Head of Customer Success
November 6
Description
TikTal is a dynamic influencer marketing agency specializing in helping brands grow through innovative and strategic influencer partnerships. • The Head of Customer Success will lead our customer success team, ensuring client satisfaction, strategic alignment, and business growth. • This individual will possess a deep understanding of the influencer marketing landscape, particularly with US-based clients and brands, while demonstrating expertise in account management, client retention, and expanding brand partnerships. • Lead and mentor the customer success team, fostering a culture of excellence, accountability, and client satisfaction. • Develop and execute brand strategies, budget planning, and account management practices tailored to each client. • Effectively navigate large account hierarchies and engage in high-level conversations with CMOs, senior leadership, and executive teams to align on creative strategies and ad spend. • Strategically expand relationships with clients/brands across different regions, markets, and platforms. • Introduce new services, solutions, and advertising options to clients, supporting cross-functional expansion and brand development. • Drive inbound sales and upsell opportunities, achieving and surpassing financial goals. • Convert short-term projects into long-term Agency of Record (AOR) contracts, focusing on high-value contracts (6- to 7-figure USD) and sustained client engagement. • Oversee high-value campaign budgets with a strong understanding of campaign dynamics and talent management. • Ensure technical aspects of influencer campaign management are flawlessly executed, meeting client and agency standards. • Maintain a high client retention ratio by fostering trusted, long-term relationships and ensuring an exceptional client experience. • Turn client success stories into case studies and testimonials to reinforce TikTal’s market positioning and value proposition.
Requirements
Qualifications: • 5+ years of experience in influencer marketing agency operations, specifically with US clients/brands. • Strong background in brand strategy, budget planning, and high-value account management. • Proven track record in expanding brand relationships both vertically and horizontally across various channels. • Exceptional communication skills, with the ability to engage senior leadership and executive teams in strategic discussions. • Experience managing and training teams to meet performance targets. • Skilled in upselling and achieving financial goals, with experience handling large campaign budgets and high-value contracts. • Strong knowledge of influencer campaign management and talent coordination from a technical standpoint. • Proven success in converting client projects into long-term contracts and AOR partnerships. • Able to work within the US timezones.
Benefits
Why Join TikTal? • TikTal offers a dynamic and collaborative environment where you can directly impact our clients’ success and the agency’s growth. • This role is perfect for a strategic leader who thrives on building lasting partnerships and pushing the boundaries of influencer marketing.
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