Customer Success Manager

About Shuttlerock 

Shuttlerock is a creative subscription platform delivering unrivaled speed and limitless scale, unlocking new potential in digital marketing. Its proprietary platform leverages designers and technology to quickly create high-performance mobile video ads using a single visual asset as simple as a still photo. The resulting ads allow agencies and brands to maximize existing creative for a wider audience.

Founded in 2011, Shuttlerock provides guidance on effective digital marketing all over the world in over 30 languages and is one of the leading Facebook and Instagram Marketing Partners. The company has offices in New York, Los Angeles, Austin, Berlin, Paris, Singapore, Tokyo, and Nelson, New Zealand.

Web | shuttlerock.com

Facebook | https://www.facebook.com/Shuttlerock/

Instagram | https://www.instagram.com/shuttlerock/

LinkedIn | https://www.linkedin.com/company/shuttlerock/

Responsibilities

• Outcome-Based Customer Success :  Own and Manage a Renewal Book of Business of client, and as their strategic advisor work with them to ensure their success with Shuttlerock.
• Domain-Based Knowledge :  Develop a high level of knowledge and understanding of client needs by monitoring industry news, trends, and best practices. Attend/present at trade shows, conferences, and VIP roundtables where appropriate. 
• Driving Adoption :  Actively monitor account adoption throughout the length of the relationship, and ensure high utilization of Shuttlerock creative services by analyzing data/metrics/industry trends, and intervening with adoption strategies that showcase how clients can enhance their workflows and better use Shuttlerock products to derive value. 
• Personalized Engagement :  Engage with clients during onsite and virtual quarterly business reviews where you will influence through performance metrics, recommendations for performance improvements, and strategic discussions on their achievement of advertising and business goals.
• Renewals :  Lead the renewal negotiation process directly with clients, from requirements gathering to the finalization of agreements, and actively work on at-risk accounts by collaborating with internal teams to mitigate churn.
• Commitment to Results :  Collaborate with Customer Success teammates to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics: Net Renewal Rate, Customer Satisfaction (CSAT), Net Promoter Score, Adoption, and Advocacy.

Additionally: 

• Deliver best-in-class service to our client partners through creative and support expertise.
• Ensure creative projects are delivered successfully and within committed time frames.
• Partner directly with advertisers (and their agencies when applicable) to optimize ad creative for a digital experience.
• Onboard new client partners onto the ShuttlerockCloud following a specific onboarding process to ensure they realize a fast time to value.
• Lead creative subscription renewal and upsell efforts.
• Build and maintain strong client relationships, ensuring they have a consistent, best-in-class experience with Shuttlerock in every interaction from onboarding, adoption, and growth to renewal. 
• Work with your clients’ creative and media buying teams to understand their brand guidelines and communicate them to Shuttlerock internal production teams.
• Educate clients on industry creative trends, new service offerings, and best practices.
• Understand the main drivers of creative performance and clearly explain recommendations and historical results.
• Create and lead content distribution to clients in 1:1 or many group interactions.
• Understand the client’s brand, creative, and social advertising goals, and ensure Shuttlerock creative deliverables produce results.
• Align Shuttlerock solution offering to client needs, identifying additional brand creative opportunities and positioning Shuttlerock solution accordingly to ensure clients realize their creative goals.
• Identify and drive expansion opportunities as you guide clients through success milestones, working in partnership with Client Partners as and where appropriate.
• Partner with central teams to deliver relevant feedback and ideas that enhance our content and product roadmap.
• Be a team player that supports the wider team and where there is ambiguity see opportunities to define and lead.

Ideal Attributes & Experience

• 3-5 years of client-facing account management experience, preferably in the technology (SaaS), and/or advertising industry, or equivalent years of relevant industry work experience.
• Ability to quickly learn new technology, and explain software features and onboarding concepts to clients in a simple, succinct manner.
• Experience managing a book of business, with a record of successful forecasting & quota attainment.
• Passion for and experience of creative technologies and the surrounding ecosystem.
• Deep knowledge of social media platforms both as a consumer and potentially within a brand, FMP, or agency.
• You care deeply about client objectives and can translate their vision into tangible creative briefs that add value and meet their requirements.
• Ability to communicate and influence key stakeholders within our channel partners, direct clients, and agencies at all levels.
• Commitment to results:  consistently achieve results, demonstrating high performance, and challenging self and others to deliver results.
• Negotiation:  ability to successfully obtain commitment to a solution or idea, while maintaining integrity and relationships.
• Problem-solving:  use an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
• Process/Project Management:  skilled at figuring out and managing the processes and timelines necessary to get work accomplished.
• Intellectual curiosity that goes beyond advertising and allows you to see the bigger picture and support our partners in navigating the rapidly shifting landscape.
• Excellent written/oral communication skills, including presentation and active listening skills.
• Self-starter used to dealing with ambiguity and ideally having worked previously in a fast-paced start-up.
• You lead with humility and empathy, respecting and learning from the perspectives of others.
• Bachelor’s degree in Marketing, Business, or relevant industry work experience.
• Must be fluent in Spanish and English. Portuguese would be a great plus.