Customer Success Lead
Il y a 2 mois
Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
**Team**:
The Client Solutions team mission is to establish and build scalable, long-term client relationships by solving direct clients' and agencies' challenges through scalable, best in class campaign services. Client Solution Managers have a holistic understanding about TikTok's ad products and are humble and open for change. You are joining a team of consultants and marketing and self service platform experts, who proactively drive the client’s growth strategy, including upsells, renewals and campaign reactivations.
As a true business enabler, the Client Success Lead acts as the interface between sales teams, management and XFNs coordinating business priorities, strategic projects and cross-functional projects. The Client Success Lead is instrumental in ensuring the seamless delivery of our products or services, leveraging keen analytical skills to identify areas for improvement and optimization. This role is pivotal in fostering strong client relationships, understanding their objectives, and aligning our offerings to drive mutual success. In addition, the Client Success Lead guarantees an in-depth and constant flow of quantitative analysis, digging into our system to understand and leverage data-driven insights.
**Responsibilities**:
- Facilitate CSM day-to-day through in-depth monitoring of business delivery and ensure a successful transition of client success team under to industry leaders (budget consumption, CSM productivity, etc)
- Fuel TikTok Client Solutions (TTCS) growth, supporting CSM to enable customers to achieve the most with our products today and shaping our products for long-term revenue planning
- Identify and size business opportunities, propose and deliver a bottom-up go-to-market strategy in-line with team priorities and supporting cross-vertical objectives (JO, features push etc)
- Collaborate closely across cross-functional (XFNs) teams (Product, Marketing, MarSci, MSO, MI) and facilitate frictionless communication and information sharing through regular updates.
- Extract, analyze and leverage insightful quantitative data to nurture sales teams with business intelligence
- In collaboration with the GBS Leadership team, drive strategic projects planning and priorities (strategic plan, bottom-up revenue planning, quarterly reporting, alignment with MSO, 3M, account management)
- Report task force evolution with Management, PM and MSO
- Continually looking to improve internal business processes
**Qualifications**:
**Minimum Qualifications**:
- Experience within Account management / customer success
- Strategic mindset, able to prioritize, emphasize and monitor short-term business pacing as well as long-term priorities
- Advanced understanding of TikTok advertising solutions offering
- Digital advertising acumen with a strong understanding of clients priorities & challenges
- Excellent French and English oral and written communication skills
**Preferred Qualifications**:
- Able to interact with all layers of the organization
- Passion for TikTok
- Proactive attitude with excellent project management, organizational, and analytical skills
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
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