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About Merkle

Merkle is a leading data-driven customer experience management (CXM) company that specialises in the delivery of unique, personalised customer experiences across platforms and devices.

With a thirty-year heritage as a leading data and analytics consultancy, in 2016, Merkle became part of Dentsu, one of the world’s top five media agency networks with 60,000+ employees across 146 countries.

In the context of a privacy-first and increasingly complex digital environment, one of our key growth areas is the Google Technology Practice (GTP). GTP serves as a centre of excellence for the licensing and technical servicing of the Google Technology Stack products (Google Analytics and Google Marketing Platform), as well as providing expertise on the Performance data & technology landscape more broadly. Our size and capabilities make us the largest Google Marketing Platform reseller in the UK.

GTP is driven by a series of technical and enablement teams, one of which is Technology Success. The Client Success team is a client services function within Technology Success, dedicated to retaining our clients and identifying valuable opportunities for growth.

**This role can be London or Manchester based**

Hi from our Client Success team!

The Client Success team performs a critical client-facing function within GTP, accountable for the successful onboarding & retention of our clients, and identifying valuable growth opportunities through trusted relationships. Our best-practice onboarding and servicing processes enable success and scalability to all clients and offer a compelling edge for our clients in a highly competitive market.

We are a team of 7, spanning across 3 key areas in the UK: Newcastle, Manchester & London but working within a hybrid model. We enable our team to thrive and feel connected through regular team syncs, meet-ups and a superb recognition program to highlight any contributions that fly under (or above!) the radar.

Five great things about the role:

We're looking for a Client Success Manager to help carve that competitive offering and grow our revenue base by leading on our key accounts. Here are a few great things you can expect from the role:

1. Lead on some of the leading global brands across multiple verticals including retail, CPG and telecommunications

2. Shape Tech Success processes and outputs through our team objectives, enabling you to not only sharpen your client skills but develop other strategic skills too

3. Work alongside some of the leading platform experts in the country, exposing yourself to the latest and greatest product insights across the Performance technology landscape

4. Work directly with Google, building relationships with their industry & product leaders to ensure our clients are leveraging the platform capabilities as much as possible

5. Unique set of challenges and exciting opportunities per client, meaning that there's never a dull day and plenty of progression routes to consider

Key role responsibilities

• Be the primary point of contact for a set of key clients using GTP services
• Build relationships with the technical team members allocated to client accounts to ensure we're operating and supporting clients as one team
• Onboard new clients into GTP with our established Onboarding Program to ensure they're using the platform as quickly and effectively as possible
• Build relationships with and service existing GTP clients to understand their priorities and build out a strategic roadmap to ensure they're leveraging the key product features in the platforms
• Use that client context to identify wider opportunities that GTP experts can support on and grow client revenue
• Liaise with our Operations teams to ensure clients are billed on time and in full
• Help deliver our team objectives to ensure we're constantly improving our client offering and operating as best we can as a team
• Potentially manage junior team members

What you'll bring

• Outstanding long-term relationship building to make the client feel uniquely seen & serviced by Merkle
• Discover what's going on in the client's world through these relationships and build an evolving strategy around that
• Deliver a strategic roadmap from ideas to outputs and be able to articulate value of the outputs
• Awareness in balancing delivery of client needs whilst also hitting our own commercial objectives
• Organisation, reliability and responsiveness to client needs
• Entrepreneurial spirit with good problem-solving capabilities
• Team player and ability to work with technical teams
• Experience with the Google Marketing Platform and/or Google Analytics

What we’ll give to you:

Whether it’s the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too.

Here’s a snapshot of some of the benefits we offer:

• Extensive learning opportunities, through Dentsu University, free access to LinkedIn Learning along with the option to enroll in degree-level training programs via Multiverse
• 29 days of annual leave (25 days holiday, your Birthday Day off and 3 additional Wellness Days). We also have 2 volunteer days per year and as an additional bonus we’re typically closed between Christmas and New Year!
• Flexible public holidays, swap days off according to your values and beliefs
• You’ll have a hybrid working schedule (typically with set team charter days), we also offer flexible start/end hours – so you can choose what works best for you.
• All the feels – explore our dedicated benefits hub where there’s a catalogue of benefits for you to choose from that suit you! Spanning PMI, Gym discounts, HelloFresh vouchers, Cycle to work scheme + some sustainability options!

Dentsu is an equal opportunity employer. We do not discriminate based on sex, gender identity, race, color, national origin, religion, sexual orientation, disabilities or any other protected basis because we believe the best and brightest come from all walks of life. We aspire to foster a community in which diversity is valued in both our employees and our ideas.

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