Customer Success Manager (m/f/d)
- Remote first / Berlin
About Roq.ad
Roq.ad is a SaaS technology company based in Berlin, Poznan, Vilnius and San Francisco, that provides cross-device technology to improve digital advertising and user analytics. Our cross- device technology is built in-house and complies with EU, US and German privacy regulations. The core of our technology is our Roq.ad Cross-Device Identity Graph, which predicts device connections belonging to the same user based on a probabilistic approach. Many international brands such as Tradedoubler, Eyeota and RMS are already satisfied customers and many market leading adtech companies are our partners.
We are looking for a Senior Customer Success Manager (m/f/d) to join our team. Our ideal candidate will be creative, enthusiastic, and good at “getting things done”. The candidate will play an active role in our future and work with us either remotely or from one of our 4 hubs in US or EU.
Your responsibilities:
Act as a liaison between customer service, technical and other departments, especially sales
Project manage client onboarding and lead stakeholder communication
Define and oversee the execution of the overall strategy for our enterprise customers
Develop and maintain a deep understanding of both the Roq.ad product and our customers’ specific needs
Provide ongoing technical and strategic support within the organisation
Responsible for creating policies and procedures that optimize the customer experience
Pass along feedback from customers to the product team in order to help build a better product
Provide regular and timely performance reviews and proactively identify opportunities for growth in each account
Provide technical support to customers and training on the products
What we expect from you:
- 2-4 years of work experience in ad tech or data management environment
- Basic understanding of web technologies such as JSON, HTML and APIs
- Experience owning technical strategy and collaborating with account executives in a pre-sales or sales expansion capacity
- Proven track record of driving customer engagement, revenue retention, and growth within your assigned portfolio of clients
- Experience delivering high-quality solutions, manage multiple projects at a time, all while prioritizing utmost attention to detail
- You love coming up with solutions to all sorts of challenges, whether they be technical challenges or organizational challenges
- You can clearly and thoughtfully explain new concepts to a diverse audience
- You have analytical skills and the ability to turn data into actionable insights and recommendations for the clients
- Fluency in English
Nice to have:
- SQL or other query language skills and knowledge of database structures
- Experience in technical integrations preferably in AdTech/MarTech environment
- Project management experience
- Fluency in German
What we offer:
- Work with an extremely motivated and skilled team of top performers
- Be part of one of the leading identity resolution companies in Europe
- Work with top global brands, ad tech vendors and data companies
- A competitive salary
- Hardware and software of your choice (laptop with Linux, OSX or Windows, external monitor, IntelliJ IDEA, etc.)
- Company team-building retreats in attractive locations
Sounds interesting?
Send your CV to jobs@roq.ad.
Strictly no agencies, middle men, service providers, tech tool providers please – we have a tool we are happy with and prefer to speak with candidates directly.
Share on facebook
Facebook
Share on twitter
Twitter
Share on linkedin
LinkedIn
