Strategic Customer Success Manager – NYC

New York

Do you think BIG, and are you passionate about mobile and advertising technologies? Do you get all pumped up when you start talking about Customer Success? We do too, and we’re looking for you to drive the success of a very select portfolio of enterprise customers!

As AppsFlyer grows in the US and throughout the world, we’re looking for a passionate Strategic Customer Success Manager who’s extremely passionate about customer advocacy, possesses analytic prowess, with a high degree of technical aptitude, and a proven track record to talk about. Your responsibilities will include both pre and post sales support, onboarding customers that require the most advanced technical integrations, while ensuring success post on-boarding.

As Strategic Success Manager, you will be a trusted advisor to our largest customers, providing best practice in areas such as Adoption, Business Metrics and Feature Usage. The end result is increased customer satisfaction, retention, and business value expansion for the Global market leader for Mobile Attribution & Marketing Analytics.

Responsibilities

  • As a Strategic success manager, you are responsible for customers achieving the maximum possible value they can with AppsFlyer, identifying new opportunities for expansion and collaborating with Sales teams to ensure full renewal and continued growth
  • Develop a clear understanding of customer’s business, typical business challenges they face to appropriately map Appsflyer features to address their needs. Be their trusted advisor!
  • Develop success plans for customers that outline their critical success factors, metrics for success, obstacles, and provide recommendations
  • Ensure that customer is onboarded successfully and is leveraging AppsFlyer effectively throughout customer lifecycle
  • Act as a liaison between product management and the customer with a focus on communicating the AppsFlyer features and roadmap and how the roadmap will influence customer activities
  • Identify risks to customer achieving their goals and work with internal team to build a risk mitigation plan
  • Prioritize and drive resolution on escalated customer issues
  • Develop and maintain long-term relationships with stakeholders in your account portfolio
Minimum Qualifications

  • Bachelor degree required, at a minimum. Technical degree preferred
  • 5+ years of relevant work experience either in Customer Success, Client Services, or Account Management
  • Prior experience in Mobile (iOS, Android) advertising industry is highly desired
  • In-depth knowledge of the mobile marketing ecosystem; ad networks, ad trackers, exchanges, PMDs, BI / analytics companies
  • Experience with account portfolio planning and prioritization
  • Executive-level communication and interpersonal skills
  • Proven ability to collaborate and build strong relationships with customers especially at the Executive level
  • Strong consulting skills and proven results working as a trusted advisor to drive business value for clients
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Enjoys working in a high-touch customer-facing role, with the ability to strongly influence product roadmap and strategy internally
  • Positive, Can-do attitude, team player!