At a Glance
- Tasks: Manage client success and satisfaction while driving measurable ROI using our digital marketing platform.
- Company: Join Skai, a leading digital marketing software company with a vibrant culture.
- Benefits: Enjoy a hybrid work model, competitive salary, and a diverse team environment.
- Other info: Opportunity for career growth in a fast-paced, dynamic environment.
- Why this job: Make a real impact by helping clients achieve their business goals with innovative solutions.
- Qualifications: 2+ years in digital marketing and client services, strong communication skills, and a consultative approach.
The predicted salary is between 47250 - 57750 £ per year.
Skai (formally Kenshoo) is looking for the best and the brightest to join our rapidly growing team. The Client Success Manager (CSM) oversees all facets of client utilization of the Skai platform. The CSM is accountable for client satisfaction and for helping clients turn platform usage into measurable ROI. This role will have an immediate focus on Retail media and SEM. The ideal candidate brings strong project management skills, solid technical fluency, sharp interpersonal skills, working knowledge of media, and hands-on experience running Retail Media and SEM campaigns across retailers like Amazon, Criteo and Google. Most important is a consultative approach: understanding a client's business goals and guiding them to the right solution.
Duties and Responsibilities:
- Drive client retention and identify growth opportunities within the account
- Provide initial and ongoing training so clients can effectively use the Skai platform
- Provide technical support, best practices, and strategy across Amazon, Walmart, Instacart, Google, Microsoft and additional retailers via Criteo & Citrus Ads.
- Understand each client's business goals, anticipate future needs, and use product and engagement data to focus them on the Skai capabilities most tied to those outcomes
- Run a structured, proactive communication cadence, standing meetings and office hours alike, each with a clear purpose and agenda shared in advance, real room for client input, and a recap with documented owners and dates tied to their goals
- Partner across internal teams, including Client Success Directors, product, technical, and support specialists, knowing when an engagement calls for their expertise and handing off with enough context that they can act immediately
- Use AI to accelerate call prep, summarization, personalization, and documentation, applying judgment and review before anything reaches a client.
- Solve problems proactively and hold a high bar for client satisfaction
Skai Requirements:
- Passion and dedication
- Desire to be the best
- Ability to work both independently and as part of a team
- Strong interpersonal communication skills - in writing and verbally
- Proven track record of problem-solving
- Results-oriented
Position Requirements:
- B.A. or B.S.
- 2+ years experience in hands-on digital marketing campaign implementation and management experience, including basic marketing analytics across Retail Media and SEM; additional experience with Walmart, Criteo or Meta is a plus
- Additional languages, preferably German or French will be a big bonus
- Extra points for hands-on DSP experience.
- You’ll stand out from other candidates if Retail Media is your specialty and you have complementary experience in Search or Paid Social
- 2+ years of experience in client services and/or technical project management, with strong organizational and time management skills and the ability to thrive in a fast-paced environment with tight deadlines
- Ability to perform detailed client audits and use client feedback to identify needs, workflow gaps, and opportunities for continuous improvement
- Comfort using AI tools to support client prep, communication, and documentation
- Extra points if you have AI builder capabilities. Be prepared to share if this is you!
- Experience collaborating across local and virtual teams
- Media Agency and/or Skai platform experience preferred
- Ability to travel occasionally
- Microsoft Excel and other basic technical experience with code such as basic JavaScript and HTML is a plus
- Comfortable presenting to internal and external stakeholders, with strong written and verbal communication skills, and demonstrated ability to read the room and adapt messages to different audiences.
We are hybrid for the long term - with a great home/office work mix (three days in office per week), passionate and diverse team members, and a vibrant company culture.
Equal Opportunity Employer
Skai, Inc. is an Equal Opportunity Employer. At Skai, we believe ensuring a diverse, equitable, and inclusive workplace is not just an ideal to strive for; it is right, necessary, and our responsibility as humans. Our full DE&I commitment and global framework can be viewed on our company website and are aligned to our core values.
Applicants with Disabilities
Reasonable accommodation will be made so that qualified disabled applicants may participate in the application process. Please advise in writing of special needs at the time of application.
Client Success Manager, EMEA in London employer: Skai
At Skai, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Global Revenue Enablement Manager, you will have access to comprehensive training resources and opportunities for professional growth, all while working in a dynamic environment that values data-driven decision-making and cross-functional teamwork. Our commitment to empowering employees ensures that you can make a meaningful impact on our global revenue teams from our vibrant location.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Skai. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Skai before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Manager, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Skai:Your cover letter is your chance to shine! Tell us why you want to work at Skai specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Skai!
How to prepare for a job interview at Skai
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
