Live/Insights Customer Success Manager

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.

The primary measure of success for this role will be the successful delivery of Data Collaboration projects with varying levels of complexity. This individual will meet with C-level client executives on a regular basis and maintain strong relationships in sales, service product, and operations to ensure client needs are being met.

The Live/Insights Customer Success Manager should be client obsessed, be highly organized, be effective in ambiguous environments, be able to easily communicate technical concepts, be able to produce data-driven recommendations and insights, and be able to work collaboratively within cross-functional project teams.

Role Description

 The Live/Insights Customer Success Manager is key to ensuring our customers realize business value from their investment.   The ideal candidate will combine a strong working knowledge of technology (cloud, data, mar/ad-tech) with the ability to deliver on business strategy (adoption, use case definition, stakeholder management) for large enterprise customers.  Our Live/Insights Customer Success Manager team operates on the front lines of this emerging technology category, and plays a critical role in defining and expanding the ways in which Clean Room technology is leveraged for customer use cases, spanning marketing and digital advertising to more general data collaboration and Data Science needs.  This role will work in close collaboration with Analytics, Sales, Product & Engineering teams. 

Members of the Live/Insights Customer Success Manager team will be responsible for a portfolio of enterprise customers.   As our products continue to evolve, our team is intently focused on: 1) accelerating time-to-value; 2) driving adoption of analytics and data collaboration at scale; 3) integrating customer feedback to expand our capabilities and build better technology.  These goals inform many of the key responsibilities for this role, which starts with driving efficient and successful implementations, and spans the customer lifecycle, ensuring that the product delivers quantifiable value to the business to increase renewals and prevent churn.  This role must achieve a deep technical understanding of data collaboration product capabilities and effectively articulate potential use cases for customers and prospects.  We are operating in a new and rapidly evolving space, so the right candidate must have a track record of leading innovation and establishing a vision for customers.  This is a strategic hire for a newly acquired team that will shape our customer engagements, and our products.

Responsibilities

• Manage a portfolio of enterprise accounts: setting the strategy, leading meetings, owning action items and deliverables, and orchestrating the end-to-end engagement with customer stakeholders and key partners.

• Lead technology implementations, working with technical teams on the customer-side to establish data connections with source locations / systems and to configure and test the data collaboration software

• Define a use case roadmap that maps data collaboration opportunities to business value for the enterprise.  Sequence use cases to ensure that the customer is prioritizing work that makes a tangible impact.

• Get hands-on with customer data to drive insights, answer key business questions, and enable marketing & advertising optimization.   Identify and communicate areas to improve effectiveness,  efficiency and productivity.

• Work directly with customer stakeholders to gather requirements, communicate updates and findings, and build relationships.  Speak and present both internally and externally, leveraging data to tell a story.

• Develop new delivery assets (plans; templates) and best practices, integrating them into the team’s evolving methodology

• Represent the voice of the customer for Product & Engineering teams, delivering actionable feedback and informing product enhancements

Requirements and Qualifications

• 3-5 years of project management experience OR experience in customer-facing roles, such as Implementation, Project Management, Customer success and/or Customer Support roles within a growing B2B software, SaaS or data technology business OR equivalent experience

• Desire to work with customers both technically and strategically

• Ability to translate intricate, technical concepts into user-friendly processes and approaches

• 1-2 years delivering professional services for a strategic consulting firm, SaaS/AdTech company or large scale system integrator - high growth / fast-paced company experience is a plus

• A deep understanding of and experience in TV and/or digital media including the relationship between bought, earned and owned media

• Hands-on analytics (media, customer, digital, big data) experience a significant plus

• Executive-level communication skills, both written and oral -- ability to perceive underlying business questions and effectively communicate technical and non-technical concepts with clients/colleagues from operations to executives

• Strong project management skills -- must be able to multitask and manage multiple projects, workstreams, and programs

• Strong communication skills and the ability to examine, synthesize, and present data to various stakeholders (customers and partners)

• A strategic thinker and problem solver who uses data, analytical skills, and story-telling to support reasoning

• Experience leading cross-functional teams -- highly collaborative with strong interpersonal skills

• Motivated to set and achieve goals and take initiative within the workplace -- proactive, thorough, and transparent

• Thrives in evolving teams and job functions

• Comfortable working in ambiguous environments with strong critical thinking and problem solving skills

• Willingness to travel at least a few times a year

• Hybrid working, 2 days a week in office (San Francisco or New York City)

The approximate annual base compensation range is $145,000 to $170,000. 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. 

• 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

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.