Sr. Manager, Customer Success - Beeswax

FreeWheel, A Comcast Company, comprised of FreeWheel Publishers, FreeWheel Markets, and FreeWheel Advertisers empowers all segments of The New TV Ecosystem.

We are structured to provide the full breadth of solutions the advertising industry needs to achieve their goals. We power the technology, data enablement, and convergent marketplaces required to ensure buyers and sellers can transact across all screens, across all data types, and all sales channels, in order to ensure the ultimate goal results for marketers.

With offices in New York, San Francisco, Chicago, London, Paris, Beijing, and across the globe, FreeWheel, A Comcast Company, stands to advocate for the entire industry through the FreeWheel Council for Premium Video.

Have you got the right qualifications and skills for this job Find out below, and hit apply to be considered.

Job Summary

This opportunity is at FreeWheel, a Comcast Company, and will be dedicated to Beeswax, our Demand Side Platform (DSP) programmatic offering.

The Customer Success team acts as the main point of contact for the self-serve buyers on the Beeswax platform. We use our deep domain knowledge, system expertise, and close engagement with our clients to ensure Beeswax is meeting our clients’ critical business challenges and evolving needs.

Job Description

Reporting to the Executive Director of Strategic Relationships, we are looking for a Senior Manager to oversee and lead the Beeswax Customer Success team.

You will be responsible for ensuring the team provides best-in-class service to all self-serve Beeswax customers.

What you’ll be doing :

Lead, train, and motivate a team of Customer Success Managers

Lead the onboarding and training of all new hires on the team

Track team performance and assist in growth of team members

Develop and maintain a deep understanding of the Beeswax product and new features that launch to effectively guide the team and develop client communication

Identify areas for improvement in processes, tools, best practices, and customer interactions, and then implement necessary changes

Act as an escalation point for customer issues

Develop and implement strategies to increase product adoption with customers

Collaborate cross-functionally with Account Management, Product, Marketing, Sales, Engineering, Solutions Consulting, and Support teams to relay market / customer feedback and ensure customer requests are heard

Create client-facing communication on behalf of the CSM team and ensure all communication is distributed to customers

Assist in the launch and communication of go-to-markets for new features and lead the customer-facing beta process (identifying beta partners, developing customer-facing trainings, creating talking points for the CSM team, and facilitating feedback sessions with the product team)

Who you are :

7-10 years in ad tech, preferably at a buy-side company

Proven experience in a customer success or account management role, with at least 5 years in a managerial position

Strong understanding of buy-side programmatic advertising, including hands-on experience with demand-side-platforms or ad exchanges / SSPs

Critical thinker with excellent organization and communication skills

Employees at all levels are expected to :

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Disclaimer :

This information has been designed to indicate the general nature and level of work performed by employees in this role.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years

Salary :

Primary Location Pay Range : $123,105.47 - $184,658.21

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.

Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.

That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the compensation and benefits summary on our careers site for more details.

J-18808-Ljbffr