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Sr Client Success Manager

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πŸ‡¬πŸ‡§ London
  • Proven online media experience
  • Experience helping clients execute custom branded campaigns
  • Experience working with multiple partners, both internal and external
  • Proactively troubleshoot issues in real-time and work though the proper escalation process
  • Working knowledge of Microsoft Office: PowerPoint, Excel, and Word.
  • Hands-on, detail-oriented, creative, and nimble

About Twitch:

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on Linkedin, Twitter and on our Blog.

About the Role:

We are looking for a customer service focused Client Success Manager with onsite and online media experience who will work with our Twitch Properties Sales team. The Client Success Manager will be a crucial part of a growing team that will support sponsorship sales in meeting its goals and providing excellent customer service that exceeds expectations and upholds Twitch’s reputation for excellent service. Light travel may be required.

You Will:

  • Provide highest level of customer service to clients both internal and external, as a key point person for sponsorships and ad executions
  • Facilitate agreements, and process all IOs and maintain accuracy of all campaign details in CRM system
  • Kick-off campaigns with clients and communicate all asset deliverables, and opportunities for optimization
  • Coordinate with sales and other internal departments to build all campaign elements, and position material for incremental opportunities
  • Work with the Ad Operations team to QA assets and troubleshoot live campaigns
  • Keep Twitch Properties sales team apprised of all key issues, updates and relevant details throughout program
  • Provide clients with campaign reporting and wrap up decks
  • Lead the management of Twitch Properties programs to ensure we are meeting and exceeding client expectations
  • Building strong long term relationships with clients and interagency teams
  • Onsite client management responsibilities include, hosting client walk-through, working with internal teams to troubleshoot, and coordinating with Program Activation Managers to record screenshots for post-show reporting
  • Verify monthly deliverables to create invoices with Finance teams accurately
  • Act as an expert on all Twitch's site features, ad units, and new sale opportunities
  • Onsite events and broadcast experience
  • Excellent written, presentation and oral communication skills
  • Able to proactively troubleshoot and problem solve quickly and through the proper escalation process
  • Excellent collaboration skills