Client Success Manager

Piano Overview

Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform. Headquartered in Philadelphia with offices across the Americas, Europe and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, Kirin Holdings, Jaguar Land Rover and more. Piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by World Economic Forum, Red Herring, Inc. and Deloitte. For more information, visit piano.io.

Position Overview

The successful candidate will play a pivotal role in ensuring the success and satisfaction of our valued clients, predominantly in the Americas region by providing day-to-day support to increase customer satisfaction and loyalty by optimizing and maximizing the use of our solutions. Responsibilities include:

• Serve as the primary point of contact for assigned clients, building and maintaining strong, long-lasting relationships based on trust and mutual respect
• Conduct regular check-ins with clients to understand their evolving business needs, challenges, and goals, and proactively identify opportunities to add value and drive success and adoption. Provide guidance and best practices to maximize the value they receive.
• Act as a client advocate within the company, working cross-functionally to address any issues or concerns raised by clients in a timely and effective manner
• Maintain a deep understanding of the product, its features, functionalities, competitive landscape and best practices.
• Understand the nuances of Piano’s various products, to both recommend the appropriate approach to solve a problem while also setting expectations on any implications a suggestion may have
• Work closely with account managers to ensure a cohesive client delivery experience. Actively flag any commercial risks or opportunities
• Think strategically to understand clients' business objectives and align our products or services to help them achieve their goals
• Provide clients with insight into the Piano product roadmap, tailoring the highlights and recommendations to match their specific needs
• Lead one-to-many trainings for client teams, leveraging an existing script and training curriculum
• Stay abreast of industry trends, best practices, and emerging technologies in the client success space, and leverage this knowledge to continuously improve our client success strategies and offerings.

Position Requirements

• Proven experience in a client success role, preferably in a SaaS or technology company.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels of an organization.
• Detail-oriented with strong organizational, prioritization and time management skills, able to manage multiple client accounts simultaneously.
• Problem-solving mindset with the ability to navigate complex situations and resolve issues effectively.
• Results-driven with a focus on exceeding client expectations and driving long-term customer satisfaction and loyalty.
• Solid understanding in one or more of the following areas: Analytics, Identity Management, Marketing Science, Campaign Performance Reporting, DMP/data solutions, Ad Operations, or subscription business is preferred;
• Interpersonal skills and presence to build relationships and influence key client stakeholders;
• Committed to creating a culture of mutual success, where the success of our clients is intrinsically tied to our own
• Entrepreneurial spirit, and a real sense of ownership over book of business
• A flair for client communication and understanding of customer behavior;
• Strong listening, consultative, and presentation abilities;
• Knowledge of digital media monetization, media industries, online marketing;
• Analytical thinking and ability to identify trends and patterns;
• A proactive approach and an ability to showcase account leadership to address client needs/issues is a must;
  
• Facility with productivity tools (MS, Apple);
• Basic technical knowledge is a plus, but not required (JavaScript, HTML);
• Fluent in English; knowledge of other languages (Spanish, French, Portuguese) is a plus.

This Client Success Manager job description is intended to outline the general nature and level of work expected. Specific responsibilities may vary based on the needs of the organization and the evolution of the role. Successful candidates will demonstrate a strategic mindset, exceptional interpersonal skills, and a commitment to delivering superior client experiences.