Senior Client Services Manager

Job Description

In January 2023, Yieldify was acquired by Epsilon (part of the Publicis Group). The Yieldify platform will now increase performance and benefits over time as it is integrated with Epsilon’s industry-leading CORE ID. As part of this new era for Yieldify, we are growing our teams to address our core markets in North America, Europe, Australia and Southeast Asia. Yieldify needs talented people who want a career-making opportunity, are performance-driven, and thrive in a dynamic culture of openness, collaboration and innovation.

We are looking for a Senior Customer Success Manager to join our awesome team in London! In this role, you’ll work across a key portfolio of brands developing strategies and recommendations for your clients websites that achieve core e-commerce goals and objectives. You will work closely with your clients to understand their needs and prioritise strategies that drive revenue, engagement and stickiness. This is a role where your success is based on both retaining and expanding existing contract values across your client portfolio and those within your team.

Key responsibilities include:

• Manage, motivate and mentor a team of customer success managers
• Set performance goals, provide consistent feedback and ensure ongoing professional development
• Own the e-commerce strategy, campaign execution and data insights for your client portfolio.
• Promote a culture of accountability, ownership, continuous improvement and commercial focus.
• Collaborate with UX designers and technical account managers to ensure quality and timeliness of campaign builds. 
• Respond to client requests in a timely and effective manner 
• Manage the client renewal process from commercial negotiation to contract finalisation.
• Identify and manage commercial execution of expansion opportunities within your portfolio.
• Prepare and present monthly performance reviews for individual clients to report on key performance metrics and recommendations for future strategies to enhance ROI
• Collaborate with other departments globally, such as product development and data analytics, to ensure that e-commerce strategies are aligned with the overall business strategy. 

We’re looking for someone with:

• 5+ years of client management experience across e-commerce or Martech.
• A strong understanding of digital marketing, e-commerce, and marketing technology.
• Proven success managing a portfolio and evidence of prioritising client requests and relationships.
• Ambition and drive to grow existing client contracts through partner site expansion and product upsells. 
• An analytical mind who can dive deep into data, identify patterns and generate insights for the benefit of our customers.
• Excellent communication and presentation skills. You keep people engaged and have a strong ability to ‘read the room’ to know what you should say or show next to clients.

Qualifications