Customer Success Agency Lead

Partnerships & Sponsorships London, England


Description

Position at Choreograph

WHO WE ARE

We create the data products & technology that make advertising work better for people.

Choreograph, an affiliate of GroupM, is a global data products and technology company, purpose-built for an era that demands a new approach to data management, usage, and brand growth.

Data is the fuel that powers growth. The companies who best leverage data are creating unbeatable advantages over their competitors while simultaneously connecting with customers more effectively.

Our goal is to help future-focused businesses use their data in ways that meet savvy customers’ expectations while building trust and understanding. 

We are over 700 strong in 17 markets around the world and we offer a modular product suite, empowering marketers to drive sustainable, data-enabled growth.

 

WHO WE ARE LOOKING FOR

Choreograph is seeking a talented Customer Success Agency Lead.  You will play a key role defining and bridging the interface between our customers (in this case GroupM Agencies) and our products and service delivery.  We create the data products & technology that make advertising work better for people.  We have talented product and engineering teams creating those products and services and we are passionate about ensuring that our agencies are able to leverage these to deliver wins for advertisers.  That’s where you come in.  You will be building trusted relationships with our Agency partners and stakeholders, ensuring that we have a clear and detailed understanding of what they need (the use case), their goals and challenges, and how we can apply our products to help them solve and create winning relationships with Advertisers.

You will be fully accountable for the relationship with one or more GroupM Agencies and ensure that you have a deep understanding of their goals, strategies, biggest advertisers and how we can help them succeed.  You will develop a deep understanding of the Choreograph products - ensuring that you can support the Agency in realising the value proposition and winning new or delighting existing customers.  You will coordinate and ensure success for any rollout of existing services to new clients for that agency ensuring that all internal processes and frameworks are sound and support success for our ability to deliver seamless service to our Agencies.  

You will build strong and deep relationships internally in Choreograph with our Product, Solutions and Enablement and Growth teams to ensure we set expectations clearly about what we can do for our clients and stick to those commitments.

The ideal candidate must possess a sound knowledge of the AdTech ecosystem, key vendors, products and best practices.  

WHAT YOU’LL DO

  • Build strong relationships with senior stakeholders in our Agency partner businesses and ensure they get what they need from Choreograph.  You are the voice of the customer internally and Choreograph to them.
  • Create a deep understanding of the customer usage of our products and future requirements enabling us to have a clear current and future view of how our products are being used.
  • Help our customers to understand our products and services and how they can leverage them to drive value.
  • Drive a customer first and continuous improvement mindset to ensure our teams are challenging our approach and always striving to be the best
  • Oversee customer relationships, including the engagement of early stage customers, requirements gathering and overseeing the onboarding of new customers onto our software products.  
  • Help to measure and manage the health of our existing customer base, driving an upturn in adoption using your knowledge of their domain and our products.
  • Act as a consultant and one stop shop to help customers leverage our broader teams via a consistent and reliable interface.
  • Partner with product and solutions practitioners on interpreting customer requirements and creating work items for new functionality. 
  • Facilitate the prioritisation of work across a broad customer base ensuring we have a clear view of business value driving our delivery and responses.
  • Support and lead programmes that enhance our systems, structures, processes and policies
  • Run and/or support quarterly business reviews and other customer facing presentations and key engagements.
  • Champion customer success internally throughout Choreograph across all different practice areas

WHAT YOU’LL NEED

  • 8+ years experience in customer engagement roles, at least some of which within Adtech or Advertising businesses
  • 2+ years in a senior customer engagement or success role, managing high profile customers and interacting with senior stakeholders
  • A sound understanding of Adtech, from planning through to creation of audiences, activation and reporting and analytics.
  • An understanding of Agency operating models.
  • Highly skilled in interacting with business and technical stakeholders, translating complex customer requirements into business solutions. 
  • Experience of building trusted relationships with senior leaders to deliver successful results.
  • Experience of working in a product led business.
  • Experience in supporting and creating the processes required to assist a fast-growing business - e.g. onboarding new customers, expansion to new service lines
  • Experience in improving operational effectiveness internally
  • Data-driven, analytical, solution-based mindset
  • Excellent communicator, influencer and facilitator

SUCCESS ATTRIBUTES

  • Seasoned relationship builder
  • High energy and passion for the job
  • Motivated, self-starter with a team played mentality
  • Comfortable to thrive in a fast-paced environment
  • Strategic mindset: able to identify the appropriate courses of action and see the longer-term, bigger picture then drive action.

 Choreograph offers a competitive benefits package, including medical, dental, vision, short & long-term disability, life insurance/AD&D and 401k matching.  We offer paid vacation, unlimited wellness, company holidays, personal days and paid parental leave.  Last, but not least, we provide a breadth of training opportunities to support your development.

Choreograph™ is WPP’s global data products and technology company fueling growth for the world’s most admired brands. Discover more about Choreograph at www.choreograph.com

Choreograph is committed to building a team that represents a variety of backgrounds, perspectives, and skill.  Our work is enhanced through inclusivity. We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.