Description:
Adthena is a ‘Customer Value’ oriented business. As such, the Customer team is critical to our success. In our London office, this team consists of Account Management and Customer Success roles - both of which are critical to the success of our clients.
We work closely together to leverage each other's skills and abilities, ensuring that our clients are successfully achieving their goals. We work as a close-knit, highly functional team and contribute to the wider business by working closely with Sales and Marketing to encourage business alignment.
What you’ll do at Adthena
Responsibilities
- During the first 30 days, you will: Learn about the product, the business, the tools we use and the processes to set you up for success in your new role
- After 60 days, you will have: Arranged calls and F2F meetings with key stakeholders on a pre-assigned ‘green’ client list. These will be assigned to you in blocks; eventually, you will manage up to 30 clients, depending on the size of the clients.
- Moving forward, you will be responsible for driving engagement via monthly catch-ups and contributing to Quarterly Business Reviews.
- Co-own success plans with your clients, guiding them through key milestones to achieve value, and capturing outcomes along the way.
- Act as a trusted advisor, an extension of their team, delivering strategic insights and best practices where necessary
- Be the voice of the customer, providing feedback internally to product and management
- After 90 days, along with your Account Manager you will have successfully conducted Business Reviews with senior stakeholders for each of your clients, fostering a high client Health Score in your book of business and building referable relationships with key clients
- After 12 months, you will have delivered an exceptional client experience, leading to 90%+ gross revenue retention
- Provided value on current subscription and scoped out potential upsell opportunities for Account Management.
- After 18 months, you will have a proven track record as an Adthena CSM, where you can further your career as an individual contributor or explore a management career path.
Who we look for
Research shows men apply if they meet ~60% of the criteria, while women and underrepresented groups apply only if they meet all requirements. If you have the skills but don't meet every requirement, reach out – we'd love to explore how you could be a great fit!
Required Experience:
- Minimum of 2+ years of experience in managing Google Ads/search accounts for clients
- A good understanding of the Digital Marketing landscape, PPC, including the Search ecosystem
- Experience in client-facing/client services roles, with strong stakeholder skills up to C-level
- Strong analytical skills (Looker, Tableau or similar data visualisation tools)
- A customer-centric approach focused on delivering value
Desired Experience:
- SaaS, AdTech/MarTech or Media Agency background