Manager, Customer Success
InfoSum is WPP’s privacy-first data collaboration technology, trusted by global businesses to unlock the full potential of their first-party data without risk. Its patented, cross-cloud, decentralized collaboration technology leverages advanced Privacy-Enhancing Technologies (PETs) to radically transform how companies generate audience intelligence and drive better customer experiences. As the foundational infrastructure underpinning WPP Open, InfoSum powers trusted data collaboration across every cloud, client, and capability.
Why we're hiring:
The customer success team includes support, and solutions engineering. Responsible for generating value for our customers by ensuring clients are using InfoSum to its full potential, have the necessary support and regularly feedback client use cases internally.
Sub Department overview:
Customer Success is responsible for understanding, representing and delivering outstanding customer service to InfoSum signed clients. This is achieved by consulting on 1PD strategy, platform usage and partnerships. The team relay core client requirements to the business and identify opportunities to collaborate across internal departments for renewals, platform challenges, upselling, case studies, legal queries to maintain service for clients.
What you'll be doing:
The Customer Success Manager (CSM) is responsible for managing small and medium businesses alongside 1-3 more strategic clients, working with client engineering, product operations, and commercial teams to understand and implement a varied set of use cases. The CSM manages the day-to-day client interactions across a range of levels to ensure they receive the highest value from the InfoSum platform and are always engaged.
Core Responsibilities:
- Independently lead day-to-day interactions
- Act as the client’s go-to advocate and navigate internal processes at InfoSum and the client to provide a high level of customized service for the client
- Build the client’s ability to operate the InfoSum platform for more complex use cases
- Track performance and success of client’s data collaboration strategy to ensure InfoSum is driving towards the best possible outcome for the client / their partners
- Develop a perspective on the viable use cases of InfoSum for each client, seek alignment from the client with support of manager to achieve leadership buy-in, and develop a plan for implementation of new use cases
- Initiate and lead discussions regarding renewal of contracts, with support from manager to establish appropriate commercials and achieve client senior leadership buy-in
- Align on success metrics with the client and build a shared plan to address barriers to growth
- Run a reliable and organized account process that keeps InfoSum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives
- Additional responsibilities as and when required by the business
Additional company wide requirements
- Understand and comply with InfoSum’s security and privacy policies, and be attentive to information security at all times in the performance of duties for InfoSum
What you'll need:
- Growing understanding of how data and identity is activated in the digital media ecosystem
- Clear written and oral communicator with emphasis on precision
- Demonstrable track record of successfully growing revenue within complex partnerships
- Ability to build and cultivate new relationships with potential and existing partners within all parts of an organization
- An organized self-starter that can diversify their skill set to meet business priorities.
- Excellent interpersonal and customer-facing skills
- A high level of curiosity and willingness to understand complex solutions designed to service customer needs
- Experience presenting and managing communications with senior leadership at brands, agencies and publishers
- Interest in and ability to represent and advocate for InfoSum’s core philosophy of privacy by default in your day to day interactions with clients
What are the key indicators of success in this role?
- Background in advertising technology (4-6 years)
- Respond and escalate customer requests internally in a timely manner
- Successful implementation of new opportunities and customer use cases with existing customers
- Successfully retain customers and grow the portfolio’s overall revenue value
- Partner with product and commercial teams leads to successfully identify and execute new solutions to meet customer needs
- Familiarity using customer success tools and project management
- Develop a reputation among customers of being a trusted consultant on all things data collaboration strategy and technology
Who you are:
You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.
You're optimistic: We believein the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.
You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.
What we'll give you:
Passionate, inspired people - We aim to create a culture in which people can do extraordinary work.
Scale and opportunity - We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
Challenging and stimulating work - Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?
#LI-Hybrid
We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.