data and records

• Know sMedia products and services.
• Understand the industry and industry trends.
• Understand digital analytics, tagging and advertising
• Understand the customer and their needs

• Constantly evaluate team performance and initiate areas of improvement.
• Identify and implement systems to streamline work processes where necessary.
• Evaluate department performance against KPIs and create strategies and plans to overcome any shortfalls

• Set growth and retention targets and assist the team in meeting them.

• Retention Rate
• MRR
• Product Saturation

• Minimum of 2+ years’ experience in a management role with a preference for experience managing a remote team
• Minimum of 5 years experience as a Customer Success Manager
• Knowledge of the automotive industry
• Minimum of 2 years experience in Digital Advertising & Analytics

• Self-motivated and self-starter
• Ability to work independently without close supervision, but thrives on advice and collaboration with team members.
• Passion for technology and data
• Strong analytical skills with the ability to translate data into insights
• Strong understanding of digital marketing
• Natural ability to network, connect the dots, build relationships, and enhance relationships
• Ability to work on multiple priorities and/or projects simultaneously
• Strong customer relationship skills with excellent verbal, written, and presentation skills
• Highly organized with great attention to detail
• Curious, driven personality with an entrepreneurial mindset
• Ability to identify problems and find solutions
• Ability to understand client objectives and evolving needs
• Ability to identify opportunities that will add value for clients
• Ability to handle escalations and high-touch clients
• Ability to coach a high-performing team
• Ability to perform quality assurance on your team

What you’ll get from sMedia

• Fully remote role; work from anywhere!
• Extensive health and dental benefits package
• 20 vacation days annually, plus an additional week in December for the holiday season.
• 10 paid sick days available annually
• Paid day off on your birthday
• Time built into your work schedule for your professional development
• Ability to make an impact and be part of a team that values feedback and cross-functional collaboration