Employment Type: FullTime
Location Type: OnSite
Department: Customer Success & Solutions Eng
LiveRamp is shaping the future of responsible data collaboration between the world's leading brands, retailers, financial services providers, and healthcare innovators. As consumers embrace new AI-driven experiences, the LiveRamp data collaboration network exponentially expands the breadth and accuracy of the data on which marketing AI capabilities operate, powering deeper customer insight and measurable performance on a global scale. LiveRamp is headquartered in San Francisco, California, with offices worldwide. Learn more at LiveRamp.com.
You will:
Invest significantly in building and nurturing executive-level customer relationships with LiveRamp's most strategic Brand customers and manage a portfolio of clients end-to-end
Champion customer-centricity across LiveRamp, and collaborate across internal teams to improve the customer journey
Partner with cross-functional teams. Evolve the tools, processes, and strategy for customer engagement and segmentation as LiveRamp's Brands business continues to grow
Be dedicated to continuously improving customer health, ensuring customers are adopting LiveRamp products and solutions
Coach and mentor CSMs of the Brands Customer Success team, while sharing best practices in Customer Success as needed
Effectively identify and lead cross-functional initiatives to improve the customer experience
Address challenging customer requests and engage in issue resolution as needed
Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders
Lead renewal strategy and forecasting with rigor: run mitigation sessions, coach to value-selling methodology, challenge assumptions, and maintain renewal forecast accuracy. This includes contract negotiation and its corresponding paperwork
Ensure customers realize value and adoption, coaching teams to become trusted advisors who demonstrate wins and drive long-term growth
Your team will:
Deliver on our vision that our customers see LiveRamp as a strategic & foundational partner who drives value for their business. Your team works closely with Product, Support, Services, Marketing, Finance, Data Ethics, Legal, and Sales, in order to drive amazing customer experiences.
About you:
Enterprise B2B SAAS CSM experience, with specific emphasis on Media Buying & Measurement and Collaboration or Identity
Minimum of 7 yrs as CSM/Account Director, or 10+ years customer facing with 4 in CS
History of growth in seniority of roles or size of accounts preferred
Must have experience with accounts $2M+ in ARR, or negotiation and project management skills
Nice to have experience in managing 3-5 highly strategic accounts
Or have experience managing 20+ $500k+ accounts at once
Familiarity with LiveRamp and its role in ecosystem, either from brand client or platform side
Familiarity with Clean Room solutions, Measurement and/or Collaboration use cases
Familiarity with Salesforce or other CRM Software
Experience drafting and delivering QBRs, executive summaries
Experience managing renewals and partnering with Sales on upsells/cross-sells
Nice to have:Multiple roles across adtech/martech either on Sales side or Buy side (Brand/Agency)
Preferred Skills:
Strong leadership capabilities:
Ability to steer a group of internal stakeholders towards a common objective
Motivating and project managing internal stakeholders
Strong organizational capabilities
Ability to plan ahead for what you need to do
Are you able to anticipate multiple outcomes and plan for each scenario (Chess)
Resourcefulness
Ability to source/obtain information that you don't inherently possess
Ability to navigate disparate internal and external resources
Not easily swayed from getting information necessary
Tact and presence:
Able to prepare for a C level conversation (bonus: familiarity with NPV, IRR, ROI)
Ability to craft & present summary of value delivered from customer's perspective
Strategic insight
Able to demonstrate an understanding of clients' business goals and objectives, and ensure our solutions are aligned with their success criteria.
Track record of Identifying opportunities for upselling and cross-selling to achieve revenue growth targets.
Strong Relationship & Empathy
Ability to digest how product/process change might impact customer's business
Ability to communicate why change is disruptive and empathize with customer
Bonus: Ability to provide recommended adjustments to change based on customer & potential other customersThe approximate annual base compensation range is $125,000 to $155,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.
Benefits:
People: Work with talented, collaborative, and friendly people who love what they do.
Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
Savings: Our 401K matching plan-1:1 match up to 6% of salary-helps you plan ahead.
More about us:
LiveRampers are empowered to live our values of committing to shared goals and operational excellence. Connecting LiveRampers to new ideas and to one another is one of our guiding principles-one that informs how we hire, train, and grow our global teams across nine countries and four continents. By continually building inclusive, high belonging teams, LiveRampers can deliver exceptional work, champion innovative ideas, and be their best selves. Click here (https://liveramp.com/careers) to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.
LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance.
California residents: Please see our California Personnel Privacy Policy (https://liveramp.com/privacy/california-personnel-privacy-policy/) for more information regarding how we collect, use, and disclose the personal information you provide during the job application process.
We use automated decision systems (ADS) as part of our recruitment and hiring process. If you require an accommodation or believe that the use of an ADS may create a barrier to your application or participation in the hiring process due to a disability or other protected characteristic, please let us know. We are committed to providing reasonable accommodations and ensuring an equitable hiring experience for all candidates.
To all recruitment agencies: LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes.
We are proud to be an equal employment opportunity and affirmative action employer. We believe in diversity and do not discriminate based on race, color, religion, sex, age, national origin, veteran status, sexual orientation, gender identity, disability, or any other basis of discrimination prohibited by law.
