Description
We have recently launched a new Acquire Starter Pack, which is a free Apple Search Ads campaign management platform to activate and support small and medium businesses, driving their success and growth with Apple Search Ads.
We are seeking a dynamic and driven Activations & Customer Success Specialist to join our team. This hybrid role combines elements of customer success, sales, and solutions engineering to ensure that our free users fully leverage the SplitMetrics Acquire platform, realize 100% value, and grow their Apple Search Ads spends. The ultimate goal is to upsell these users to our more advanced plans, and continuously grow their Apple Search Ads budgets.
What you'll be doing:
- Customer Onboarding and Activation:
- Identify potential accounts and reach out to new free users.
- Guide users through the initial setup and onboarding process.
- Ensure users connect their Apple Search Ads accounts and start using the platform effectively.
- Work closely with the Product team to drive positive product changes and increase product adoption.
- Customer Education and Engagement:
- Work closely with the Marketing and Support team to prepare and/ or conduct training sessions and webinars to educate users on the features and benefits of the SplitMetrics Acquire platform.
- Provide basic Apple Search Ads recommendations and best practices.
- Regularly communicate with users to drive product activity and engagement.
- Sales and Upsell:
- Identify opportunities for upselling users to paid plans, as well as within SplitMetrics ecosystem.
- Work closely with the sales team to transition users to higher plans seamlessly.
- Support and Solutions:
- Offer basic support and troubleshooting for Apple Search Ads campaign management.
- Collaborate with the support team to resolve user issues promptly, improve Help Center materials, etc.
- Gather user feedback and share insights with the product and development teams to improve the platform.
- Performance Monitoring and Reporting:
- Track and analyze user activity, engagement, and spend.
- Provide regular reports on user performance and potential growth opportunities.
- Set and meet KPIs and OKRs related to user activation, engagement, and revenue growth.
Key Performance Indicators (KPIs):
- User Activation Rate:
- Percentage of new users who complete necessary steps (eg. certain meaningful activity, Apple Search Ads account connected, MMP connected, Apple Search Ads exam passed, etc.)
- User Engagement Rate:
- Frequency and depth of user interactions with the platform features.
- Revenue & Spend Growth / Upgrades:
- Percentage of free users who upgrade to paid plans & Revenue generated.
- Percentage of free users who purchased other SplitMetrics products/ services & Revenue generated from them.
- Increase in Apple Search Ads spend from the free users.
- Customer Retention Rate:
- Percentage of users who continue using the platform over a specified period.
- Educational Initiative Participation:
- Number of users attending training sessions, webinars, and other educational events.
- Number of users/ companies passing the Apple Search Ads exam.
About you:
- Experience:
- 1-3 years of proven experience in the customer success, preferably in the SaaS or mobile advertising industry.
- Experience with Apple Search Ads or mobile app marketing is a significant plus.
- Skills:
- Strong communication and interpersonal skills.
- Ability to educate and engage users effectively.
- Sales acumen with a focus on upselling and revenue growth.
- Problem-solving skills and ability to offer practical solutions.
- Analytical mindset to track and report on performance metrics.
- Native or advanced English, other languages are a plus.
- Attributes:
- Customer-focused with a passion for helping users succeed.
- Self-motivated and able to work independently.
- Adaptable and able to thrive in a fast-paced, evolving environment.
- Collaborative team player.
