Client Success Partner

At Spotify, we’re focused on providing the right music for every moment. We’ve connected millions of people to their favorite songs and created a service that people use to discover and share music they love.

We are looking for an outstanding Client Success Partner that will join our Americas Client Solutions & Success team. You will be responsible for assisting the sales cycle from campaign execution through campaign wrap up, ultimately driving incremental revenue and renewals. This role includes strategic planning, consultative selling, brainstorming, expert product knowledge, project management, analysis, storytelling and delivering on brand’s business objectives. You must be professional, organized and motivated as well as have the drive to succeed in a dynamic, competitive environment. You will be a reliable and crucial market team member with comprehensive platform knowledge who can anticipate client and sales team needs. Above all, your work will impact the way the world experiences music.

What you’ll do:

  • Deliver best-in-class customer service to Spotify’s advertiser and agency partners using a client-centric approach to ensure sold campaigns exceed objectives, while driving incremental revenue via proactive upsell/renewal opportunities
  • Lead the consultative management of ad sales campaigns, partnering with clients and internal cross-functional teams to launch, manage and fully deliver all sold direct and programmatic deals
  • Become Spotify’s product and process expert to consult with clients throughout the campaign launch, management and renewal lifecycles
  • Spearhead the campaign activation process by scheduling and leading client kick-off calls with the goal of confirming campaign objectives and KPIs, communicating accurate production and creative asset spec information, ultimately confirming all details needed for a flawless and timely launch
  • Liaise and develop strong relationships with cross-functional internal teams including Creative Solutions, Ad Operations, Pricing and Inventory, Research and Measurement, Product Marketing, Ad Policy and Finance to deliver cohesive best-in-class customer service to clients
  • Have a strong knowledge of the programmatic landscape, taking the lead on monitoring PMP spend and making proactive client recommendations to increase spend, while troubleshooting any tech issues to ensure ongoing spend and multiple streams of revenue for Spotify
  • Provide ongoing comprehensive in-flight reporting and learnings to client, establishing Spotify as a consultative and trusted partner
  • Create comprehensive post-campaign analysis with learnings and recommendations, effectively communicating best practices for renewals and future RFPs to drive account revenue growth
  • Complete monthly billing and reconciliation requirements, functioning as the lead to minimize delays in invoice payment, flagging any issues to sales and finance leadership
  • Collaborate daily with Client Solutions Partner to formally provide feedback on campaign learnings, while being briefed on campaigns working through the sales pipeline for future activations
  • Regularly attend and participate in client meetings and client entertainment to deepen client relationships as a trusted and valued partner
  • Support sales and client presentations by preparing key data points, historical campaign performance data and relevant measurement research
  • Partner closely with AD and Client Solutions Partner in quarterly bottoms up and account planning exercises, as well as annual global partnership and upfront negotiations to ensure sold campaigns adhere to necessary requirements while driving incremental revenue
  • Report to Manager of Client Solutions and Success

Who you are:

  • You have a Bachelor’s degree, preferably in Sales, Advertising, Marketing, or Business
  • You have a minimum of 4 years experience in digital planning and buying while also having solid industry knowledge and a desire to learn more about the digital media industry
  • You are passionate about digital strategy and growing within the sales organization
  • You will be a passionate, accountable, creative, and team-focused individual that exemplifies the values and responsibilities of the Spotify sales strategy
  • You demonstrate the ability to think creatively, sell consultatively, proactively problem solve and efficiently communicate internally and externally
  • You have the ability to gracefully translate client requests to internal cross-functional partner teams to drive campaign success and incremental revenue
  • You have the ability to tell a story that eloquently translates data, breaks down complex information and clearly articulate Spotify’s value so that incremental recommendations can be seamlessly sold through to the client
  • You understand the unique circumstances of client buying process, key decision makers and influencers, timing and needs in order to make an informed optimization and upsell/renewal recommendations
  • You have excellent verbal, written, and presentation skills and are eager to further refine and develop these skills
  • You are a highly organized and focused multi-tasker with strong attention to detail, analytical and project management skills, and can work independently within a team focused organization
  • You thrive in a fast-paced, deadline and detailed oriented environment
  • You have a reputation of being a superstar Client Success Partner (or similar sales support function) that provides world class customer service while maintaining a cool, calm and collected demeanor
  • You believe in the power of teamwork, and are a team player
  • You have excellent dexterity in excel and powerpoint, and have experience working within CRMs, Order Management Systems, ad servers and other digital media tech systems

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and our creators. This is something we value deeply and we encourage everyone to come be a part of changing the way the world listens to music.

Psst! If this job is your perfect match and you want some inside tips before you apply, read this blog post by our Head of Talent Acquisition Fredrik Johnsson.

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