Careers US Customer Success Executive

US Customer Success Executive

The Company

Do you love working in an agency but feel there must be more?

Are you frustrated by targets because what drives you is building strong relationships?

Are you just a number in a big agency, without any connection to your team, clients or leadership?

Do you want to work in a unique agency that’s in a sector that is the place to be right now?

This could be the perfect role for you!

We are an agency like no other, because we specialise in audio and digital together.

We work with brands who want to do either discipline properly, and help other agencies who don’t have in-house specialists. We’re also Spotify’s creative partner in North America and Europe.

We have our own in-house studios and an amazing team of specialists who work across everything from radio and Spotify commercials to website creation, fully immersive 3D audio creative to playlist curation and everything in-between.

We’ve gone from strength to strength in recent years, expanding both our team and our studio facility that we call home.

We believe that delivering exceptional customer service and a brilliant product are at the core of everything we do. We work to build partnerships with our clients, ensuring our solutions are tailored to their needs.

We’re a mix of arty, geeky, techy, creative types who deliver exceptional products for our clients every single day. We’re continually pushing the boundaries of what’s possible and we always celebrate our successes along the way.

Diversity and inclusion matter to us. They’re not just words. We are committed to inclusion across race, gender, age, religion, identity, and experience. We welcome your uniqueness.

We’re part of the SNK Publishing Group, based in London and New York, which includes SNK Studios, and Red Apple Digital.

We’re really proud of what we’ve achieved so far but we’re not stopping there, as we’re now looking for a Customer Success Exec to join us in our East Coast office.

Our Culture

We're creative (standard). We're honest and open. A swear jar would bankrupt us all. We're all equal and we laugh at ourselves… and each other.

We're unconventional, productive and we do whatever it takes to get the job done. We like burgers (meat, veggie and vegan).

We always make time for each other and our clients. We live and breathe audio. We're people pleasers. We're all very different and we love that about our team.

We praise each other and recognise achievements. We like going to the pub. We don't quit, we fix. We're kind and caring. We make a difference. We stick together and pick each other up when it's needed.

We like to dance. We say please and thank you. We're passionate and motivated. We always leave our clients feeling good.

The person we are looking for

You have a background in the advertising industry, having worked in a similar role at a creative, media or digital agency, radio station or production company. You’ll understand either audio or digital inside out, but don’t worry, we’ll teach you what you don’t know.

You’ll have a strong belief in delivering great customer service and being a champion of your clients internally. You’re a people person so you’ll be comfortable and confident speaking to clients at all levels and be able to present yourself as a trusted resource that they can rely on.

You’ll have great experience at collating information, taking good briefs and distributing to internal teams. You’ll be versatile, adaptable and able to manage multiple projects at once. We’re a busy department so you’ll be prepared for the unexpected. You’re not a passenger, you’re proactive and make things happen.

You are a team player and love working together to solve problems and get things done. You’ve got their back, and they’ve got yours because the success of the company that you’re part of is really important to you. You love being part of a busy team that always delivers and you’ll be comfortable working with colleagues who are not based in an office together right now.

You won’t be afraid to put your ideas and opinions forward, but you’re also able to listen to others and give the final decision 100% commitment no matter where it came from. You’ll be really proud of the work we produce and you’ll share it with your wider network.

You’re great at what you do, but that doesn’t mean you’ve stopped trying to develop yourself personally and professionally. You’ll be keen to challenge yourself to constantly be better, even if it’s just a little everyday.

You’re ambitious, talented and aiming to take your career to the next level. We can’t wait to hear from you.

Key Responsibilities
  • To deliver exceptional customer service through the efficient and accurate turnaround of briefs and requests.
  • To build quality relationships with clients at all levels.
  • To interpret briefs, participate in creative brainstorms, collate a response and present back to the client.
  • To talk confidently and knowledgeably about our service and offerings.
  • To develop effective working relationships with the rest of the account team and other internal departments to ensure clear and consistent communication.
  • To keep internal CRM system up to date.
  • To ensure profitable outcomes of projects.
  • To represent the company at industry events.
  • To keep up to date with the latest developments in the ad industry and how they apply to our clients.
Essential Requirements
  • A love for audio and digital.
  • High level of experience in a similar role and specifically in the following areas:
    - Customer service
    - Organization
    - Communication skills
    - Proactivity
    - Problem solving
    - Confident in leading conversations and presentations
  • A positive mental attitude and growth mindset. We are a close team that works hard and plays hard together
  • Must be eligible to work in the US
  • Able to work from home or the office if required (both now and in non-COVID times).
Bonus Points
  • Fluency in other languages.
Salary & Benefits
  • Competitive salary.
  • Company bonus scheme.
  • Full medical/dental/vision.
  • Various training schemes to help us all be better.
  • At least two trips per year to visit our UK office around summer and Christmas parties.
  • 25 days paid vacation (plus public holidays).

The Hiring Process

It’s really important that we are a right fit for each other. Therefore we usually have three chats online, on the phone or in person. This is so we can get to know each other properly which is really important for you and us, as we want you to be with us for a long time so you need to know it’s right for you.

If there is another way you’d like to do this that will really give you the chance to shine, please tell us if we get in touch to chat.

Please email apply with the subject header US Customer Success Manager/Exec before 12.03.21.

Tell us why you’d like to join us and how you’d add brilliance to our team.

Previous applicants welcome.

No agencies please, we already work with partners.

Thank you.

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