Senior Customer Success Manager

SHIELD is a device-first fraud intelligence platform that helps digital businesses worldwide eliminate fake accounts and stop all fraudulent activity.

Powered by SHIELD AI, we identify the root of fraud with the global standard for device identification (SHIELD Device ID) and actionable fraud intelligence, empowering businesses to stay ahead of new and unknown fraud threats.

We are trusted by global unicorns like inDrive, Alibaba, Meesho, TrueMoney, Unico ID, OLX, and more. With offices in San Francisco, São Paulo, London, Berlin, Jakarta, Thailand, Bengaluru, Beijing and Singapore, we are rapidly achieving our mission - eliminating unfairness to enable trust for the world.

Responsibilities

As a Senior Customer Success Manager, you will lead our expansion efforts in named set of existing accounts by connecting at the level of CXO’s. You will be responsible for participating in Value Engineering and Centres of Excellence exercises in large accounts. Your experience in identifying business problems and working cross-functionally to provide solutions, as well as building relationships with important decision-makers within the current accounts will be crucial to your success.

• The success of this role means working closely with our clients, generating new opportunities, close deals in our existing accounts and Value-based solution selling ability and understanding of ROI/cost/benefit analysis.
• Drive high engagement and demonstrate value realization & ROI of SHIELD through Executive Business Reviews and other channels.
• Collaborate effectively with Sales, Engineering, Business Development, Marketing, and Product teams on a day-to-day basis to create a new business opportunity with the clients you manage.
• Proactively identify and resolve account success blockers that may arise.
• Hands-on troubleshooting and debugging to ensure clients day-to-day technical challenges/issues are resolved in a timely and professional manner (or) Manage and escalate critical customer issues as needed to ensure timely resolution (or) Flag possible escalation, dive deep to recommend and implement corrective actions.
• Periodic review of your account performance, identify improvement opportunities, both internal and external.

• 8+ years of SaaS Enterprise Sales and /or Account Management experience with large enterprise accounts with a proven ability to create a new opportunity
• Hands on experience and good knowledge in SDK, HTTP, JavaScript, RESTful APIs, JSON, OAuth and SQL is a Plus
• Strong executive presence and ability to develop executive-level (CxO) relationships and lead strategic initiatives with customer
• Communication Skills: Excellent verbal/written communication skills are crucial, as you will need to convey complex information in a clear and concise manner to clients/ internal stakeholders and develop a good understanding of clients’ business goals, monetization strategies, performance metrics and support sales team to increase revenue & strengthen client relationships
• Problem-Solving Ability: You should be adept at identifying issues and providing effective solutions to ensure client satisfaction and campaign success
• Proactivity: Taking initiative is key in this role, whether it’s spotting new opportunities or addressing potential issues before they escalate
• Team Collaboration: While you’ll be managing, working closely with cross-functional teams is a must. Your ability to collaborate effectively will be vital to delivering seamless service to advertisers