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Job Details

Customer Success Manager Programmatic - FreeWheel

Company name
Comcast

Location
Philadelphia, PA, United States

Employment Type
Full-Time

Industry
Customer Service, Manager, Retail

Posted on
Jun 07, 2023

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Profile

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for ensuring high levels of client satisfaction by playing a consultative role for strategic clients. Provides focused treatment to the client for the purpose of securing and retaining an account. Plan, budget, oversee and document all aspects of the specific account assigned. Work closely with upper management to make sure that the scope and direction of each project is on schedule, as well as other departments for support. Works with moderate guidance in own area of knowledge.Employees at all levels are expect to:- Understand our Operating Principles; make them the guidelines for how you do your job- Own the customer experience - think and act in ways that put our customers first give them seamless digital options at every touchpoint and make them promoters of our products and services- Know your stuff - be enthusiastic learners users and advocates of our game-changing technology products and services especially our digital tools and experiences- Win as a team - make big things happen by working together and being open to new ideas- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles making call backs and helping us elevate opportunities to do better for our customers- Drive results and growth- Respect and promote inclusion and diversity- Do what's right for each other our customers investors and our communities

Job Description

About the team

FreeWheel Client Services takes an innovative, collaborative, and white-glove approach in providing best-in-class services and forward-looking business solutions for the media industry. This opportunity is at FreeWheel, a Comcast Company, and will be dedicated to Beeswax, our Demand Side Platform (DSP) programmatic offering.

The Customer Success team ensures our clients experience exceptional service from implementation through to retention. We use our deep domain knowledge, system expertise, and close engagement with our clients to ensure Beeswax is delivering to meet our client's critical business challenges and evolving needs.

About the Role

Reporting to the Senior Manager, Customer Success, we are looking for a Customer Success Manager to promote the retention and growth of our accounts. You will work directly with our customers to ensure they achieve their business objectives on the Beeswax platform. You'll provide tactical guidance on topics such as campaign set up, optimization, inventory curation, and other best practices for running managed or self-service media businesses while also providing recommendations and trainings on how to best use the Beeswax platform. You will help build a book of 10-20 accounts and will own all retention, adoption, and satisfaction efforts. Your performance will be measured on those dimensions.

We ask that you have a consultative mindset to manage customer relationships across a variety of partners, including their C-suite, engineering, product, data science, and ad operations teams. Additionally, you will work with internal engineering, product, solutions, and support teams to provide market feedback and customer requirements while ensuring client expectations are managed as we grow our partnerships and co-develop solutions.

This role is perfect for someone who is curious, customer obsessed, passionate about technology, and is looking to accelerate their career at a growing organization.

What You'll Be Doing:

Be the primary contact for our buy-side customers

Train customers on new and existing platform features

Consult customers on best practices for running their managed or self-service media businesses and make proactive recommendations of feature usage that will help them scale on the platform

Use your programmatic knowledge as well as knowledge of Beeswax's product offering and data-driven insights to develop joint solutions to achieve customer objectives

Work with the account management team to implement account plans based on an understanding of clients' business and technical challenges, and their goals

Collaborate with the account management team to provide compelling business reviews with thoughtful insights and outlined opportunities for growth

Liaise with cross-functional Beeswax teams (including account management, product, engineering, professional services, and support) to ensure sustained value and delivery against customer goals

Who You Are:

2 years of experience in programmatic advertising technology

Experience managing media and/or tech accounts, such as publishers and data providers, or programmatic experience at an agency, marketer, or media company

The ability to learn & teach technical concepts to technical and non-technical contacts

Strong organizational, presentation and communication skills

Experience working with cross-functional teams

Dependable and accountable

Employees at all levels are expected to:Understand our Operating Principles; make them the guidelines for how you do your job.Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.Win as a team make big things happen by working together and being open to new ideas.Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.Drive results and growth.Respect and promote inclusion & diversity.Do what's right for each other, our customers, investors and our communities.Disclaimer:This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years

Salary:

National Pay Range: $40,014.88 USD-$93,784.87 USD

Additional Range: This job can be performed in New York City, with a Pay Range of $60,022.32 USD - $90,033.47 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com

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