Senior Customer Success Manager, Quora

• Ideal candidates will have business experience in an agency or sales environment as well as experience managing internal and external relationships with a diverse set of stakeholders and participants
• The successful candidate will also have experience in/around paid search and DR/Performance marketing campaigns
• You will be a great fit in this role if you love problem solving, pattern matching, digging into the data, being creative, wooing, advocating, exploring, and also checking off your list of to-dos. You are creative, smart, and like to execute
• Availability for meetings and impromptu communication during Quora's “coordination hours" (Mon-Fri: 9am-3pm Pacific Time)
• 5 years of experience managing advertising campaigns from either client or publisher side, preferably experience running search and social campaigns
• Demonstrated experience managing enterprise-level clients, with strong hands-on execution capability, and direct experience operating in the North American market
• Exemplary verbal, written, and listening communication skills with clients at all levels of seniority up to the C-level with the confidence and tact to respectfully challenge clients on strategic decisions
• Comfortable working with beta products and serving as the point of contact to troubleshoot technical and account issues
• Hands on experience managing, optimizing and planning performance campaigns
• Ability to translate analytics into insights and recommendations to determine which content and creatives are working or could be improved
• Action bias, ability to be a self-starter, overcome barriers and work collaboratively in a fast paced, challenging environment
• We encourage all candidates who share a passion for growing the world’s knowledge, even those who may not strictly meet all the preferred requirements, to apply, as we know that a diverse range of perspectives can have a significant impact on our products and our culture

Desirable

• Quora’s Sales team is dedicated to driving revenue through strategic partnerships with Agencies and Direct Clients
• We are a data-driven, collaborative, and entrepreneurial team that thrives on enabling partnerships that create value for both our Advertisers and Quora
• We enjoy working cross-functionally with other teams and take pride in solving problems creatively
• Quora is seeking an experienced Customer Success Manager to partner with and advise our advertisers and help them build success on our advertising platform
• You will be the main point of contact for a diverse portfolio of advertisers and have full ownership of the customer experience and customer success
• Drawing upon all available resources, metrics, and Quora product knowledge, you will provide insights that will optimize ad campaigns and determine which creative content works most effectively
• Quora Customer Success Managers engage customers in a more meaningful way than the typical sales experience. We value direct and timely communication, creative insights, and expect you to advise and even challenge advertisers if it will help them ultimately be more successful on Quora and in their respective teams
• Autonomously manage a portfolio of advertising clients
• Provide strategic guidance and action upon opportunities within accounts with a goal of scaling revenue
• Troubleshoot and answer questions related to campaign delivery and optimization
• Conduct quarterly business reviews, campaign wrap up presentations and regular check-in calls with advertisers
• Share learnings and best practices internally and externally
• Forecast and track key account data for internal projections