Customer Success Associate

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

You will:

• Value Realization & Adoption

  • Support Account Directors on Holding Companies to ensure products purchased are being utilized and that clients are receiving business value (and can articulate the ROI story)

  • Drive Adoption Across accounts

• Strategy

  • Assist with QBR planning, holistic account strategy, and cross-team collaboration with the larger account team 

  • Provide the AD with the client research and performance metrics needed for their account planning and strategic advice to clients

  • Develop and deliver performance metrics and recommendations for Business Reviews and ongoing client calls with the AD. These will enable the AD to provide best practices to clients.

• Risk Mitigation & Renewals

  • Proactively identifies risks at least 6 months in advance

• Drive Overall Revenue Growth

  • Identify upsell and expansion opportunities for CL/ AD

  • Performance metrics and open space analysis are provided to the AD to help with renewal and upsell conversations.

About you: 

• Strong organizational capabilities 

  • Ability to plan for what you need to do

  • Are you able to anticipate multiple outcomes and plan for each scenario (Chess)

• Resourcefulness

  • Ability to source/obtain information that you don’t inherently possess

  • Ability to navigate disparate internal and external resources 

  • Not easily swayed from getting information necessary 

• Tact and presence:

  • Ability to craft & present summary of value delivered from customer's perspective

• Strategic insight

  • Able to demonstrate an understanding of clients’ business goals and objectives, and ensure our solutions are aligned with their success criteria.

  • Track record of Identifying opportunities for upselling and cross-selling to achieve revenue growth targets.

• Strong Relationship & Empathy

  • Ability to digest how product/process change might impact a customer’s business

  • Ability to communicate why change is disruptive and empathize with customer

  • Bonus: Ability to provide recommended adjustments to change based on customer & potential other customers

• Strong Analytical Skills

• Advertising agency experience — either directly within agencies and in partnership with them
   

Preferred Skills:

• Enterprise SAAS CSM or AM experience, with specific emphasis on Data Analytics, Cloud, Collaboration, or Identity

  • Minimum of 2-3 yrs as CSM/Account Manager, 

• Must have experience with accounts $2M+ in ARR, or negotiation and project management skills

  • Nice to have experience in managing 3-5 highly strategic accounts

  • Or have experience managing 20+ $500k+ accounts at once

• Familiarity with LiveRamp and its role in ecosystem, either from brand client or platform side

• Familiarity with Clean Room solutions, Measurement and/or Collaboration use cases 

• Familiarity with Salesforce or other CRM Software

• Experience drafting QBRs, executive summaries

• Experience managing renewals and partnering with Sales on upsells/cross-sells

• Strong Organizational and Project Management skills

• Advertising Agency experience- either working at or directly with agencies Experience working in or directly with an advertising agencies/ holding companies

• Nice to have:

  • Internship experience during college prior to entering the workforce 

  • Multiple roles across adtech/martech either on Sales side or Buy side (Brand/Agency)

The approximate annual base compensation range is $77,000 to $90,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

Benefits:

• People: Work with talented, collaborative, and friendly people who love what they do.

• Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues. 

• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.

• Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives.  Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.

• Savings: Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead.  Also Employee Stock Purchase Plan - 15% discount off purchase price of LiveRamp stock (U.S. LiveRampers)

• RampRemote: A comprehensive office equipment and ergonomics program—we provide you with equipment and tools to be your most productive self, no matter where you're located

More about us:LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. 

California residents: Please see our California Personnel Privacy Policy for more information regarding how we collect, use, and disclose the personal information you provide during the job application process.

To all recruitment agencies: LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes.