Snap Inc.
We believe the camera presents the greatest opportunity to improve the way people live and communicate.
Hybrid

Senior Specialist Customer Success, SMC

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Employer Provided Salary: 117,000-207,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

Snap Inc 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 Snapchat , a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio , an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles .
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 Customer Success team member you'll execute and influence these programs and associated account management levers, informed with data. This includes working with teams that work to maintain 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 collaborate on 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 Santa Monica office, you'll manage complex client challenges and drive revenue growth via scaled strategies across our global customer base.
You will be able to go deep on technical solutions and contribute to 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:

  • Work on multiple cross-functional workflows, in collaboration with SMC, Engineering, Data Science, Marketing Science, Revenue Growth, Insights and Sales teams, that deliver scaled technical advertising solutions to customers.
  • Work with teams to 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.
  • Assist with robust post sales account management, optimization, and the setup of 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 create and influence technical solutions addressing the advertiser use cases.
  • Provide domain expertise to form workflow strategies, processes and execution plans, milestones, KPIs and manage risks.
  • Lead with teams and execute initiatives in partnership with internal stakeholders and identify opportunities to outsource repeatable tasks leveraging outsourced capacity.
  • Share best practices and promote a culture of learning, experimentation and problem solving to ultimately unblock advertisers.
  • Participate in 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.
  • Partner with our team to provide consultation to our strategic senior level customers and deliver the most optimal ad products.
  • Co-create 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
  • Partner on 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.
  • Depth of 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.
  • Thought leadership that overcome major hurdles and unblock spend.
  • Ability to work effectively with cross-functional teams and all levels of management.
  • Strong presentation and communication skills.
  • Strong Industry knowledge - experienced in ad tech/online marketing technologies and understands how to implement them for an effective and efficient marketing strategy.
  • Ability to leverage data to create an engaging narrative that assists in selling through ad products and services.
  • 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
  • 5+ 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
  • Expansive experience in technical program management, scaled account management preferably in a related industry.
  • Advanced Excel and PowerPoint skills, as well as experience with analyzing datasets, and delivering actionable insights
  • Depth of understanding of advertising performance metrics and ecosystem


Preferred Qualifications:

  • Expertise in influencing cross-functional team's roadmaps
  • Depth of experience in technical solutions management
  • A passion for Snapchat as a user and knowledge of our ad products


If you have a disability or special need that requires accommodation, please don't be shy and provide us some information .
"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a "default together" approach and expect our team members to work in an office 4+ days per week.
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.
Our Benefits : Snap Inc. is its own community, so we've got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap's long-term success!
Compensation
In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These pay zones may be modified in the future.
Zone A (CA, WA, NYC) :
The base salary range for this position is $138,000-$207,000 annually.
Zone B :
The base salary range for this position is $131,000-$197,000 annually.
Zone C :
The base salary range for this position is $117,000-$176,000 annually.
This position is eligible for equity in the form of RSUs.

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What are Snap Inc. Perks + Benefits

Snap Inc. Benefits Overview

At Snap, we empower and equip our team to make well being a priority and act on it. Our supportive health and wellness offerings are here to grow with you every step of the way.

Here are just a few of our benefits in more detail:

-Fully subsidized medical, dental, vision for you + spouse/domestic partners/dependents for full-time & part time (20+ hours) & interns
-Up to 16 weeks fully paid parental leave (up to 28 weeks birthing parents )
-Up to $40K adoption & fertility coverage / up to $80K surrogacy reimbursement
-1 month flexible, fully paid return to work program work
-120 hours of back-up care per year (US)
-6 weeks paid Family Caregiver leave & dedicated family care support through Wellthy
-25+ mental health sessions for you + dependents through Lyra
-For team members who need to travel for medical treatments that are banned in their state of residence, Snap will provide a travel benefit allowance that includes transportation and lodging of up to $10,000 for an individual seeking those services.
-401K matching
-Financial wellbeing through Northstar & legal support through RocketLawyer
-Mobile phone stipend

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
4-day work week
Our “default together” approach is an 80/20 model where we are asking team members to spend 80% of the time, on average, in the office, with the remaining 20% of the time spent remote.
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
Remote work program
Snap's Flexible Work policy offers most team members the choice to work virtually in a Snap operating location or in-person from a Snap office.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Our Employee Resource Groups are created and led by members of the Snap Inc. family. They empower us to come together to celebrate a common cause, raise awareness, and encourage advocacy.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Employees can contribute to a Medical FSA to pay for eligible medical expenses, or a Dependent Care FSA to pay for eligible daycare expenses, with pre-tax dollars.
Disability insurance
Employees can take up to 16 weeks of short-term disability for 60% tax-free pay with benefits remaining active. Long-term disability is also available at 60% tax-free.
Dental insurance
We provide free dental coverage for employees and eligible dependents. In addition, the plans have an orthodontia benefit. Annual in-network cleanings and exams are covered at no cost.
Vision insurance
Snap provides a free vision plan for employees and eligible dependents. The plan includes a LASIK benefit and a $200 annual frame/contact lens allowance.
Health insurance
We provide free PPO and HSA plans to employees and their dependents with the option to buy-up to an enhanced PPO plan with lower co-pays. In CA, Kaiser HMO is another free medical plan option.
Life insurance
We provide Basic Life and AD&D insurance at 2x salary at no cost.
Wellness programs
Snap's wellness program, SnapFit, offers events, programs, education, and more that will help you stay fit across four pillars: Mind, Body, Money, and Health!
Team workouts
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
Snap offers a retirement savings plan that allows you to save for your retirement on a pre-tax and/or post-tax basis.
401(K) matching
Snap matches 100% up to 3% and 50% on your 4th and 5th contribution to both your pre-tax and/or Roth elective contributions and the match is immediately vested. We also offer the Mega Backdoor Roth.
Company equity
Snap offers compensation packages that allow you to share in Snap's long-term success!
Performance bonus
Child Care & Parental Leave
Childcare benefits
Snap provides back-up child care at a subsidized rate for up to 80 hours per year.
Generous parental leave
Non-birthing parents receive up to 16 weeks of full pay and birthing parents receive up to 26 weeks of full pay.
Family medical leave
Snap provides up to 6 weeks of full pay as part of our Family Caregiver Program.
Adoption Assistance
Snap will reimburse up to $40k towards any adoption expenses and $80k towards surrogacy expenses you incur and you are eligible for up to 16 weeks of full pay to bond with your new child.
Return-to-work program post parental leave
Fertility benefits
Adoption, surrogacy, infertility, and fertility preservation benefits
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Generous time off and leave programs. In the US, this includes the following: Flexible vacation policy for exempt team members, Up to 3 weeks PTO for non-exempt, 12 paid holidays, 15 sick days
Paid volunteer time
Employees are allotted four hours of paid time off to volunteer at charities that align with the company’s philanthropic pillars: youth, education, and arts.
Paid holidays
Paid sick days
Snap provides 15 sick days per year if you're feeling under the weather.
Office Perks
Commuter benefits
Our Commuter Benefit allows you to use tax-free funds to pay for parking and public transportation — such as train, subway, bus, ferry, trolley, or vanpool — as part of your daily commute to work.
Company-sponsored outings
There are various social events to choose from, ranging from cultural, health & fitness, personal development, volunteering, arts & crafts, and more.
Free daily meals
Various offices have in office free lunch provided Monday - Friday.
Free snacks and drinks
All offices are stocked with free snacks, drinks, coffee, etc.
Some meals provided
Company-sponsored happy hours
Onsite office parking
Our headquarters offers parking if you decide to skip the Commuter Benefit.
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development
Job training & conferences
Snap has a Learning & Development program that enables employees to continue honing their skills, and individual teams have budgets to send eligible employees to industry conferences, trainings, etc.
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Virtual coaching services

Additional Perks + Benefits

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