TIKTAL OU

TikTal is a dynamic influencer marketing agency specializing in helping brands grow through innovative and strategic influencer partnerships. As we expand, we’re looking for a highly experienced Head of Customer Success to elevate our client relations and drive strategic growth.Role Overview:The Head of Customer Success will lead our customer success team, ensuring client satisfaction, strategic alignment, and business growth. This individual will possess a deep understanding of the influencer marketing landscape, particularly with US-based clients and brands, while demonstrating expertise in account management, client retention, and expanding brand partnerships.Key Responsibilities:<ul><li> Team Leadership &amp; Training:&nbsp;Lead and mentor the customer success team, fostering a culture of excellence, accountability, and client satisfaction.</li></ul><ul> <li>Client Strategy &amp; Account Management:</li> <ul> <li>Develop and execute brand strategies, budget planning, and account management practices tailored to each client.</li> <li>Effectively navigate large account hierarchies and engage in high-level conversations with CMOs, senior leadership, and executive teams to align on creative strategies and ad spend.</li> </ul> <li>Relationship Expansion:</li> <ul> <li>Strategically expand relationships with clients/brands across different regions, markets, and platforms.</li> <li>Introduce new services, solutions, and advertising options to clients, supporting cross-functional expansion and brand development.</li> </ul> <li>Revenue Generation &amp; Upselling:</li> <ul> <li>Drive inbound sales and upsell opportunities, achieving and surpassing financial goals.</li> <li>Convert short-term projects into long-term Agency of Record (AOR) contracts, focusing on high-value contracts (6- to 7-figure USD) and sustained client engagement.</li> </ul> <li>Campaign &amp; Talent Management:</li> <ul> <li>Oversee high-value campaign budgets with a strong understanding of campaign dynamics and talent management.</li> <li>Ensure technical aspects of influencer campaign management are flawlessly executed, meeting client and agency standards.</li> </ul> <li>Client Retention &amp; Satisfaction:</li> <ul> <li>Maintain a high client retention ratio by fostering trusted, long-term relationships and ensuring an exceptional client experience.</li> <li>Turn client success stories into case studies and testimonials to reinforce TikTal’s market positioning and value proposition. </li> </ul> </ul>Your initial KPIs: <ul> <li>Financial converted deals and clients in USD. </li> <li>Retention rate of 80%. </li> <li>Customer Satisfaction of 90%. </li> <li>Improvement process efficiency by 90%. </li> <li>And others. </li> </ul>RequirementsQualifications:<ul> <li>5+ years of experience in influencer marketing agency operations, specifically with US clients/brands.</li> <li>Strong background in brand strategy, budget planning, and high-value account management.</li> <li>Proven track record in expanding brand relationships both vertically and horizontally across various channels.</li> <li>Exceptional communication skills, with the ability to engage senior leadership and executive teams in strategic discussions.</li> <li>Experience managing and training teams to meet performance targets.</li> <li>Skilled in upselling and achieving financial goals, with experience handling large campaign budgets and high-value contracts.</li> <li>Strong knowledge of influencer campaign management and talent coordination from a technical standpoint.</li> <li>Proven success in converting client projects into long-term contracts and AOR partnerships. </li> <li>Able to work within the US timezones. </li> </ul>BenefitsWhy Join TikTal?TikTal offers a dynamic and collaborative environment where you can directly impact our clients’ success and the agency’s growth. This role is perfect for a strategic leader who thrives on building lasting partnerships and pushing the boundaries of influencer marketing.