The Senior Customer Relationship Manager serves as the primary post-sale point of contact for high-value accounts, driving revenue growth and client retention. They are responsible for developing long-range account strategies, leading executive-level negotiations, and coordinating across functional teams to ensure successful product adoption.
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The Customer Relationship team is accountable for retaining existing business and driving sales growth through client adoption of Company products and services. Clients include media agencies, platforms, direct brands, and other AdTech vendors.
They specialize in using deep industry, business processes and product expertise to increase product adoption and utilization. Post-sale client point of contact accountable for value driven engagements across the customer retention lifecycle resulting in client renewals. May handle escalations and coordinate across other functional areas of the Company.
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Essential Key Responsibilities
- Serves as the primary post-sale point of contact to top‑tier or highly complex accounts, working with full autonomy, navigating multiple buying centers, senior client leadership, and cross‑market or cross-platform strategies.
- Develop and execute long-range account strategies that align with client business goals and drive sustainable, multi-dimensional revenue growth.
- Lead high‑stakes, executive‑level conversations and negotiations, influencing senior client leadership to advance partnership priorities.
- Identify non-obvious growth opportunities, including cross-solution expansion, new platform integrations, and strategic pilot initiatives.
- Delivers significant revenue expansion across strategic, high-value accounts.
- Represent client perspectives to influence product positioning and roadmap adoption.
- Mentors junior level team members, elevating account management standards and contributing to overall team effectiveness.
- Monitor client usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for success
- Carry out regular account management activity to “Protect” existing accounts. Proactively identify accounts at risk of churn and implement retention strategies.
- Coordinate with implementation teams to ensure solution delivery meets or exceeds contracted SLAs and KPIs
- Additional duties as assigned.
Essential Skills and/or Certifications
- Minimum of eight (8) years in a post-sale client management experience leading a portfolio of high touch enterprise and/or strategic accounts
- Proven experience in digital advertising, audience data, AdTech, or media sales.
- Executive relationship mastery, with the ability to build trust, credibility, and long‑term partnership with senior‑level client stakeholders.
- Strong strategic thinking and planning. Ability to apply forward‑looking judgment to shape multi‑year client strategies and guide complex decision pathways.
- High‑level commercial insight, evaluating market dynamics, client business models, and emerging opportunities to drive multi‑dimensional revenue growth.
- Strong consultative selling skills. Ability to frame problems effectively, proposing strategic solutions, and guiding clients toward transformational initiatives.
- Advanced communication and negotiation skills, delivering clear, persuasive recommendations and navigating high‑stakes conversations with confidence.
- Analytical and insights‑driven thinking, using data and client feedback to shape strategic recommendations and influence product roadmap decisions.
- Leadership and mentoring capability, fostering skill development, elevating team standards, and modeling best‑in‑class account management practices.
- Cross‑functional collaboration, aligning Sales, Product, and operational teams to execute cohesive strategies and support complex client needs.
- Proficiency in Microsoft Office Suite skills.
- Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
- Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
- Where applicable, fluency in English and languages relevant to the working market.
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