Customer Success Manager - Quora (Remote)

[Quora is a "remote-first" company. This position can be performed remotely from anywhere in Bengaluru, India.]

About Quora:

Quora’s mission is to grow and share the world’s knowledge. To do so, we have two knowledge sharing products:

• Quora: a global knowledge sharing platform with over 400M monthly unique visitors, bringing people together to share insights on various topics and providing a unique platform to learn and connect with others.

• Poe: a platform providing millions of global users with one place to chat, explore and build with a wide variety of AI language models (bots), including GPT-4, Claude 3, Gemini Pro, DALL-E 3 and more. As AI capabilities rapidly advance, Poe provides a single platform to instantly integrate and utilize these new models.

Behind these products are passionate, collaborative, and high-performing global teams. We have a culture rooted in transparency, idea-sharing, and experimentation that allows us to celebrate success and grow together through meaningful work. Join us on this journey to create a positive impact and make a significant change in the world.

About the Team and Role:

Quora’s Sales team is dedicated to driving revenue through strategic partnerships with Agencies and Direct Clients. We are a data-driven, collaborative, and entrepreneurial team that thrives on enabling partnerships that create value for both our Clients and Quora. We enjoy working cross-functionally with other teams and take pride in solving problems creatively.

We are seeking an enthusiastic Customer Success Manager with a background in advertising to join our dynamic and fast-paced team. As a key contributor, you will play a pivotal role in:

1. Prospecting, nurturing, and growing new accounts: You will connect with new advertisers using online prospecting tools and in-person outreach. The role involves onboarding new advertisers, optimizing their campaigns on the Quora Ad Manager, and driving growth through upselling opportunities.

2. Partnering with advertisers: You will help advertisers achieve exceptional returns on investment, focusing on retention and business development. Acting as the primary point of contact, you will ensure a seamless customer experience and foster customer success.

3. Campaign optimization and industry expertise: Your experience in campaign optimization—whether in an agency, client, or publisher environment—will be instrumental. Familiarity with paid search and performance marketing campaigns is a significant advantage.

4. Problem-solving and creativity: This role is perfect for someone who loves analyzing data, identifying patterns, solving problems, and thinking creatively. Your ability to advocate for clients and execute ideas will set you apart.

5. Sales and networking skills: Strong prospecting, presentation, and networking abilities will be critical for building and maintaining fruitful business relationships.

While this position offers remote flexibility, the candidate must be based in Bengaluru, India, as client meetings will predominantly take place in the city.

Responsibilities:

• Develop and deliver compelling client pitches, educating advertisers and agencies about owned, paid, and earned media opportunities on Quora

• Drive new advertiser acquisition, manage the onboarding process, optimize campaigns, and deliver exceptional customer success

• Act as a trusted advisor to clients by providing industry insights, thought leadership, and proactive solutions to their challenges

• Build and sustain long-term client relationships through regular communication and outstanding service

• Identify upsell opportunities and lead initiatives to grow business with a focus on performance and ROI

• Troubleshoot and resolve any issues with advertising campaigns promptly and effectively

• Create and implement account management strategies to align with clients' goals

• Provide detailed campaign performance reports and actionable recommendations for optimization

• Track, forecast, and analyze key account metrics to maximize ROI

• Serve as a liaison between clients and internal teams, including sales, product, operations, and finance

Minimum Requirements:

• Bachelor’s degree in Advertising, Marketing, or a related field

• At least 2 years of experience in customer success or account management within the advertising industry

• Proven ability to acquire and onboard new customers, including conducting in-person meetings

• Strong networking and business development skills

• Hands-on experience managing advertising campaigns, using tracking and analytics tools, and handling multiple accounts or projects simultaneously

• Excellent communication skills, with the ability to engage effectively with stakeholders at all levels, including C-level executives

• Ability to work autonomously, overcome challenges, and collaborate within a fast-paced, matrixed environment

• Exceptional time management skills to handle a large portfolio of clients

• Demonstrated ability to build and nurture strong client/agency relationships

• Knowledge of prospecting tools and online sales strategies

• Self-motivated and adaptable to unstructured environments

Preferred Requirements:

• Hands-on experience in managing, optimizing, and planning performance-based advertising campaigns

• A strong drive and passion for acquiring new advertisers

• Ability to analyze data and translate insights into actionable recommendations for improving content and creatives

• Alignment with Quora’s mission and enthusiasm for our goals

At Quora, we value diversity and inclusivity and welcome individuals from all backgrounds, including marginalized or underrepresented groups in tech, to apply for our job openings. We encourage all candidates who share a passion for growing the world’s knowledge, even those who may not strictly meet all the preferred requirements, to apply, as we know that a diverse range of perspectives can have a significant impact on our products and our culture.

Additional Information:

We are accepting applications on an ongoing basis.

Quora offers a wide range of benefits including medical/dental/vision coverage, equity refreshers, remote work reimbursement, paid time off, employee assistance programs, and more. Benefits are country-specific and may vary. For more information on benefits, visit this link: https://www.careers.quora.com/benefits

There are many factors that will determine the starting pay, including but not limited to experience, location, education, and business needs.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Applicant Privacy Notice: https://www.careers.quora.com/applicant-privacy-notice

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