Customer Success Manager

About FiveStones

FiveStones, a Numiracle Group company, has been a certified Google Marketing Platform (GMP) Sales Partner in APAC since 2009 providing advertisers and agencies with their own instances of Campaign Manager 360, Display & Video 360, Search Ads 360 and Google Analytics 360.

In addition, FiveStones prides itself in providing a range of high quality digital maturity consulting services in the areas of data visualisation, data collection, CRO or dynamic creative services. FiveStones also offers Digital campaign operations, training & enablement services.

The range of services on offer is designed to upskill FiveSones customers and support them in a more mature usage of the platforms for a greater return on their investment in the Google Marketing Platform.

FiveStones is headquartered in Hong Kong and Sydney with other offices across Asia Pacific.

Duties and Responsibilities

Product Enablement and Knowledge Management

• Leverage existing Digital Marketing knowledge and expertise, particularly in Paid Search, to enhance FiveStones customers usage of the GMP and maximise the return of their investment in the Google Marketing Platform.
• Manage the customer’s on-boarding on the Google Marketing Platform leveraging existing documentations, processes and frameworks, executing the system setups, product training and on-going education of new and existing customers.
• Effectively enable customers on the Google Marketing Platform technologies by accurately scoping the customer’s requirements and providing best practices as well as recommendations relevant to their business. 
• Develop Digital Marketing & platform specific knowledge and maintain certification for all relevant Google Marketing Platform products.
• Collaborate with Marketing and Solutions to contribute in the preparation of relevant content and/or documentations for but not limited to product updates, roadmaps, best practises, internal and external knowledge base, maturity frameworks and webinars.
• Manage the launch, delivery & optimizations of paid media campaigns when applicable.

Account and Relationship Management

• Remain to be the first point of contact for communication and engagement including support requests from allocated customers to continuously strengthen rapport and relationship.
• Escalate and collaborate with other departments such as Solutions and Back Office, or external parties such as Google, to ensure the highest level of resolution is achieved while actively managing the customers’ expectations.
• Proactively engage with customers to maintain a high degree of accountability of customer satisfaction and visibility of the Customer’s state of business whilst actively working with the customers to improve  their Digital Marketing maturity and increased adoption of the Google Marketing Platform technologies. 
• Identify and manage new revenue opportunities from existing customers to cross sell other FiveStones products and services.
• Where applicable and appropriate, attend various industry events or workshops for additional learning and networking opportunities.
• Proactively attend and participate in periodic company/team meetings to provide and obtain health check updates on customers, state of business, escalation updates, opportunity discoveries and executions.
  

Presales / Post Sales / Consulting

• Support and collaborate with the Business team and the Solutions team to manage and validate sales proposals, scope of work and customer requirements, pricing, planning of projects being pitched and/or signed off by the customers.
• Manage all signed-off projects by maintaining the appropriate documentations, communications and execution of the projects from start to finish to ensure the highest quality of service delivery.
• Provide advisory and consultative roles to internal and external customers regarding the Google Marketing Platform.
• Effectively understand complex technical information and accurately translate, communicate and present them in a digestible format. 
  

FiveStones Advocacy

• Advocate and contribute to maintaining the FiveStones brand, culture and core values at all times.
• Continuous self-development to maintain, solidify and improve industry knowledge, personal brand and thought leadership.
• Nurture internal relationships to preserve and improve collaborative and supportive mindset.
• Proactively contribute to the betterment of FiveStones by participating in additional activities and responsibilities where applicable and required.

Education and Experience

Prerequisites:

• Bachelor’s Degree in Computer Science, Business Systems, or Information Systems Management, IT or Industry Certification is desirable.
• A minimum of 3-5 years experience managing paid media campaigns in any or all of the Google Marketing Platforms (preferably), Google Ads or Microsoft Advertising,
• A minimum of 3+ years’ continuous experience in Ad tech / Martech working in a customer-facing role providing implementation, troubleshooting, consulting and support 
• Solid knowledge of Microsoft Office (Excel, PowerPoint, Word) and/or Google Suite (Sheets, Docs, Slides).
• Experience in account management or sales.
  

Highly Regarded / Preferred:

• Practical experience in media buying/sales, campaign management, ad operations or dev/tech operations.
• Experience in project management, consulting, and/or presales.
• Experience and/or proven strong understanding of tag management, SEO, web management.
• Experience in delivering/hosting a classroom-style training.
• Experience in technical writing.
• Experience in customer service/support or technical support environment.
• Familiarity with  HTML, CSS, JavaScript, URL encoding and structures or SQL queries.

Abilities and Attributes

• You are:
  • A highly driven professional determined to go above & beyond the assigned tasks and challenge the status quo.
  • A team player but have the ability to operate independently 
  • Curious about & genuinely interested in Digital Marketing and your customers business, willing to strengthen your existing knowledge and continue upskilling
  • Effective at multitasking and prioritising
    

• You have:
  • Excellent verbal and written communication skills.
  • Excellent presentation skills.
  • Experience and advocate of exceptional customer service.
  • Strong problem-solving skills
  • An outstanding “people person” personality.
  • Strong work ethics.

• You demonstrate:
  • Care for the work you do and your customers’ business success