Specialist Customer Success, SMC

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!   

We’re looking for a Customer Success Specialist to join Snap Inc! As a member of Snap’s Customer Success team you’ll focus on scaled account management, revenue growth and a positive post-sale experience to Snap’s Global Audience of Small and Mid-sized advertisers. As a Customer Success Specialist you’ll be a subject matter expert who dives deep to help unblock our global advertisers and enable them to achieve their advertising goals at scale and drive incremental revenue across the business. This includes working directly with our clients to improve their success on the platform, and identifying and operationalizing opportunities to scale that impact via outsource execution of repetitive tasks.

What you do:

• Build, manage, and grow relationships and spend at scale across our global clients and agency partners by helping them achieve performance that exceeds advertiser expectations

• Partner across Account Executives to address strategic client needs and bring measurable ROI and improve the customer experience for our global customer base

• Manage projects involving complex work streams and cross-functional collaboration (internally and externally)

• Dive deep into campaign performance data; guiding KPI-driven measurement strategies, identifying performance trends, optimizing campaigns to achieve results, and providing recommendations for upsell opportunities

• Serve as the product expert by educating brands and agencies on Snap’s new and existing products, as well as advising on best practices and bespoke campaign optimizations

• Increase adoption and engagement of Snap’s self-service platform and auction-based tools, providing ongoing technical support and real-time analysis

• Identify, operationalize and iterate solutions to client blockers that can be scaled across our business

• Build deep expertise in common client challenges and the Snap solutions, products and strategies that best address that need and improve outcomes

Knowledge, Skills & Abilities:

• Understanding of advertising performance metrics and ecosystem

• Understanding of media management within a biddable auction advertising environment and demonstrated skill in educating others (e.g., advertisers, agencies)

• Strong Excel and PowerPoint skills, as well as experience with analyzing datasets, and delivering actionable insights

• Strong communication skills; both written and verbal

• Strong organizational and prioritization skills

• Ability to work effectively with cross-functional teams and all levels of management (internally and externally)

• Experience identifying and scaling successful strategies across multiple clients

• Ability to manage multiple projects with strong attention to detail

• Ability to work in a fast paced environment and adapt to changes
   

Minimum Qualifications: 

• BS/BA degree in business, communications, marketing, or another related area of study or equivalent years of experience

• 18+ months experience in the digital media industry, with technical knowledge, and a focus on performance and brand marketing, ad-tech, programmatic in real-time bidding marketplaces, or a related field

Preferred Qualifications: 

• 3+ years of experience in media, advertising or web platforms and technologies

• Strong communication, organization and prioritization skills

• Proven track record of delivering on quota and obtaining positive reviews

• A passion for Snapchat as a user and knowledge of our ad products

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

The base salary range for this position is $107,000-$161,000 annually.

Zone B:

The base salary range for this position is $102,000-$153,000 annually.

Zone C:

The base salary range for this position is $91,000-$137,000 annually.

This position is eligible for equity in the form of RSUs.