Job Description:Ensures high client satisfaction and account successMonitor, track and report opportunities in Customer Value Plan created by the client.To collaborate with Client CSM to drive adoption.Monitor and report account health parametersAny critical escalations to be forwarded to respective teams as per escalation matrix.Advising useful features based on pre-defined list. Answering usage, product and Workflowquestions to ensure feature adoption.Initiates and help prepare for, attend and participate in quarterly business reviews.Identify gaps in people, process and technology that prevents clients from realizing value,plan for closing all gaps.Advocate for customer if they require additional support from other teams based on a givenlist of activities of advocacy and areas where potential support could be required to be listed.Partner with Technical Account Manager when services are purchased to entire 100%customer satisfaction.Quarterback internal processes essential to client success in collaboration with Client CSMsEnsure seamless client experience across implementation, product performance and billing.Follow set guidelines to manage and resolve escalations related to product performance,billing and other operations issues.Fulfill client requests for basic product demos/ calls.Track client usage and adoption metrics including Revenue support and client success salescycle.Execute standard renewals (i.e. renewals with no change in terms)Track renewal timelines and leading indicators of churn (e.g. revenue contraction or changein customer health score)Partner with Commercial Team by coordinating internal efforts to develop customizedsolutions for upsellIdentify and Advise Commercial Lead on upsell/ Expansion opportunitiesExperience:5+ years of experience in a Customer Success, Account Management, Client Relationshipmanagement (for SaaS products)Experienced in managing end to product transitions (from Product design to Customersatisfaction)Should have expertise and experience in drafting and tracking contracts and renewals.Should have experience in negotiating contractual terms.Ability to understand Data Connectivity Platform as a product in the Ad-Tech ecosystem.Excellent and impeccable communication and persuasion skills to interact with severalinternal teams and clients at the same time.Candidate should have ideally worked for a SaaS product company, preferably in the ad-techspace. Desirable skill.Project Management skills desirable.Education:
