Consumer Success Global Program Manager- US

App Annie

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/29/2021
  • Website: appannie.com
  • Company Address: 23 Geary Street Suite 800, 23 Geary Street, Suite 800, San Francisco, CA, 94108

About App Annie

App Annie is the industry's most trusted mobile data and analytics platform. App Annie's mission is to help customers create winning mobile experiences and achieve excellence. Founded in 2010, the company launched the first mobile market data solution. In 2019, App Annie acquired Libring, an advertising monetization and spend offering. Together, these solutions comprise the industry's most complete mobile performance platform.

Job Description

App Annie is looking for a data driven, process focussed and innovative Sr. Marketing Manager to join us. You will be part of the Global Field Marketing team, and wear our Customer Obsession hat with pride and are responsible for creating a high quality pipeline in our Go-To-Market motion. 

Something about us...

App Annie is the industry’s most trusted mobile data and analytics platform. Our mission is to help customers create winning mobile experiences and achieve excellence. We created the mobile app data market and are committed to delivering the industry’s most complete mobile performance offering. More than 1,200 enterprise clients and 1 million registered users across the globe and spanning all industries rely on App Annie as the standard to revolutionize their mobile business. We are headquartered in San Francisco with 12 offices worldwide. 

Along with a market defining product, we take great pride in our culture and values and strive to embody them daily! We set a high bar for our success and have made Excellence as our standard, hold each other Accountable, continuously push Innovation and Win with Style.

What can you tell your friends when they ask you what you do? 

“I am responsible for driving and governing long term projects and daily requests that support the scalability of the entire Customer experience, from onboarding through renewals. I’m an analytical problem solver and self-starter who builds reports/dashboards to develop business intelligence for customer success. I alsol analyze and utilize data insights to help develop and drive strategy to optimize our digital customer experience”

You will be responsible for and take pride in….

One of the many key initiatives this individual will focus on will be playing a key role in operationalizing our digital success program to scale delivery of our Customer Success teams. These success teams include Support, Services, Customer Success, Renewals and Operations. This individual will also develop and document operational processes and policies by working with cross-functional teams such as Sales, Finance, Marketing and Delivery managers.

  • Provide operational direction and execution to help the Customer Success team run more efficiently; scale and make data-driven decisions.
  • Partner with business operations to support, maintain, configure and administer Salesforce for the Global Customer Success team.
  • Help the team detect early signals of at-risk renewals by designing playbooks for success teams to address and scale engagement templates.
  • Build workflows and dashboards that analyze customer data and trigger actions for success teams to proactively engage with customers.
  • Help redesign and improve our data and analytics foundation including executive reporting, quarterly business reviews, dashboards, and business KPI trending.
  • Develop, communicate and reinforce system standards, processes, and policies.
  • Ensure all processes are well documented and maintained up to date.

You should recognize yourself in the following…

  • 2-4+ years establishing, facilitating, and supporting scaled client engagement programs with measurable impact.  Preferably in a SaaS specific ecosystem.
  • Strong project management skills.
  • Excellent presentation and communication skills (both written and verbal). Written samples may be requested.
  • Experience driving cross-functional projects end-to-end.
  • Experience with data querying and scoping; analysis and modeling; summarizing and reporting.
  • Experience with CRM (i.e. Salesforce) applications.
  • Experience with Gainsight 
  • Experience with Outreach
  • Enable and influence teams to make a difference.
  • Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers or internal business teams at an executive level.
  • Ability to react and adapt to potential rapid shifts in priorities and organizational policies.
  • Proficient with google sheets, slides, etc
  • Quantitative and highly analytical
  • Phenomenal google slides skills
  • BA/BS preferred

What we offer… 

  • Creating space for new initiatives and ideas. We’re always open to those, whether you’ve been with us for a week, month, or a year.
  • We provide a  WFH allowance to set you up for remote work success.
  • Internet allowance for stable internet connection, so your video does not freeze on Zoom. 
  • Flexible working days. We love to meet, but if you need to get your kids behind school-zoom, need to leave early to get to your band repetition or gym classes, do your thing. 
  • Paid leave, so long as you promise to come back!
  • Health and dental benefits.
  • An international team of talented and engaged people from different cultural backgrounds and locations.
  • Wellbeing allowance for any activity that matters to your wellbeing; (online) gym classes, fitness equipment, mindfulness apps or even childcare support!
  • Unlimited access to online learning platform Udemy to help you develop your skills.
  • Virtual initiatives and events to keep you connected with your colleagues.

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