Customer Success Manager - Tracking Optimization Technologies
Jellyfish Group Ltd, France
Job Description
About Jellyfish and the Technology Solutions team
Jellyfish delivers digital marketing solutions for global blue-chip brands from their 40 offices across the world. Jellyfish’s award-winning combination of technology and talent help it to deliver Paid Media, SEO, Social, eCommerce Analytics and Creative services.
With a global team of over 150+ engineers and product teams, Jellyfish Technology Solutions is on a mission to build enterprise-level technologies to unlock the potential of digital platforms for brands with SaaS solutions like Seelk (eCommerce Analytics), Adictiz (Gaming amp; Creative), Reeport (ETL amp; Dashboarding), Vivid (Creative Workflow), SEO Analytics and more.
This position could be based in Paris or Levallois Perret
As Customer Success Lead, your job will be with the Product Team to drive product global deployment, engagement as well as create and increase sustainable value both for customers over time.
You'll produce onboarding and product adoption efforts over time, and focus on measurable and achievable goals. You'll also be responsible for evangelizing products, training customers as well as building and maintaining documentation and support systems to address users' questions and issues.
The role encompasses several tasks, such as:
- Understand the product roadmap and vision, master all product features, and become a product specialist.
- Be accountable for all the customer operational life cycle: Deployment / Training / Adoption / Engagement / Support / Consulting / Performance measurement
- Identify priority customer and business channels to expand and influence the product roadmap development with the relevant feature to support such expansion
- Ensure cross-team communication between client, product and engineering team.
- Deliver measurement on adoption/retention/satisfaction and business metrics growth.
- Report on product analytics, and business metrics to the product steering committee
- Support and align with the sales teams on all the business milestones : Contract Signature / Upsell / Renewal
The role is focused on our paid media (advertising) as well as tracking amp; optimization products. It is a very transversal position that will involve working with other CSM, sales amp; account managers, product managers, developers, data engineers in addition to capability members (media traders, tracking amp; optimization consultants, etc.).
Requirements
- Fluent in English
- 6+ years experience in customer success
- Strong interpersonal skills to build relationships with customers as well as technology teams
- Solid communication, both verbal and written with the ability to vulgarize' complex and technical concepts those who don't have technical knowledge
- Outstanding empathy and pedagogical quality
- Excellent organization and analytical skills to enforce goals, performance measurement and support product steering
- An in-depth knowledge of tracking, analytics system and tag management systems (Google Analytics, Adobe Analytics, GTM, etc.) is mandatory
- Previous experience and background in media trading (e.g. DV360, Google Ads, etc.) is a plus
Benefits
- Possibilities of multiple evolutions, on different positions and in our different offices
- Competitive salary, based on experience (Fix Salary, Bonus and Anniversary Increase)
- A complete range of training courses and projects to thrive as a digital expert all along your journey within Jellyfish and set you as key contributor of the Technology Solutions department
- 50% contribution on your public transport fees
- Swile Card (ex LunchR)
- Alan for your Health Insurance
- And much more .