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Senior Specialist Customer Success, SMC

Snapchat

Snapchat

Customer Service, Sales & Business Development
Multiple locations
Posted on Wednesday, June 5, 2024

Snap Inc. is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and it's AR glasses, Spectacles.

Snap’s Customer Success team is focused on scaled post sales management via high-impact programs that deliver a positive post-sale experience to Snap’s global audience of Small and Medium-sized Customers.

As a Customer Success team member you’ll execute and influence these programs and associated account management levers, informed with data. This includes working with teams that work to maintain our most strategic senior level customer relationships, while also scaling impact by identifying and operationalizing opportunities to outsource execution of repetitive tasks via Customer Success Workflows. Ultimately, your goal is to collaborate on high quality advertiser solutions, tools and programs for our customers, with predictable timelines across geographies. You’ll partner closely with engineering (sales tool engineering, business website engineering, and ads engineering) to devise and coordinate technical solutions to advertiser use-cases, including problems. As the inaugural member of our team based in the Santa Monica office, you’ll manage complex client challenges and drive revenue growth via scaled strategies across our global customer base.

You will be able to go deep on technical solutions and contribute to long-term strategies that are critical for the health and success of our advertisers, influence cross-functional partners such as Engineering, Data Science, Marketing Science, Revenue Growth, Insights and Sales teams to help us improve the customer experience, and focus on high level strategic initiatives that will significantly impact revenue across the business. The ideal candidate will be an exceptionally strong analytical thinker who thrives in fast-paced and dynamic environments, can manage complex projects, and brings strong technical expertise and communication skills. You love and thrive on managing high-impact, complex technical programs.

What you’ll do:

  • Work on multiple cross-functional workflows, in collaboration with SMC, Engineering, Data Science, Marketing Science, Revenue Growth, Insights and Sales teams, that deliver scaled technical advertising solutions to customers.

  • Work with teams to build robust advertiser use cases and perform comprehensive opportunity sizing to influence and advocate with Leadership and XFN based on client, vertical and business needs to drive revenue growth and foster strategic partnerships with our global customers.

  • Assist with robust post sales account management, optimization, and the setup of best practices in a scaled manner to help our customers hit their business goals with Snap ads.

  • Partner closely with engineering (sales tool engineering, business website engineering, and ads engineering) to create and influence technical solutions addressing the advertiser use cases.

  • Provide domain expertise to form workflow strategies, processes and execution plans, milestones, KPIs and manage risks.

  • Lead with teams and execute initiatives in partnership with internal stakeholders and identify opportunities to outsource repeatable tasks leveraging outsourced capacity.

  • Share best practices and promote a culture of learning, experimentation and problem solving to ultimately unblock advertisers.

  • Participate in feedback loops from clients to drive Product improvement initiatives, working closely with the Engineering and Data Science teams to demonstrate revenue impact to leadership to influence prioritization.

  • Partner with our team to provide consultation to our strategic senior level customers and deliver the most optimal ad products.

  • Co-create scalable growth strategies by advising on product, technical, measurement capabilities and maximizing campaign performance to enhance and deliver on our client’s business goals.

  • Leverage complex performance data to deliver impactful, data-driven business insights to influence account strategies and at the same time, drive strategic discussions and enhance advertising offerings using insightful data analysis

  • Partner on complex workstreams, including designing, deploying and optimizing programs that leverage outsourced resources to resolve common client friction points and improve business outcomes at scale

Knowledge, Skills & Abilities:

  • Strong analytical thinker who thrives in fast-paced and dynamic environments.

  • Ability to work in a fast paced environment and adaptable to changes.

  • Ability to manage complex projects, high-impact and complex technical programs.

  • Strong technical expertise and communication skills

  • Ability to operate with business acumen with key customers, understanding how long term Snap strategies ladder back to their business goals.

  • Self-starter with excellent interpersonal and communication skills

  • Demonstrated ability in planning, building and executing cross-functional projects.

  • Depth of understanding of media management, campaign diagnostics and optimization within a biddable auction advertising environment.

  • Demonstrated ability to proactively identify and solve problems by analyzing large data sets.

  • Strong analytical and strategic thinking, with the ability to identify key opportunities and transform them into action.

  • Thought leadership that overcome major hurdles and unblock spend.

  • Ability to work effectively with cross-functional teams and all levels of management.

  • Strong presentation and communication skills.

  • Strong Industry knowledge - experienced in ad tech/online marketing technologies and understands how to implement them for an effective and efficient marketing strategy.

  • Ability to leverage data to create an engaging narrative that assists in selling through ad products and services.

  • Subject matter expert in complex/technical product and measurement capabilities.

Minimum Qualifications:

  • Bachelor’s degree in business, science, marketing, computer science or another related area of study or equivalent years of experience

  • 5+ years experience in digital media space preferably in program management or adjacent roles

  • 5+ years of experience in Technical Account Management, Program Management, Analytics, or Consulting

  • Expansive experience in technical program management, scaled account management preferably in a related industry.

  • Advanced Excel and PowerPoint skills, as well as experience with analyzing datasets, and delivering actionable insights

  • Depth of understanding of advertising performance metrics and ecosystem

Preferred Qualifications:

  • Expertise in influencing cross-functional team’s roadmaps

  • Depth of experience in technical solutions management

  • A passion for Snapchat as a user and knowledge of our ad products

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at accommodations-ext@snap.com.

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

The base salary range for this position is $138,000-$207,000 annually.


Zone B:

The base salary range for this position is $131,000-$197,000 annually.

Zone C:

The base salary range for this position is $117,000-$176,000 annually.

This position is eligible for equity in the form of RSUs.