We’re growing and we’re looking for a new member team to join our customer success team.
As the CSM, you’ll play a critical role in helping our customers understand the value of our platform, and build strong, long-lasting and personal relationships with our customers. Through your deep product knowledge, expertise in how different departments in a company use our product, familiarity with the range of use-cases, and ability to both tell and show value in customer interactions.
What you will do:
Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support. Be responsible for technically setting up customers’ accounts in the company platform & maintain them.
Form close relationships with our customers.
Provide insights and customized reports to customers to ensure that they get the most out of the platform, and leverage your product knowledge and experience to ensure customers receive the utmost value from the platform
Be the trusted partner for the customer on use-case and product functionality
Advise and consult clients on best practices and how to optimize their use of the platform.
Conduct quarterly business reviews to document success to date; review adoption and usage metrics; align on executive priorities; provide adoption and usage recommendations & review our product roadmap.
Overall responsibility for your customers’ health, growth, satisfaction and the delivery of successful QBRs
Identify new business opportunities In your customer’s org for expansion, by consulting customers and prospects on our solutions.
Collaborate with the sales team when needed, using your consultative and insight skills
Help orchestrate renewal processes with customers and engage AEs for expansion opportunities.
Represent the voice of the customer to provide input in product, marketing and sales processes
Contribute to our team growth by creating new content, playbooks, and processes for peers to use as winning strategies.
Desired skills and experience:
Excellent communication skills (both verbal and written) in English (being a native speaker is an advantage).
You are independent and self-learner, with Multi-tasking capabilities and able to thrive in a fast-paced, dynamic and ever-changing environment. And you love being in a collaborative, team oriented company culture.
You have previous experience in the Martech or Advertising spaces, where you have gained Digital Marketing, Social media and account management experience focused on independently managing and growing client accounts. This could be from an advertising agency, SaaS or similar
You love wearing your strategic thinking hat, but are equally comfortable getting your hands dirty in more routine work to set your customer up for success
You have experience with Excel and are familiar with search operators
You have exceptional interpersonal skills, are a team player and a great communicator, comfortable working with multiple interfaces simultaneously
Are an open-minded thinker that is willing to try new processes
You have a proven track record of working in a customer facing role
Ability to provide step-by-step training & assistance, both written and verbal
You have strong analytical skills, with the ability to translate data into insights
Degree in marketing, communications, advertising, business, or related fields- an advantage.
Strong operational discipline and excellent prioritization, decision making and assessment skills
Passion for customer success and service mentality, with innovative ideas to inspire customer loyalty and adoption
Outstanding presentation development and delivery skills, with the ability to speak to end users
Experience working with a cross-functionally and geographically dispersed customer base