Customer Sucess Manager

• Lead top and mid-tier customers within the Platform Solutions team.
• Act as primary point of customer contact, quarterbacking day-to-day customer engagement.
• Develop and maintain a strong understanding of the customer’s business goals and challenges.
• Driving toward “trusted advisor” status with the customer. Develop and maintain strong relationships at multiple levels at the customer’s organization.
• Provide industry guidance on both product and advertising strategy to aid customer in developing a cohesive marketing plan.
• Provide product knowledge and industry guidance on best practices to effectively leverage the Roku platform to meet customer’s needs.

Customer Development

• Prepare and manage regular customer meetings: Lead weekly status meetings, delivering Quarterly Business Reviews.
• Drive and support Roku product adoption and growth among dedicated portfolio of customers.
• Partner with the Platform Solutions Account Executive to drive customer growth by supporting pre-sales activities and working together to identify and close new opportunities.
• Develop and maintain a Customer Success Plan for dedicated portfolio of customers in partnership with Platform Solutions Account Executive.

Internal Customer Advocate

• Maintain strong relationships and communication channels with sales and other key internal teams to support overall client growth; continuously operating in the mutual best interest of the client and Roku.
• Work in partnership with Sales and Sales Engineering to produce customer deliverables.
• Coordinate with Product Management on customer business needs and product and solutions road map alignment.
• Communicate effectively with internal teams to provide top of the line customer support.
• Manage internal customer escalations ensuring we get ahead of any issues and lead the development of a plan for resolution.

Leadership

• Lead top and mid-tier customer engagements.
• Provide expert level internal and external leadership in ad technology.
• Provide external guidance on product best practices.
• Support pre-sales activities for mid and top-tier opportunities.
• Provide guidance on necessary account, solution and campaign activities.
• Review internal and external deliverables.

Skills and Qualifications:

• 3-5 Years of account management or customer development experience.
• Ambitious self-starter who enjoys a good challenge and continuous learning.
• Knowledge of advertising technology business (RTB, ad networks, digital media, digital ad serving).
• Experience in mobile, display or video advertising preferred.
• Understanding of digital advertising campaign management including strategies, tactics, execution (ad serving and pixels) and reporting.
• Demonstrated track record of success and established relationships.
• Ability to manage in an emerging technology company.
• Diligent work ethic. Must be self-motivated and able to take proactive initiative to get the job done.
• Strong analytical and consultative skills. Ability to analyze, review results, and propose strategies.
• Excellent listening, presentation, written and verbal communication skills, both with internal colleagues and external clients.
• Effective customer meeting preparation and meeting management.
• Creative problem solver and cross company team player.
• Ability to make customer travel as required.