is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are , a visual messaging app that enhances your relationships with friends, family, and the world; , an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, .
is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are , a visual messaging app that enhances your relationships with friends, family, and the world; , an augmented reality platform that powers AR across Snapchat and other services; and it's AR glasses, .
Snap’s Customer Success team is focused on scaled post sales management via high-impact programs that deliver a positive post-sale experience to Snap’s global audience of Small and Medium-sized Customers.
As a Lead, Customer Success you’ll drive rapid execution and iteration of these programs and associated account management levers, informed with data. This includes acting as an external consultant in our most strategic senior level customer relationships, while also scaling impact by identifying and operationalizing opportunities to outsource execution of repetitive tasks via Customer Success Workflows. Ultimately, your goal is to deliver high quality advertiser solutions, tools and programs for our customers, with predictable timelines across geographies. You’ll partner closely with engineering (sales tool engineering, business website engineering, and ads engineering) to devise and coordinate technical solutions to advertiser use-cases, including problems. As the inaugural member of our team based in the London office, you’ll manage complex client challenges and drive revenue growth via scaled account management strategies across our global customer base.
You will be able to go deep on technical solutions and long-term strategies that are critical for the health and success of our advertisers, influence cross-functional partners such as Engineering, Data Science, Marketing Science, Revenue Growth, Insights and Sales teams to help us improve the customer experience, and focus on high level strategic initiatives that will significantly impact revenue across the business. The ideal candidate will be an exceptionally strong analytical thinker who thrives in fast-paced and dynamic environments, can manage complex projects, and brings strong technical expertise and communication skills. You love and thrive on managing high-impact, complex technical programs.
What you’ll do:
Lead multiple cross-functional workflows, in collaboration with Engineering, Data Science, Marketing Science, Revenue Growth, Insights and Sales teams, that deliver scaled technical advertising solutions to customers.
Build robust advertiser use cases and perform comprehensive opportunity sizing to influence and advocate with Leadership and XFN based on client, vertical and business needs to drive revenue growth and foster strategic partnerships with our global customers.
Deliver robust account management, optimization, and setup best practices in a scaled manner to help our customers hit their business goals with Snap ads.
Partner closely with engineering (sales tool engineering, business website engineering, and ads engineering) to devise and coordinate technical solutions addressing the advertiser use cases.
Provide deep domain expertise to form workflow strategies, processes and execution plans, milestones, KPIs and manage risks.
Lead and execute initiatives in partnership with senior internal stakeholders and identify opportunities to outsource repeatable tasks leveraging outsourced capacity.
Mentor and coach sellers with best practices and promote a culture of learning, experimentation and problem solving to ultimately unblock advertisers.
Lead feedback loops from clients to drive Product improvement initiatives, working closely with the Engineering and Data Science teams to demonstrate revenue impact to leadership to influence prioritization.
Consult with our strategic senior level customers to deliver the most optimal ad products.
Devise scalable growth strategies by advising on product, technical, measurement capabilities and maximizing campaign performance to enhance and deliver on our client’s business goals.
Leverage complex performance data to deliver impactful, data-driven business insights to influence account strategies and at the same time, drive strategic discussions and enhance advertising offerings using insightful data analysis
Drive complex workstreams, including designing, deploying and optimizing programs that leverage outsourced resources to resolve common client friction points and improve business outcomes at scale
Knowledge, Skills & Abilities:
Strong analytical thinker who thrives in fast-paced and dynamic environments.
Ability to work in a fast paced environment and adaptable to changes.
Ability to manage complex projects, high-impact and complex technical programs.
Strong technical expertise and communication skills
Ability to operate with business acumen with key customers, understanding how long term Snap strategies ladder back to their business goals.
Self-starter with excellent interpersonal and communication skills
Demonstrated ability in planning, building and executing cross-functional projects.
Expert understanding of media management, campaign diagnostics and optimization within a biddable auction advertising environment.
Demonstrated ability to proactively identify and solve problems by analyzing large data sets.
Strong analytical and strategic thinking, with the ability to identify key opportunities and transform them into action.
Expert ability to find ways to overcome major hurdles and unblock spend.
Ability to work effectively with cross-functional teams and all levels of management.
Strong presentation and communication skills.
Advanced Industry knowledge - very experienced in ad tech/online marketing technologies and understands how to implement them for an effective and efficient marketing strategy.
A strong profile as an external product consultant, actively educating on product solutions, industry best practices, and emerging trends to grow existing business partnerships.
Ability to leverage data to create an engaging narrative that assists in selling through ad products and services.
Ability to work effectively with cross-functional teams and all levels of management (internally and externally)
Advanced subject matter expert in complex/technical product and measurement capabilities.
Minimum Qualifications:
Bachelor’s degree in business, science, marketing, computer science or another related area of study or equivalent years of experience
8+ years experience in digital media space preferably in program management or adjacent roles
5+ years of experience in Technical Account Management, Program Management, Analytics, or Consulting
Experience in technical program management, scaled account management preferably in a related industry.
Strong Excel and PowerPoint skills, as well as experience with analyzing datasets, and delivering actionable insights
Understanding of advertising performance metrics and ecosystem
Preferred Qualifications:
Experience influencing cross-functional team’s roadmaps
Experience in technical solutions management
A passion for Snapchat as a user and knowledge of our ad products
If you have a disability or specia
