EMX | Client Success Manager

Data & Tech
London, England


About EssenceMediacomX

EssenceMediacomX, part of GroupM, is a global data and measurement-driven media agency whose mission is to make advertising more valuable to the world. Our office sits within the legacy Essence building on Oxford Street. We still have all our wonderful essentials looking after our amazing clients! Our clients include many exciting brands such as Google, ITV, Airbnb, BT/EE, NBCUniversal and L’Oréal to name a few.

Visit www.essencemediacom.com for more information!

Role Overview

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success representative for our proprietary OCTRA platform. In this role, you will be responsible for presenting and demonstrating the OCTRA platform to potential clients and providing assistance during their onboarding process. You will work closely with internal teams across the GroupM network to ensure a seamless experience for our clients. Excellent presentation, communication, and organizational skills are essential for success in this role. Previous experience in a SAAS-based customer success role or in the digital advertising/marketing agency industry will be valuable.


  1. Present and demonstrate the OCTRA platform to potential clients, showcasing its features, benefits, and how it can enhance their advertising campaigns.
  2. Collaborate with internal teams within the GroupM network to understand clients' requirements and objectives, and provide guidance on utilizing OCTRA effectively.
  3. Assist clients with the onboarding process, ensuring a smooth transition and comprehensive understanding of the platform's functionalities.
  4. Address client inquiries, concerns, and technical issues promptly, providing accurate and timely resolutions or escalating to the appropriate teams when necessary.
  5. Proactively engage with clients to understand their ongoing needs and provide proactive recommendations on how OCTRA can optimize their campaigns.
  6. Conduct regular check-ins with clients to ensure their satisfaction, identify areas for improvement, and gather feedback for product enhancements.
  7. Collaborate with the product development team to communicate client feedback and contribute to the continuous improvement of OCTRA based on user requirements.
  8. Stay up-to-date with industry trends, best practices, and competitor offerings to provide insights and guidance to clients.
  9. Develop and maintain documentation, tutorials, and training materials to facilitate client onboarding and self-service support.
  10. Contribute to the growth of the OCTRA user community by participating in webinars, conferences, and industry events, representing the platform and showcasing its value.

Qualifications and Skills:

  1. Strong presentation and communication skills, with the ability to effectively convey complex technical concepts to both technical and non-technical audiences.
  2. Proven experience in a SAAS-based customer success role or related field, demonstrating a track record of successfully managing client relationships and driving customer satisfaction.
  3. Previous experience in the digital advertising/marketing agency industry is highly desirable, with a solid understanding of advertising campaign management and optimization.
  4. Excellent organizational and time management skills, with the ability to handle multiple priorities and clients simultaneously.
  5. Strong problem-solving abilities and a proactive approach to issue resolution.
  6. Familiarity with campaign monitoring and optimization tools is an advantage.
  7. Self-motivated and results-driven, with a strong commitment to achieving customer success and delivering value.
  8. Ability to work collaboratively in a team environment and establish effective working relationships with internal stakeholders.
  9. Willingness to adapt and learn in a dynamic and fast-paced industry.
  10. Bachelor's degree in a relevant field or equivalent work experience.

Join our team and be part of an innovative and cutting-edge platform that revolutionizes advertising campaign governance. Help our clients achieve optimal campaign performance, cost efficiency, and compliance with OCTRA.

What you can expect from EssenceMediacomX

EssenceMediacomX’s mission is to make advertising more valuable to the world. We do this by employing the world’s very best talent to solve some of the toughest challenges of today’s digital marketing landscape. It’s important that we hire people whose values reflect those of our own: genuine, results-focused, daring and insightful. As an EssenceMediacomX employee, we promise you a workplace that invests in your career, cares for you and is fun and engaging. We believe these factors create a workplace where you can be yourself and do amazing work.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, or marital status.

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