Sr. Customer Success Manager (Remote)

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Who We Are

Tealium is the most trusted and world’s largest independent customer data platform. Tealium connects customer data – spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium’s turnkey integration ecosystem supports more than 1,300 client-side and server-side vendors and technologies, empowering brands to create a unified, real-time customer data infrastructure.

Tealium’s customer data solutions encompass tag management, an API hub, a customer data platform with machine learning and AI, and data management solutions that make customer data more valuable, actionable, and secure. Tealium has been a trusted provider of customer data solutions for more than a decade, and more than 850 top businesses worldwide including Microsoft, Hyatt, Gap, HSBC and Novartis rely on Tealium to power their customer data strategies.

Team Tealium works and lives across the U.S. and in nearly 20 countries across the world. We are intentional about our culture, our investment in our team members and how we care and connect.

Tealium = Teal + Helium. Teal: a vibrant reflection that evokes authenticity, trustworthiness, reliability, open communication and clarity of thought. Helium: we rise above, a kinetic force that elevates our customers’ and our experiences beyond all others.

We win together with respect and appreciation for the talents required of all positions and the people who contribute to each of these.

What We Are Looking For

Tealium is seeking a passionate and driven professional to take on the role of Senior Customer Success Manager. This position will cover MEA (Middle East and Africa) accounts. This role is pivotal in driving the adoption, optimization, and expansion of Tealium’s solutions with our customers.

As a Senior Customer Success Manager, you will serve as the customer's Trusted Advisor when it comes to all things Tealium, collaborating with cross-functional Tealium teams and partners to support and drive customers forward. To be successful, you will need to leverage deep expertise in customer data, analytics, and marketing technologies to develop strategies that optimize engagement, personalization, marketing performance and value realisation. Collaborating with customers' marketing, data, and technology teams, you will drive the successful adoption and utilization of AudienceStream for targeted and effective campaigns., all while maintaining and growing deep customer relationships.

YOUR DAY TO DAY

• Acting as a trusted advisor, you are a key point of contact for a portfolio of accounts, with the goal of building the relationship, driving incremental value, retaining and expand the customer use of Tealium’s products and service
• Gain an understanding of customers’ desired business outcomes and mutually plan to realize more value through improvements in implementation and adoption of new use case
• Conduct strategic workshops and engagements to drive incremental business value through increasing Use Case Adoption, Maturity, and associated usage footprint (features, connectors, data, integrations, functions)
• Partner with Tealium’s implementation team to ensure successful deployment and engagement
• Drive net new Use Case expansion with a compelling verticalized industry Best Practices approach.
• Guide customer organizations on how to leverage Tealium to implement their projects from design to production
• Implement customer engagement strategies, including consistent Executive Business Reviews and Quarterly Business Review
• Leverage your relationships and customer health analytics to identify customer expansion opportunities & churn risk
• Collaborate with Tealium’s Sales team to expand customer relationships & ensure renewal
• Monitor and report on customer health, plan and coordinate the recovery for churn risk scenario
• Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed, and identifying solutions/resources
• Collaborate with Marketing to grow the library of customer testimonials
• Share industry updates and other customer stories in your portfolio to drive interest in Tealium propositions
• Inform customers of Tealium’s Product roadmap & provide continuous customer feedback to Tealium’s Product team
  
  

What You Bring To Tealium

• 4+ years in customer-facing roles (Solutions Consulting, Customer Success Management, Technical Account Manager) at a Marketing Technology SaaS provider, Digital Marketing Agency or Marketing Operations
• Proven hands-on experience with Customer Data Platform (CDP) projects, co-developing and implementing use cases for Enterprise businesses
• Experience leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Comfortable establishing credibility with key customer decision-makers & influencers
• Proven experience in helping customers define their strategy and “plan the plan” to help customers achieve their Digital Transformation, CX, and Marketing strategies through the adoption of a CDP and associated ancillary tech platforms
• Experience working cross-functionally with several teams and proven track record of positively influencing decision-makers in other departments, including Sales, Ops, Legal, and Finance among others
  
  

WHY YOU WANT TO WORK HERE

At Tealium, we don’t just offer the ordinary, we provide the extraordinary:

• Tealium WOWs (Ways of Work), our award winning culture is how with think, act and connect together at Tealium
• Mosaic, our commitment to diversity, equity and inclusion is grounded in our mosaic of diverse perspectives and shared belonging as we live in work across the US and in nearly 20 countries
• Tealium Cares, to promote caring in our communities, 15 hours of paid work time for volunteer activities and programs is offered annually
• Tealium Connects (remote-first working), enabling many of us to choose where we do our best work and offering new hire stipends to assist with purchasing things we need to support a successful home office environment
• Tealium Ownership, share in the success of Tealium by becoming an owner of Tealium beginning with new hire equity grants
• Tealium Time, paid time-off policy to offer flexibility to take time when needed and robust leave programs, including extended paid parental leave and company holidays
• Healium, health and wellness programs to help us be our best selves in the experiences of health, physical, mental, social, and even financial well-being and wellness
• Tealium LIFT (Learning is Facilitated at Tealium), offering a myriad of professional development opportunities with over 6,000 courses available on demand to best-in-class manager and leadership development programs
• Health and Related Benefits Programs, offering market competitive benefits programs
  
  

Collectively, we contribute our individual pieces (identity, experiences, heritage, backgrounds, religions, viewpoints, gender and more ) to form the mosaic of Team Tealium. It is our continuing philosophy to recruit and employ the best qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic. Tealium does not tolerate unlawful discrimination of any kind and strives to be an inclusive and respectful workplace.

The highly relevant and differentiated positioning of Tealium’s solutions makes this a unique and rewarding career opportunity.

• Offerings vary by level and location.