Customer Success Account Manager (SMB - MENA)
- Full-time
Company Description
Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation
Job Description
Who We Are:
Twitter’s Customer Success team provides best-in-class support for our most valuable small and medium business advertisers, increasing retention, revenue, and satisfaction. We are part of the Small and Medium Business Ads team (SMB), which is focused on building and scaling our self-serve advertising business through a combination of data, engineering, marketing, customer acquisition, and customer service.
What You’ll Do:
Manage several hundred active customers and agencies through email and phone support
Resolve customer questions and troubleshoot an array of issues related to account setup, campaign performance and optimization, billing, advertising policy and technical issues
Educate and consult to demonstrate how to use Twitter’s advertising products, best practices, how to develop effective campaigns
Execute, optimize, and analyze advertising programs using internal tools and dashboards
Resolve campaign issues in a timely and productive manner, identifying and implementing process improvements
Identify proactive opportunities within your account set to provide suggestions that will increase customer satisfaction and revenue
Mentor and onboard new team members
Collaborate cross-functionally across the SMB team to improve the entire customer life cycle
Skills & Requirements:
Excellent verbal and written communication in English and Arabic, and comfortable with online communication tools
Ability to work quickly and accurately in a fast-paced, deadline-driven environment
Highly self-motivated and well-organized
Detail-oriented, focused, motivated, able to adapt to an ever-changing environment
Ability to multi-task, prioritize among many demands and work with minimal supervision
Exceptionally resourceful; fearless in mining available knowledge bases to find answers
Data-driven, technical, proactive and curious
A passion for technology and problem solving
At least 1-3 years of work experience
Experience using Salesforce CRM tool
Experience with content review, policy and/or enforcement
Expertise in Excel, data analysis, and modeling
Experience working in a customer/client-facing environment
Experience with online advertising, analytics and social media
Additional Information
We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.
All your information will be kept confidential according to EEO guidelines.