At a Glance
- Tasks: Drive customer success in social advertising and manage key accounts.
- Company: Join Smartly, a leading AI-powered advertising technology company.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Diverse team culture with a focus on inclusion and respect.
- Why this job: Be at the forefront of social advertising and make a real impact.
- Qualifications: 3+ years in digital advertising and strong customer-facing skills required.
The predicted salary is between 55000 - 65000 £ per year.
Are you passionate about being at the forefront of the ever-evolving social advertising industry? Do you take pride in driving retention and growth among valued customers by understanding their business needs and helping them succeed? As a Senior Customer Success Manager at Smartly, you'll take ownership of your own customers from the first week on, give consultative advice, scope and drive successful product trials and drive customer engagement. You function as the crucial link between customers, Meta, Pinterest, Snapchat, and TikTok and our product development team.
In this London-based role, you will be part of the EMEA South & Central Customer Success team focusing on Benelux. As a Senior Customer Success Manager at Smartly, you will:
- Manage and nurture your own customer accounts through day-to-day communication and online marketing expertise.
- Work closely with customers to hone their online marketing strategy and quickly resolve advertiser issues including scaling budgets, campaign performance and manual work.
- Take full ownership and responsibility of growing and managing your own book of business and develop vertical expertise (e.g. e-commerce, travel, classified, mobile apps, etc).
- Develop and maintain excellent knowledge and skills for Smartly.io tool and paid social advertising in general so that you're constantly able to solve customers' problems.
- Build, manage and develop strong relationships with customers and partners such as Meta, Pinterest, Snapchat and TikTok.
- Collaborate with customers, Smartly Customer Success Managers and product development team to maintain the quick feedback loop.
We're definitely looking for you, if you:
- Possess 3+ years of paid digital advertising (Meta, Pinterest, Snapchat, TikTok, Google and programmatic).
- Have experience in a customer success or similar customer-facing function.
- Are a proactive problem-solver, with a positive attitude and a strong desire to help our customers reach their goals.
- Are comfortable in addressing technical challenges and collaborate with technical teams when needed.
- Have a results-driven mentality, with a bias for action and collaboration.
- Are able to explain complex concepts clearly and translate data into actionable insights.
- Have strong spoken and written communication skills in English as well as the ability to create connections and engage confidently with a variety of audiences.
- Are able to work in a hybrid capacity from our Tottenham Court Road, London office 3 days a week (more if you like).
- Are able and willing to travel for meetings, conferences and industry events.
- Previous knowledge of Smartly or similar players is a plus.
About Smartly: Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and 6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best. Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.
Senior Customer Success Manager (Central Team) employer: Smartly
Smartly is an exceptional employer that champions a dynamic and inclusive work culture, offering employees the opportunity to thrive in the fast-paced social advertising industry. With a strong focus on employee growth, Smartly provides comprehensive training and development resources, ensuring that team members can enhance their skills while managing significant customer accounts. Located in the vibrant Tottenham Court Road area of London, employees enjoy a hybrid working model, fostering collaboration and flexibility, all while being part of a diverse team dedicated to transforming ad experiences for brands worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (Central Team)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smartly. 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 Smartly 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 Senior Customer Success Manager (Central Team)
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 Smartly:Your cover letter is your chance to shine! Tell us why you want to work at Smartly 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 Smartly!
How to prepare for a job interview at Smartly
✨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.
