Piano Overview Piano's Digital Experience Cloud empowers organizations to understand and influence customer behavior.
By unifying customer data, analyzing behavior metrics and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform.
Headquartered in Philadelphia with offices across the Americas, Europe and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, IBM, Kirin Holdings, Jaguar Land Rover, LinkedIn, Nielsen, The Wall Street Journal and more.
Piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by World Economic Forum, Red Herring, Inc. and Deloitte.
For more information, visit piano.io.
Position Overview Operate as the lead point of contact for assigned client accounts - acquire a strong knowledge of the clients within your portfolio and define the best way to service their needs.
Build strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth.
Proven work experience as a Customer Success Manager in AdTech, Analytics MarTech, SaaS or programmatic media buying/selling.
Guide clients in configuration and utilization of our platform to suit their business needs and deliver ongoing value.
Present in workshops, monthly meetings, and steering committees to deliver company updates, feature releases, and ideate methods for the customer to make the best use of our solution.
Monitor client performance on the platform to share best practices and identify new business opportunities that result in ongoing value delivery, and identification of expansion opportunities.
Serve as a secondary contact for inquiries and bug fix requests, collaborating with the technical engineering team to deliver solutions (primary contact is our Support team).
Manage high impact requests or escalations to completion; ensure timely delivery of service.
Identify and define internal management processes and tools that strengthen our ability to deliver to clients.
Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities.
Create and share client case studies that exemplify successful and unique use and performance of our platform.
Manage and update the CS CRM to ensure timely and proper data capture for company visibility, tools alignment and proactive account management.
Detect, negotiate and close up-selling, renewals and business opportunities.
3 years of proven work in an Account Manager or a Customer Success role.
Madrid based or able to travel into Madrid.
Solid understanding in: Subscriptions.
Solid understanding in one or more of the following areas: Identity Management, Marketing Science, Campaign Performance Reporting, DMP/data solutions, Ad Operations, or subscription business is preferred.
Interpersonal skills and presence to build relationships and influence key client stakeholders.
Experience connecting disparate data sets (first, second, third party data) using a DMP, identity link and/or data aggregators is a plus.
A flair for client communication and understanding of customer behavior.
Strong listening, consultative, and presentation abilities.
Knowledge of digital media monetization, media industries, online marketing.
Analytical thinking and ability to identify trends and patterns.
A proactive approach and an ability to showcase account leadership to address client needs/issues is a must.
Sense of urgency; ability to problem solve and troubleshoot in a timely manner.
Solid organizational, prioritization, and load balancing skills.
Facility with productivity tools (MS, Apple, Google).
Articulate communicator, and solid listening skills.
Basic technical knowledge is a plus, but not required (JavaScript, HTML).
Fluent in English and Spanish; knowledge of other languages is a plus.
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