• Own the overall relationship with assigned clients, including managing onboarding, implementation, training, increasing adoption, ensuring retention and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate findings.
• Maintain existing customer success metrics and data as directed.
• Daily and Monthly Responsibilities
• Serve as the day-to-day point of contact for assigned accounts, building trust and rapport, while identifying areas of opportunity, highlighting best practices and documenting them.
• Review the customer journey, identifying how it is supported, taking a consultative approach in helping clients overcome issues and achieve goals.
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
• Prepare necessary documentation or visuals for clients to demonstrate performance of campaigns.
• Analyze trends in C-Sat/NPS scores to identify areas of improvement.
• Work with the sales and marketing team to drill customer references and develop case studies.
Requirements:
• 3 to 5 years of experience in communications, marketing, sales, account management or customer success.
• Strong verbal and written communication, strategic planning and project management skills.
• Analytical and process-oriented mindset.
• Comfortable working across multiple departments.
• Active team player, self-starter and multitasker who can quickly adjust priorities.
Preferred Qualifications:
• Bachelor’s degree.
• Knowledge of Salesforce and project management tools.
• Fluent high level or Native English.
• Experience in a mature hi-tech organization.
