[Hiring] Senior Customer Success & Solutions Specialist @SplitMetrics

Join SplitMetrics as a Senior Customer Success & Solutions Specialist

Posted: Sep 23, 2024 | Location: USA (Remote)

Welcome to SplitMetrics, where a remote-first team of experts is shaping the future of mobile marketing. Renowned app developers rely on our intelligent, data-driven solutions tailored for Apple Search Ads scalability, A/B testing, and market insights.

Why Choose SplitMetrics?

• Industry Leaders: Leading the mobile marketing industry for nearly 9 years with an ecosystem of top-tier technologies.
• Apple Search Ads Pioneer: Created the first Apple Search Ads management platform.
• Global Clients: Collaborating with global giants like Skyscanner, Glovo, Flo, Babbel, and Wooga.
• Significant Scale: Handling over $1 billion in ad spend in our ecosystem.
• Ever-Evolving: Acquired App Radar in 2023 to enhance product offerings and market reach.
• AI Integration: Embedding AI to optimize strategic initiatives.
• Diverse Team: A supportive, remote-first culture with team members across 20+ countries.

About the Role

We're seeking a Senior Customer Success & Solutions Specialist to drive our expansion in the American market (AMR). This pivotal role bridges customer success and solutions engineering, supporting clients from trial through onboarding to full integration.

If you have deep expertise and a passion for mobile marketing and app growth, this is your opportunity to make a significant impact. You'll help clients optimize their app store presence, run effective marketing campaigns, and enhance app growth with our platform.

During your initial months, you'll receive comprehensive onboarding from our EMEA team, learning about our processes and business practices. Overlapping hours with European colleagues for work queries and evening shifts will ensure seamless support.

As AMR operations grow, you'll have the chance to lead and expand a team, fully embracing our culture, values, and strategy.

Key Responsibilities

Customer Success

• Act as the primary contact for key clients in AMR, maximizing their use of SplitMetrics Acquire.
• Conduct regular check-ins, training sessions, QBRs, and strategic reviews to boost engagement and adoption.
• Troubleshoot and resolve issues promptly, collaborating with support and integration specialists.
• Initiate cross-sell strategies to encourage ecosystem adoption among AMR clients.
• Use the OKR framework for quarterly goal setting and planning.
• Accountable for AMR financial results, including Retained Revenue, Expansion, and Churn metrics.

Solutions and Sales

• Become an Apple Search Ads and SplitMetrics Acquire expert to drive feature adoption and client growth.
• Support sales by providing guidance on Apple Search Ads campaign management.
• Work closely with prospects during trials and assist with onboarding.

Industry Engagement

• Act as the primary liaison between customers, Apple Search Ads partners, other SplitMetrics partners, and internal teams.
• Represent SplitMetrics at industry events, conferences, and meetups.
• Stay updated on mobile app marketing and Apple Search Ads trends to provide insights.

Strategic Planning and Leadership

• Collaborate with divisions to develop a strategic plan for AMR market expansion.
• Align strategies with our global team and share best practices.
• Potentially hire, onboard, and lead a team as the business expands.

About You

Experience

• 5-7 years in customer success, solutions engineering, or sales roles within mobile app marketing or 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 plus.

Skills

• Exceptional communication and interpersonal skills, building strong relationships with clients and partners.