Who We Are: Twitter’s Self-Serve Ads team is focused on building and scaling our SMB advertising business through a combination of data and engineering, marketing, customer acquisition, and customer service. Our Customer Success team provides best-in-class support for our most valuable self-serve advertisers, increasing retention, revenue, and satisfaction.

What You’ll Do:

Support a book of business of several hundred active customers with strategic recommendations via email communication and meetings.

Support Marketing efforts to educate and consult clients on how to use Twitter’s advertising products, best practices, and how to develop effective campaigns.

Leverage client relationships, proactive recommendations and product knowledge to retain and grow revenue within your accounts

Maintain ownership and comprehensive understanding of your accounts And identify proactive opportunities within your account set to provide suggestions that will increase customer satisfaction and revenue

Regularly communicate our business priorities to drive ongoing, meaningful conversations Execute, optimize, and analyze advertising programs using internal tools and dashboards. Troubleshoot and resolve issues in a timely and productive manner, identifying and implementing process improvements

Staying on top of the latest trends, product updates, industry/regional updates to proactively share with your clients

Collaborate cross-functionally across the SMB team to improve entire customer life cycle Actively participate and contribute to peer, team, and organization meetings.

Provide feedback on opportunities and areas of improvement to team and managers Achieve KPIs, team metrics and work goals  

• Excellent verbal and written communication in English 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, 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 Innovative in coming up with new ideas and new ways to put them to action
• Follows through on tasks, projects, and feedback.
• First to try new things and provide actionable feedback
• Solution-forward and ability to think several steps ahead
• A passion for technology and problem solving 1-2 years of sales or customer facing experience
• Experience using Salesforce CRM tool preferred
• Experience working in a customer/client-facing environment preferred
• Experience with online advertising, analytics and social media preferred