Junior Client Success Manager (m/f/d)
Bertelsmann · Hamburg
Company Description
About us
At RTL AdAlliance, we create simplicity for advertisers and value for publishers.
Our fundamental goal is to unite premium content publishers to facilitate connections between international and local brands and European audiences. With offices in 10 European countries and in the US, we exclusively represent only the best video publishers such as RTL, M6, ITV or Activision Blizzard. As part of RTL Group, we offer our clients the latest exclusive insights, advertising technology and services they need to master the total video space and make the very best of the transition into digital and addressable TV.
Do you find inspiration in the international and entrepreneurial spirit of our company? Do you want to actively navigate the advertising industry changes and be a driving force for innovation?
Then we invite you to join us as we shape Europe's leading advertising sales house.
Job Description
Your Responsibilities
Reporting to Lead Platform Enablement & Client Success, the Junior Client Success Manager is the first operational point of contact for customers within the AdManager Client Success area and is building the skills required to progress into a Base Level Manager role on the Client Success team. At the core, the role is responsible for the day-to-day handling of customer inquiries (primarily via email, supplemented by other support channels such as Intercom), acts as the interface between Client Success and Sales, and actively contributes to positively influencing key Client Success KPIs (e.g. response times, CSAT, resolution rate). In addition, the role supports smaller projects and project management tasks within Platform Commerce.
The position is designed as a clearly defined development path: whoever performs this role successfully will systematically build the professional, communication, and process skills needed for the next career step to Base Level Manager on the Client Success team.
- Customer Communication & Support
- Email and inquiry handling: Independent, friendly, and solution-oriented responses to incoming customer inquiries via email and other support channels (e.g. Intercom), in line with defined service levels and quality standards.
- Initial classification & triage: Categorizing, prioritizing, and routing more complex inquiries to the right internal contacts (Platform, Product, Sales).
- Documentation: Careful maintenance of customer interactions, tickets, and knowledge base entries to ensure traceability and reusability of solutions.
- Multilingual support: Handling customer inquiries in German and / or English; confidently switching between both languages depending on the customer. Fluency in Italian or Polish is a plus.
- Interface with Sales
- Sales handover: Close coordination with the Sales team on customer inquiries with commercial relevance (e.g. upsell signals, contract questions, escalations) and structured handoff of relevant information.
- Buying signal detection: Identifying and flagging buying signals or expansion potential from customer communication to Sales and the Lead Platform Enablement & Client Success.
- Communication bridge: Ensuring a consistent, aligned customer experience between Client Success and Sales throughout the client journey.
- Contribution to Client Success KPIs
- KPI co-ownership: Actively contributing to the improvement of key Client Success metrics such as response time, first-response rate, CSAT, and resolution rate through consistent, high-quality handling of inquiries.
- Feedback collection: Systematically capturing customer feedback and support patterns as input for the Lead Platform Enablement & Client Success to further develop processes and product feedback loops.
- Process improvement: Identifying recurring inquiries or friction points and proposing improvements to response templates, FAQs, and internal workflows.
- Projects & Project Management Support
- Project support: Contributing to smaller, clearly scoped projects and sub-tasks within Platform Commerce, e.g. rollout of new support processes or testing of automations (n8n, Airtable, Intercom).
- Coordination: Taking on basic project management tasks such as scheduling, task follow-up, and creating status updates.
- Automation learning field: Gaining insight into, and gradually contributing to, automation and integration initiatives around the AdManager ecosystem to build technical understanding for future role development.
Qualifications
Your Profile
- Experience: 0–2 years of professional experience in customer service, Client Success, sales support, or a comparable role; initial exposure to AdTech, SaaS, or digital platforms is a plus but not required.
- Languages: Fluent German and English (written and spoken) are mandatory; fluency in Italian or Polish is a plus.
- Communication skills: Friendly, clear, and solution-oriented writing style in customer contact; ability to work in a structured, service-oriented manner even under high inquiry volumes.
- Collaboration with Sales: Understanding of commercial context and the ability to work sensitively and purposefully with the Sales team.
- Organizational skills: Strong self-organization, reliability, and enthusiasm for contributing to smaller projects.
- Mindset: Proactive, eager to learn, and motivated to develop professionally and personally toward a Base Level Manager role on the Client Success team; team player with a strong sense of ownership.