Client Success Manager

2 weeks ago

Athens, Greece Velti GR Full time


Client Success Manager | Remote First

Velti is looking for a Client Success Manager to assist with the design, prelaunch, and execution of large-scale gaming campaigns in the telecom field. Experience in project management, Telecom VAS, digital marketing or Gaming/gambling/betting will set you apart from the rest of the candidates.

Responsibilities

As a CSM you will be working within a large team of likeminded professionals each of them owning and optimizing projects around the world. Your day-to-day responsibilities will include:

  • Collaborate with other company departments e.g. Operations, Copywriting, Tech and Project managers to ensure project faultless performance and resolve possible issues.
  • Serve as the primary point of contact for assigned clients, building strong relationships and understanding their goals, challenges, and objectives
  • Focus on team happiness and better coordination, to build a high performing team.
  • Liaise with clients regarding improvements, reporting and project handling.
  • Produce daily and weekly projects' financial reports for clients and upper management.
  • Hypothesize and prove assumptions via effective use of reporting and data presentation (participant tenure, spending and segmentation).
  • Propose, deliver and execute testing to maximize project performance and revenues.

Daily routine tasks

  • Monitor project performance via the online reporting tools.
  • Have the ability to understand and interpret the data from the available reporting tools, in order to identify any possible issues and escalate them appropriately to stakeholders (Velti internal teams, partner and client).
  • Prepare weekly progress reports presentations (PowerPoint).
  • Handle incoming customer complaints via email.
  • Handle incoming requests by Client and the consequent communication.
  • Establish communication between Velti, partner, Client.
  • Attend (on a weekly/monthly) basis meetings with client in order to discuss project progress, lessons learned, propose new actions and optimization techniques.
  • Establish good relationship with client in order to become #1 contact point for any query, discussion, suggestion, while keeping eyes open for any upsell opportunity that might arise.
  • Identify and pursue opportunities for upselling or cross-selling additional products/services to existing clients based on their needs and usage patterns
  • Proactively engage with clients to drive adoption, usage, and satisfaction with our products/services, providing guidance, best practices, and support

The Client success department is responsible for the financial performance of each project. It is central to the company and collaborate with all other departments to ensure the maximization of the project's performance.

Minimum Qualifications

  • Mathematical & analytical thinking.
  • Excellent knowledge of MS Excel & PowerPoint.
  • Excellent written and spoken communication skills in English
  • Strong collaborative and communication skills.
  • Readiness to travel to client offices for local project support.

Additional Qualifications

  • Experience with financial targets and performance.
  • Familiar with data analysis tools (e.g. Tableau).
 

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