Customer Support Manager
As a Customer Support Manager (CSM), you will serve as the primary customer liaison, assisting with, but not limited to, onboarding, product deployment and training, project support, and decision-making rooted in Prescient’s modeled performance metrics. The CSM’s ultimate goal is to drive client satisfaction, product usage, and adoption.
To excel in this role, the CSM should be comfortable wearing many hats to drive customer success and adoption. It is common for the CSM to interpret marketing performance and provide strategic views on media while managing the details of your client engagements. This role will report directly to the Head of Customer Success.
What You'll Do
- Own the end-to-end client implementation, onboarding, and value realization activities within the customer lifecycle journey.
- Develop strong client relationships based on value add, expertise, and being a trusted partner.
- Handle and resolve customer issues promptly
- Communicate client needs and features to internal stakeholders
- Drive renewals and upsells based on customer needs
- Deep investigation and root cause analysis into reported problems leveraging various marketing tools (ie Meta, Google, Shopify)
- Provide optimization insights and budget recommendations to turn insights into client value.
- Support internal CS initiatives, as directed by the Head of Customer Success, e.g., engagement and adoption model, onboarding playbooks, product training materials, etc.
What You'll Bring
- BA or BS degree
- 5+ years of digital media experience and, specifically, hands-on experience with paid media platforms, including, but not limited to, Meta and Google Ads
- Excellent communication and project management skills
- A strong understanding of media analytics with the ability to report on and analyze results
- Comfortable presenting to internal and external stakeholders
- Must have prior measurement experience
- Experience with MTA, MMM and/or incrementality measurement tools (required)
- Highly motivated self-starter with a sense of ownership, willingness to learn, and a high degree of curiosity