As Customer Success Manager, you will play a significant role in ensuring our customers achieve transformational change in their business results. The Client Success Manager will build and manage a team of customer success associates to ensure a high level of customer satisfaction and retention by building customer relationships and providing tailored service for our entire portfolio of clients. The ideal candidate will have a strong foundation in all aspects of Client Success, along with a solid understanding of digital marketing, content marketing, paid media, and analytics. This position will be responsible for building the Client Success Best Practices with demonstrated experience.
What you will be doing:
Demonstrate a strong knowledge of our software products, operational procedures and brings together all key operating groups supporting each Enterprise client.
Measuring Client Success Team Performance by administering Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT);
Delegate projects/tasks to appropriate operating teams, track progress against plan and drive to completion;
Lead account management team meetings, engage and manage necessary stakeholders for project deliverables;
Forecast and track key account performance metrics
Regularly conduct monthly and quarterly strategic business reviews with all Enterprise accounts and oversee development of action plans to address any issues.
Identify growth opportunities with Enterprise accounts and collaborate with appropriate sales representative to ensure growth;
Recruit, lead and provide training, coaching and team development to customer success team.
Prior experience in Customer Success or similar history of increasing customer satisfaction, adoption, and retention.
Proven ability to drive the continuous value of our product(s).
Familiarity working with clients of all sizes.
Impeccable written and verbal communication skills
Fluency with keyword research/competitive analysis/link building tools, like SEOMoz, Wordtracker, or Majestic SEO;
Strong understanding of any Web analytics tools like Google Analytics and Adobe Omniture/Site Catalyst
Minimum three years of experience with managing direct reports
2 + years experience with administering Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT);
Extensive knowledge of CRM (i.e. Salesforce, Zoho, Sugar);
Ability to work with cross-functional teams and individually to drive results;
Demonstrated critical thinking and problem-solving skills;
High analytical competence and mindset;
Strong project management skills and attention to detail;
High-level of proficiency in Microsoft Office Suite.
Polished presentation skills;
Able to travel 20%
Client Success Manager is primarily looking to have strong training skills and can help develop & manage Account Managers. 2+ years management experience. Agency experience or client facing experience needed. Must have technical background.
If you are interested in this opportunity, please email your resume to firstname.lastname@example.org.