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Client Success Manager

 

Summary:

The Customer Success Manager (CSM) is responsible for building, managing, and retaining Delivra client relationships and accounts. The CSM should understand each client’s business objectives, be their advocate within Delivra, and help to identify and develop their strategic email initiatives. The CSM serves as the client’s main point of contact within Delivra and as the client expert for Delivra Professional Services, Product, and Support teams.

The CSM must be highly organized, a good team player and communicator, excellent with time management and eager to continually pursue mastery of digital marketing strategies. These skills are applied to reduce customer churn, increase product adoption and improve NPS Scores. The main measure of this role is account retention, renewal, and growth.

 

Responsibilities:

  • Relationship Management (35%)– Understand and document customer’s key business objectives. Develop and execute strategic initiatives to grow and retain their account. Identify and recommend growth opportunities. Create relationships with key contacts to support long term partnerships.
  • Strategic Support (20%)– Prepare and lead Quarterly Business Reviews (QBRs) for each applicable customer including a goal overview, review of current strategic initiatives, important calendar dates, insights and recommendations across their account, overview of new features and capabilities and product roadmap reviews.
  • Renewal Management (25%) – Includes handling contract renewals, invoice adjustment requests, and contract amendments.
  • Cross Team Collaboration (20%) – Delegate tickets coming into the Customer Success queue. Identifying areas of improvement for client success process, self serve support and training resources. Identify key lifecycle moments / stories that can be shared with Marketing and Sales to promote the customer and their experience.

 

Technical/Professional Experience and Skills:

  • Excellent verbal and written communication skills
  • Continuous learner – Our industry is always evolving so a candidate should be able to synthesize accumulated experience and knowledge into actionable decisions
  • Time Management – Prioritize and manage multiple tasks, including leveraging others through hand-off of tasks and follow-up
  • Self-motivated, willing to take initiative to proactively solve problems
  • Affinity and talent for organization
  • Thrives in a team environment
  • Highly results-oriented and process driven

Requirements:

  • 3-5 years of strategic relationship management experience (preferably in the technology space, but not a requirement)
  • Prior demonstrated success in a customer success role
  • Bachelor’s degree or equitable work experience

Preferred:

  • Bachelor’s degree in Marketing/Business
  • Knowledge of Automated Email Marketing Solutions
  • Proficiency with Salesforce or similar CRM
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