Are you a seasoned professional with a passion for digital media and advertising? Do you have a proven track record of success in Customer Success Management and leadership? If so, we invite you to join arenaflex, a global leader in the music and podcasting industry, as our Manager, Customer Success for the ANZ Ads business.
At arenaflex, we don't just sell creative solutions to our clients and partners; we help shape them. Using our expert knowledge of ad products, sales channels, and the industry, we impact the way the world experiences music and podcasts. As a Manager, Customer Success, you will oversee a team of Customer Success Managers, building long-term consultative solutions and leading, motivating, and growing a team of experts in the digital media and advertising space.
**About arenaflex**
arenaflex is a global leader in the music and podcasting industry, with a mission to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Our platform is for everyone, and so is our workplace. We believe that diversity and inclusion are key to our success, and we welcome candidates from all backgrounds to join our team.
**Key Responsibilities**
As a Manager, Customer Success, you will be responsible for:
* Working with and reporting directly to the Regional Head of Customer Success Management, APAC, to collaborate, strategize, shape, develop, and evolve the ANZ Customer Success Management team to continually meet and exceed the needs and expectations of our internal and external partners.
* Creating strategy and driving execution via world-class customer service for some of the world's top brands and agencies in close collaboration with the Sales Directors of this team.
* Directly managing a team of Customer Success Managers to support and drive revenue.
* Being an expert on all responsibilities, processes, and tools of the Customer Success Management role and a demonstrated leader of the CSM teams aligned to these verticals.
* Partnering and deeply collaborating with Sales Leadership on key accounts needs, account planning exercises, QBRs, etc., and acting as an operational point of contact and escalation resource for clients and internal teams.
* Driving utilization of our offshore resources, automation tools, and self-service platforms in order to focus CSM team on proactive, strategic work.
* Providing team guidance and coaching while delivering tailored solutions to client requests.
* Maintaining and approving policy exception requests relating to Service Level Agreements, Compliance, Pricing, Makegoods, and more.
* Building a strong cross-functional network and conducting regular status meetings with the leaders of these teams to maintain alignment that supports the business.
* Overseeing completion of CSM team recurring tasks including pipeline hygiene, campaign pacing, production tracking, and measurement outcomes.
* Assessing staffing needs and leading the interviewing, hiring, and onboarding of talent.
* Identifying needs and leading training for the CSM team inclusive of role-specific, soft-skills, procedural, and developmental curriculum.
* Providing bi-annual development talks to your team; reviewing and approving administrative tasks for each individual on your team.
**Essential Qualifications**
* Bachelor's degree or equivalent, preferably in Sales, Advertising, Marketing, or Business.
* Minimum of 10+ years of Digital Advertising Customer Success Management experience, and 5+ years of management experience.
* Proven track record of success in Customer Success Management and leadership.
* Strong agency and industry relationships and a deep understanding of the advertising landscape and expertise in account planning, strategic planning, and media buying within Direct & Programmatic environments.
* Experience running a team where Data & Insights drive the direction of the business.
* Experience working in self-service or automated planning and buying tools.
* Ability to gracefully translate client requests for internal cross-functional teams.
* Detail-oriented and find solutions for clients while improving internal processes.
* Highly motivated, entrepreneurial, energetic, and willing to thrive in a high-growth, fast-paced organization.
* Strong relationships with internal and external partner teams.
* Effective listener and transparent communicator with excellent problem-solving and negotiating skills.
* Passionate about identifying and developing excellent customer service skills in others.
* Experience working within CRMs, OMSs, ad servers, and other digital media tech systems and platforms, and are experienced in tools like Excel and PowerPoint.
**Preferred Qualifications**
* Experience working in the music and podcasting industry.
* Knowledge of Spotify's products and services.
* Experience working with offshore resources, automation tools, and self-service platforms.
* Certification in Customer Success Management or related field.
* Experience leading a team of Customer Success Managers.
**Work Environment and Company Culture**
This role is based in Sydney, Australia, and offers the flexibility to work where you work best. There will be some in-person meetings, but you will also have the opportunity to work from home. We ask that you come in 3x a week. arenaflex is an equal opportunity employer and welcomes candidates from all backgrounds to join our team. We believe that diversity and inclusion are key to our success, and we strive to create a workplace that is inclusive and respectful of all employees.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary and benefits package, including:
* Competitive salary and bonus structure.
* Comprehensive health insurance.
* Flexible work arrangements, including remote work options.
* Professional development opportunities, including training and education programs.
* Access to arenaflex's products and services.
* Collaborative and dynamic work environment.
**How to Apply**
If you are a motivated and experienced professional with a passion for digital media and advertising, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you!
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