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Customer Service
Customer Success Manager Customer Service
13% 1-Year Employee Growth Rate | 59% 2-Year Employee Growth Rate | LinkedIn | $0 Venture Funding
What Is Employee Growth Rate & Why Is It Important?
Customer Success Manager (CSM) at Marvel Marketers (MM) is responsible for working with new and existing clients to ensure successful outcomes are achieved and ensure a client’s journey from purchase to delivery is smooth and well managed. You will also monitor a client’s on-going health and establish a cadence for client interactions that ensure each customer is fully optimized & satisfied. In summary, your job is to ensure that you consistently deliver and showcase value to our customers.
Key Role & Responsibilities:
- Manage ongoing customer needs effectively to drive high customer retention and loyalty. Build strong, trusted, and influential relationships with strategic customers stakeholders and senior leadership. Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of MM services to them & their organization.
- Proactively offer appropriately tailored advice and bring unique customer business and industry insights to the customer, affording opportunity to realize optimal current value, as well as identify & develop customer growth opportunities. Engage in ongoing, two-way dialogue with customers regarding ways to improve engagement and strategies to gain higher & impactful return on investment.
- Build an actionable customer success & growth strategy by mapping accounts, stakeholders and opportunities. Develop and deliver monthly & quarterly business reviews to customers highlighting goals, accomplishments, business impact and recommendations.
- Collaborate with and drive Project Team to deliver error-free, quality services with measurable, quantifiable results.
- Team up with the Marketing team to deliver customer testimonials, case studies and video interviews. Scope & Process growth & renewal opportunities statement of work.
- Ability to work under pressure, manage stressful situations, have outstanding organizational skills, strong attention to detail, analytical and outstanding problem-solving skills.
Minimum Qualifications:
- Bachelor’s Degree or equivalent experience.
- 7+ Years of Customer facing experience as Account Manager or Customer Success Manager. Fortune 500 experience is highly preferred.
- Must have Marketing Agency, Professional Services or Consulting Company experience.
- Experience in Marketing Automation Platforms such as Marketo, Pardot, Marketing Cloud is highly preferred.
- Experience with Google Suite & Salesforce. Mavenlink Experience is A+
- Strong Project Management with an ability to lead a project from inception to completion.
- Comfort with ambiguity, with the ability to be flexible, agile and quick to adapt
- Strong problem solving and analytical skills, ability to consume data and drive insights.
- Strong business acumen, presentation and communication skills.
Your success will depend on:
- Building strong, trusting & influential relationships.
- Retaining assigned book of business & logos.
- Growing assigned book of business and logos.
- Customer referenceability, testimonials and success stories.
Who thrives with us:
- People who want to learn, but are self motivated in learning from their projects
- People who enjoy the really hard problems
- People who enjoy having too much vs. too little to do
- People who like creating from nothing ( We still need a lot built to support our growth)
- People who understand how to build and maintain relationships with their coworkers and their clients
- People who like making others successful and understand the value of that as much as making themselves successful
- People who leave their ego at home and really enjoy working with other brilliant people