Technical Client Success Manager

We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.

We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation.

At Rokt, we practice transparency in career paths and compensation. We believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt’stars constantly strive to raise the bar, pushing the envelope of what is possible.

We are looking for a Director, Client Success

Target total compensation ranges from $150,000-$165,000, including a fixed annual salary of $105,000-$110,000 an employee equity plan grant, and world-class benefits. 

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

We’re seeking a Technical Customer Success Manager to join our team during our most significant growth phase. You’ll use your background in marketing, ecommerce, customer acquisition, personalization, and client relationship management to communicate and help sell the Rokt value proposition to the largest ecommerce retailers in the world.

This role is required to be bilingual in English and Japanese. 

Day-to-day, you’ll work closely with our Business Development team, becoming an integral part of the sales cycle, setting up our customers for success, and ongoing client management, ensuring a long term partnership. Your work will directly impact the company’s growth and is a crucial component to our ability to increase deal velocity and quality as we scale both domestically and internationally.

About the Role:

• Deliver product adoption across new and existing clients and revenue growth across the existing T1 book.
• Partner with the sales team and solution selling, including defining client strategy, coordinating bespoke product demos, and partnering with New Business and Product teams as needed to establish credibility and deepen the relationship with the client.
• Deliver on individual and client KPIs by mastering the functionality of the Rokt platform and utilizing insights and data to optimize campaigns across your portfolio.
• Work alongside our sales team to uncover marketing goals and identify relevant solutions for leading global, regional, and national clients.
• Develop and execute on monthly and quarterly revenue forecasting and account plans.
• Execute on tactical account planning and relationship building.
• Support the broader team in new business growth and the ownership of client strategy and ongoing strategic account recommendations to drive client return.
• Develop relevant marketing reports and client-facing account proposals with the support of cross-functional teams.
• Help prospects understand how Rokt will deliver incremental profit to their business by helping them better leverage their first-party data.
• Prove the technical feasibility and value of Rokt’s platform to customers, showing a deep understanding of marketing and ecommerce technology.
• Develop and manage an effective relationship between all relevant external stakeholders.

Requirements

About You:

• Bilingual, Japanese and English.
• At least 5-8 years of experience in similar roles within digital marketing, customer acquisition, or CRM/retention at an agency or SaaS company (MarTech or AdTech strongly preferred).
• Highly developed commercial and strategic acumen in multiple ecommerce verticals like retail, media & streaming, F&B, travel, and financial services.
• Strong understanding of the digital marketing landscape with a constant curiosity to learn more
• Familiarity with common digital marketing tools, including but not limited to A/B testing, CRM tools, channels such as Facebook and Google, website personalization, etc.
• Proven record as a technical marketing champion with the ability to clearly communicate how to integrate these digital marketing tools into an ecommerce website.
• You keep others in the company informed and up to date on your priorities, current tasks and work completed. You are consistently looking for ways to improve yourself professionally and you encourage constructive criticism of your work.
• You have a passionate commitment to the customer and to product quality. You champion the product and the customer's needs and implement a model of continuous improvement in both company goals and project-related tasks.
• Track record of driving revenue growth and sales efficiencies through your relationships with clients in previous roles.

Benefits

About Rokt’stars:

As a mission-driven, hyper-growth community of curious explorers, our ambition is to unlock real-time relevancy in ecommerce and beyond. Our bias for action means we are not afraid to quickly venture into uncharted territories, take risks, or challenge the status quo; in doing so we either win or learn. We work together as one aligned team, never letting egos get in the way of brilliant ideas. We value diversity, transparency, and smart humble people who enjoy building a disruptive business together. We pride ourselves on being a force for good as we make the world better. 

About The Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• All employees have access to our LevelUp! program, providing opportunities for coaching, courses, and training to support career growth and development.
• Become a shareholder. Every Rokt’star gets equity in the company
• Enjoy catered lunch every day and healthy snacks in the office. Plus join the gym on us!
• Extra leave (bonus annual leave, sabbatical leave etc.)
• Work with the greatest talent in town
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office 4 days per week). We also get that you need to balance your life and your commitments so you have the flexibility to manage your own hours and can spend up to a week of every quarter working from anywhere.

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing & keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like a role you’d enjoy, apply here, and you’ll hear from our recruiting team.