About The Position

Ready to take your career to the next level?

Kenshoo is looking for the best and the brightest to join our rapidly growing team.

We're proud of our industry-leading digital marketing software but we're even prouder of the people behind it. That's where you come in!

Our work environment is very fast-paced and entrepreneurial. We work hard, we play hard, and we always do whatever it takes to delight our customers.


Kenshoo is an equal opportunity employer.

 

Purpose:             

The Client Success Manager is responsible for overseeing all facets of client utilisation of Kenshoo. The CSM is accountable for our clients' satisfaction and ability to leverage Kenshoo to drive success for their business.

 

The ideal candidate will have great project management skills, excellent technical credentials, hands on experience implementing SEM and Social media campaigns and most importantly, a consultative approach to addressing client needs.

 

Key Accountabilities

  • To conduct basic demonstrations of Kenshoo to prospective clients in conjunction with other Kenshoo Staff
  • To conduct basic and intermediate training for new and existing Kenshoo users in person and remotely
  • To answer incoming Kenshoo support request from users via email and telephone
  • To regularly check in with clients to understand their business goals and issues and work with clients on how to achieve those via the Kenshoo products and services
  • In person or remote meetings with clients to keep them updated and trained on Kenshoo’s new product releases
  • Track and monitor health using Kenshoo’s BI tools
  • Track, escalate and followup issues raised by users following the defined processes
  • To support other Sales and Client Services staff in defined activities

Requirements

  • To have detailed knowledge of Kenshoo platforms
  • To open and maintain cases in Sales force
  • To complete all company documentation including agendas, sales summaries, meeting summaries etc.
  • To understand and recommend best practice using Kenshoo in particular and PPC more generally
  • To have awareness of cross sell and up sell opportunities and who to progress them to
  • To be able to implement/on board accounts onto Kenshoo liaising with the internal team
  • To assist clients in testing and onboarding onto Kenshoo features
  • To provide basic support in the sales process, perform demonstrations of the technology, work with sales to assess business requirements for the business. 

  • Fluent in Japanese


 Measures of Success

  • To meet quarterly goals as agreed with VP of Client Services
  • Attentive response and communication to all support queries
  • Feedback back from customers and other Kenshoo Employees


Experience & Education

Working Knowledge of SEM and Social Media, specifically in the following pieces:

  • Differences between the Search Engines and Social Media platforms as Google, Yahoo, Yahoo Japan, Bing, Baidu, Facebook, Pinterest, Twitter, Amazon etc
  • Reporting and Analytics


  • Knowledge of SEM Management:
  • Keyword research such as Google Keyword Tool, Google Insights, MSN AdCentre
  • Account Set Up and structures
  • Search Engine and Social Media editorial guidelines
  • Bid Management & Optimisation
  • Industry qualifications such GAP, Search Excellence etc


Knowledge of other marketing channels is highly desirable

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