Customer Success Manager

What you'll do

• Assume a leadership role in a cross-functional team including Client Solutions, Analytics, Operations, and Implementation of Web Site, Email and Customer Data Platform optimization
• Act in a client-facing capacity to lead the direction, communications, and outcomes across the teams
• Assist sales and senior management in the scoping of solutions for clients resulting in programs supporting client’s business objectives
• Manage the delivery of scoped services for clients, coordinating efforts across internal operational teams ensuring timeliness and quality
• Lead client calls and communications including development of client-facing materials such as proposals, presentations, status reports, and requirements documents
• Manage to outcomes and follow-ups
• Work with client to plan and execute a wide range of campaigns across addressable channels
• Evaluate opportunities to grow the scope of services and tools
• Oversee quality of operational responsibilities including delivery of reports, communication of campaigns and/or analytic changes
• Manage client billing, budget and forecast processes
• Develop and build excellent relationships with clients and internal team members
• Ensure campaign goals are clearly defined and understood by team members
• Monitor campaign and alert team members with performance concerns
• Work with team members to develop solutions and client communication when issues are identified
• Escalate any major client issues, bringing in senior management as appropriate

Requirements

• BS or BA degree, preferably in Marketing or Business
• 3 – 5 years’ experience in account management or a client-side marketing department
• Experience with Email/Digital marketing
• Experience with Customer journey development
• Experience with Multi/Omnichannel marketing
• Experience with Campaign management
• Excellent communications skills and relationship skills
• Proficient in MS Office: Excel, PowerPoint, and Word

Tech stack

Benefits