Customer Success Manager

ADARA

Singapore
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/02/2021
  • Website: adara.com
  • Company Address: 351 E Evelyn Ave Suite 100, Mountain View, CA, 94041

About ADARA

ADARA empowers the world's leading travel brands to grow the industry together. Built on the world's richest travel data co-op, ADARA offers people-based insights for travel companies. Clients get a value-based understanding of their relationship with their customers, with travel patterns, trends and behavior from more than 850 million monthly unique traveler profiles across more than 200 of the world's top travel brands. ADARA delivers critical intelligence to activate personalization and relevance throughout the customer journey for sustainable growth. Its offerings span the three core pillars – Learn, Act, Measure & Modify – to drive measurable outcomes at the customer level.

Job Description

ADARA serves leading travel brands by delivering critical intelligence that drives personalization and relevance throughout the customer’s journey resulting in more enduring and profitable relationships. Fueling these insights is our data co-op which connects over 200 leading travel brands to create the most comprehensive view of the world's travelers and their behaviors across brands, channels, and devices. ADARA transforms how our B2C clients leverage consumer insight at every stage—learn, act, measure and modify—to unleash the revenue potential of each individual.

The Sr. Customer Success Manager will drive adoption of ADARA’s Traveler Intelligence solutions by existing and new clients through data-driven customer consultation. This person is responsible for working within cross-functional teams of internal ADARA stakeholders including: Sales, Business Development, Ad Operations, Modeling, Analytics and Product, to ensure client support and business growth. The Sr. CS-Manager will provide differentiated actionable insights, strategic recommendations for all uses of ADARA’s data to meet client objectives. The ideal candidate will be able to combine an expertise in our services with an intimate understanding of clients’ goals and business strategy to drive overall customer satisfaction and retention of the partnership.

 

Responsibilities 

·  Responsible for building and maintaining profitable relationships with large direct and agency Tourism clients

·  Develop and manage relationships with prospects and existing customers through a combination of daily, out-bound calling, and as needed in-person or virtual meetings

·  Understand the client’s business needs and builds a compelling strategy that delivers results

·  Think ahead and proactively anticipate the needs of the client

·  Manage the entire sales process from prospecting to close

·  Perform customer onboarding and training with an expert-level understanding of the products and technical details of media and site pixeling

·  Effectively implement net new business acquisition sales strategies and tactics to maximize efforts to penetrate new accounts and achieve quota objectives

·  Project manage cross-functional teams to implement plans for campaign success

·  Drive analysis of campaign results, market insights, trends and work with Analytics to develop relevant and valued intelligence including custom post-campaign review and quarterly reviews

·  Have significant input into the development of quota objectives and future direction within the territory, area, and/or accounts

·  Monitor campaign performance and delivery to exceed defined KPIs

·  Interface with a highly diverse set of functions and buyers at all levels within customer/prospect organizations, and channel, including C-level Executives

·  Aggressively review account activities and hold responsibility for building a pipeline to 5x quota in order to achieve revenue objectives

·  Evangelize Adara’s vision through product demonstrations (virtual and in-person), market events, and trade shows

·  Work independently and collaboratively to achieve quota objectives

·  Partner with Impact Sales and Impact AM to present newly released functionality to customers or perform demos of the product when necessary

·  Overcome obstacles; negotiate pushbacks and Ultimately, drive high customer satisfaction and drive successful renewal and upsells

Qualifications 

·  5+ years of advertising/ analytics/ data sales experience

·  Strong Salesforce discipline and MS Office proficiency 

·  Experience with programmatic/RTB, ad servers, rich media vendors, and web debugging preferred  

·  Strong organizational and time management skills, ability to prioritize and meet deadlines, and maintain strong attention to detail

·  Self-motivated to take initiatives to drive results with the ability to work in both a team environment and independently

·  A passion for travel and knowledge of the travel industry

·  Understanding of digital marketing strategy, data analytics, and programmatic media

·  Experience with consultative sales

·  Flexibility and proficiency to learn quickly

·  Expert with Microsoft Office Suite, particularly in PowerPoint & Excel

·  Experience with CRM software, SFDC preferred, JIRA, Google Marketing (Tag Manager, Campaign Manager, GA…), FBM

- Google Ads Search and DV360 Certification an Advantage. 

·  Ability to present on Zoom

·  Proven ability to establish new accounts and exceed quota

·  Proven track record at selling to enterprise accounts

·  Thrives in fast-paced, demanding, and fun entrepreneurial environment

·  Ability to consistently meet or exceed metrics related to outbound calls, open pipeline opportunities, and closed-won revenue set by sales leadership

·  Ability to build trusted rapport with CXO level customer contacts

· Ability to deliver presentations and messages to various sized audiences at all levels (manager to C-level individuals) – both virtually and in-person

·  Communicating the value proposition: highly skilled at pushing a conversation to a common place where a solution model works for the client

·  Proven negotiation skills and success in developing customer relationships

·  Bachelor's Degree

Personal Attributes

·  Proactive, self-starter with strong interpersonal skills

·  Proactive and adaptable to new challenges and flourish in a “start-up” environment

·  Strong team player collaborates with others yet can voice strong opinions

·  "Can-Do" approach to a wide and rapidly changing workload

·  Excellent listener – encourages information from people

· Enjoy working in an informal environment with a "start-up" culture 

 

ADARA is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. While performing the duties of this job, the work environment may require an individual to be able to sit or be stationary at a computer and use computers for extended periods of time and move freely around the building.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.