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Customer Success Manager, Attention Intelligence Platform

GumGum

GumGum

Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Wednesday, February 7, 2024

GumGum is a contextual-first, global digital advertising platform that uses advanced AI technology to serve captivating creative ads that drive consumer attention, without the use of personal data. At GumGum, we don’t need to know who you are to deliver relevant and engaging ads that align with your active frame of mind. We believe that a digital advertising industry based on context rather than personal data builds a more equitable and less invasive future for the internet and is better for consumers, publishers and advertisers alike. Our blueprint for the future, The Mindset Matrix™, combines the power of context and creative in digital advertising to deliver superior attention and drive consumer action without sacrificing personal data.

To be a part of this next phase of digital advertising that prioritizes data privacy, please visit www.gumgum.com/careers

The Customer Success Manager in AIP helps build and maintain strong relationships with our customers, ensuring their satisfaction and success with our world-leading advertising Attention platform: AIP (Attention Intelligence Platform). This role forms part of a team that is focused on the onboarding, setup, management and growth of clients who utilise AIP products.

The role involves a results-driven outlook, as the Customer Success Manager serves as a trusted advisor and advocate for our clients, helping them achieve their advertising goals using attention and maximising their ROI.

#li-hybrid

What You'll Achieve

  • Drive customer retention by ensuring that our customers are seeing value from using AIP and amplifying this across their organisation. This includes regular analysis of churn and work to implement solutions to remedy this.
  • Growing revenue from customers by continuously seeking to upsell opportunities. These will include expanding the measurement solution onto new media channels and across more of their media activity.
  • Build strong, long-term relationships with key clients, acting as their primary point of contact AIP. Serve as the point of escalation for any complex or intricate customer issues, owning issue resolution cross-functionally.
  • Understand clients' objectives and what success looks like for them by proactively helping them to set up tests and use attention data to reach their business objectives.
  • Guide clients through the onboarding process, ensuring smooth implementation of our attention products. Train clients on how to effectively use our platform and products.
  • Serve as a technical resource for clients, troubleshooting issues and providing solutions to enhance their experience. You will have support from a Technical Account Management team, but you will be the key contact for the customer and ensure support.
  • Monitor and analyse client campaign performance, identifying opportunities and potential issues. Deliver actionable insights to clients to help them improve attention performance and achieve success.
  • Stay up-to-date with industry trends, technological advancements, and market changes to provide valuable insights and advice to clients.
  • Collect and provide feedback from clients to the product development and marketing teams to enhance our products and services based on customers' needs and market demands. This will include conducting regular customer touchpoints and QBRs to continually drive value and increase adoption for the customer.
  • Maintain accurate records of customer interactions, activities, and progress. Provide regular reports to management on customer success metrics.

Skills You'll Bring

  • Tertiary education in advertising, business or a related field is preferred
  • 3-5 years of Industry experience in AdTech or data platforms in a Customer Success role.
  • Experience working in a fast paced environment, ideally in the measurement or Ad Tech space.
  • Strong knowledge and understanding of online advertising platforms, ad serving, programmatic advertising, and related technologies.
  • Excellent communication and interpersonal skills, with the ability to establish rapport and build trust with clients.
  • Use data to build client strategies that communicate the value to clients
  • High level of organisation and ability to manage several clients and platforms of measurement at a given time
  • Problem-solving skills and ability to handle client escalations with a customer-centric approach.
  • Ability to be a self-starter and proactively talk and engage with clients
  • Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
  • Proven track record of successfully owning client relationships and driving retention and growth
  • We’re really after an all-rounder here who can shapeshift between quiet, highly focussed work, and an extroverted applicant who can comfortably converse and engage with our clients.
  • Working well under pressure and being able to manage many stakeholders, both internal and external at a time is ideal.
  • Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly in a start-up-like environment

Awards

  • Shortlisted for Marketing Technology Company of the Year for the 2023 Mumbrella Awards
  • 2024 Winner of 7 BuiltIn Awards on a national, regional, and remote scale - including Remote Best Places to Work at #25 and Best Midsize Places to Work in Los Angeles, CA at #9
  • Ad Exchanger Programmatic Power Player 2022 and 2021
  • CTO Hero Award of OTT.X 2023
  • Digiday Media Awards Europe finalist 2022 and 2021
  • Finalist for the 2023 AdExchanger Awards Best Video Technology For Media Suppliers
  • Gold Award at the IAB Mixx Awards in Belgium in the “Best Use of Advertising Technology” category
  • The Drum Award Digital Advertising: Game-changing Technology for Domino's case study

GumGum is proud to be an equal opportunity employer. At GumGum, we believe in cultivating an environment where our team members can bring their authentic, whole selves to work. Encouraging identity and belonging is one of the many aspects of our culture that makes us stronger as an organization and drives innovation. We are committed to building and delivering a diverse, inclusive, and equitable workforce that is representative of the world around us, where all individuals are treated with respect and dignity - and to act swiftly if this value is ever threatened. We are constantly striving to be better, and we continue to take strategic steps to advance representation. - Phil Schraeder, CEO

Learn more about our DEIB programming at gumgum.com/deib

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