Customer Advocacy Program Manager, Operations and Technology
Thomson Reuters
Tableau
Customer Success Manager, Paid Search
Adthena
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Tableau
About the role
- Reporting to Josh Baines, Director of Customer Success
- Location: Austin, TX (Hybrid) OR US Remote (CT or ET)
- Act as a strategic partner to customers, enabling platform adoption and providing SEM best practices
- Deliver bespoke Solution Services with support from the BI team
- Drive customer satisfaction and retention by partnering with Account Managers
- Arrange calls and F2F meetings with stakeholders; manage up to 20 clients over time
- Drive engagement via monthly catch-ups and contribute to Quarterly Business Reviews
- Co-own success plans with clients, guide through milestones, capture outcomes
- Provide feedback internally to product and management as the voice of the customer
- Conduct Business Reviews with senior stakeholders and build referable relationships
- Identify upsell opportunities and provide value on current subscription
- Deliver exceptional client experience leading to 90%+ gross revenue retention
Requirements
- Minimum of 3+ years of experience in managing Google Ads/search accounts for clients
- A good understanding of the Digital Marketing landscape, PPC, including the Search ecosystem
- Experience in client-facing/client services roles, with strong stakeholder skills up to C-level
- Strong analytical skills (Looker, Tableau or similar data visualisation tools)
- A customer-centric approach focused on delivering value
- SaaS, AdTech/MarTech or Media Agency background (desired)
