Full-Time Senior Customer Success & Solutions Specialist

About the role:

We are seeking a highly experienced Senior Customer Success & Solutions Specialist to hit the ground running for our expansion in the AMR. This crucial role focuses on customer success and solutions engineering for the customers. You'll also play a vital part in the sales process for new clients, leading them through trials, onboarding, and integrating them into our ecosystem.

Our ideal candidate possesses deep expertise and passion for mobile marketing and app growth, as this role is pivotal in providing innovative solutions to our customers, helping them optimize their app store presence, run effective app marketing campaigns, and ultimately drive app growth using our platform. 

During your first months, our EMEA team will provide you with comprehensive onboarding support onsite, introducing you to our processes, business practices, and the SplitMetrics way of working. You’ll have overlapping hours with our European colleagues for work-related queries and evening support shifts to ensure prompt issue resolution.

As our AMR operations expand, this role offers the potential to lead and grow a team, fully embodying our culture, business values, and strategy to drive success in our growing AMR entity.

Areas of Responsibility:

Customer Success:

• Serve as the primary point of contact for key clients in the AMR, ensuring they derive maximum value from the SplitMetrics Acquire platform.
• Conduct regular check-ins, training sessions, QBRs, and strategic reviews with clients to drive engagement and adoption.
• Troubleshoot and resolve client issues promptly, collaborating with support and integration specialists.
• Drive cross-sell initiatives to other SplitMetrics products to adopt an eco-system approach among AMR book of business.
• Usethe OKR framework for planning and setting goals on a quarterly basis.
• Being accountable for AMR financial results and metrics such as Retained Revenue, Expansion, and Churn QoQ.

Solutions and Sales:

• Become an Apple Search Ads platform and SplitMetrics Acquire expert to drive feature adoption and help our clients achieve their growth goals.
• Support the sales process by providing expert guidance on Apple Search Ads campaign management, offering solutions to achieve client marketing goals.
• Work closely with prospects during trials to demonstrate the value of our platform and assist clients during the onboarding period.

Industry Engagement:

• Serve as the primary liaison, ensuring seamless coordination and alignment between the customers, our Apple Search Ads certified partner, other SplitMetrics partners, and internal teams fostering collaboration and mutual growth.
• Represent SplitMetrics at industry events, conferences, and meetups, enhancing the company's brand and network in the AMR market.
• Stay informed about the latest trends and developments in mobile app marketing and Apple Search Ads to provide thought leadership and insights to clients and prospects.

Strategic Planning and Leadership:

• Collaborate with other divisions within SplitMetrics to develop and execute a strategic plan to expand SplitMetrics' presence in the AMR, identifying key opportunities and market trends.
• Work closely with our global team to align strategies and share best practices.
• Potentially hire, onboard, and lead a team of customer success professionals as the business grows.

About you:

Experience:

• 5-7 years in customer success, solutions engineering, or sales roles within mobile app marketing or a related industry.
• Proven ability to manage and grow key accounts in the AMR market.
• Hands-on experience with performance marketing, user acquisition on Apple Search Ads, and mobile app marketing.
• Experience in leading market expansion and managing high-performing teams is a significant plus.

Skills:

• Exceptional communication and interpersonal skills with a talent for building strong relationships with clients and partners.
• Strong analytical and problem-solving abilities to deliver effective solutions.
• Sales acumen with a knack for identifying opportunities and closing deals.
• Networking skills to maintain our presence at local community and industry events.
• Native English speaker; additional languages are a plus.
• Leadership potential with experience in team management or the ability to grow into a leadership role.

Traits:

• Self-motivated and proactive, able to work independently and manage multiple priorities.
• Adaptable, thrives in a fast-paced, evolving environment.
• Customer-focused with a genuine passion for helping clients succeed.
• Willingness to travel as needed to meet clients and attend industry events.

Indicators of Success in This Role:

• Sales Success Rate: Percentage of customers successfully closing after trials.
• Customer Retention Rate: Percentage of clients retained over a specified period.
• Customer Renewal Rate: Percentage of clients who renew their contracts over time.
• Customer Satisfaction Score: Feedback from clients on their experience with the platform.
• Client Engagement Rate: Frequency and depth of client interactions with the platform.
• Market Expansion: Success in establishing and growing SplitMetrics' presence in the AMR market.