Customer Success Representative

Другое

• Come Join Our Team At Company  and innovate the way B2B marketers make data-driven business decisions. 
• About Company   
• We are not just another B2B solution provider. We're problem solvers. We believe that data is the key to unlocking effective solutions that span a range of marketing challenges - from customer acquisition to demand generation to account-based marketing. Data is at the core of everything we do. Our team works tirelessly to create powerful solutions that drive real results for our clients. Whether it's through innovative technology or deep analysis, we're committed to finding the best path to growth for every one of our customers.     
• Why Join Our Customer SuccessTeam?  
• The Company Operations team is looking for a vital team member to fill the role of Customer Success Representative (CSR). An Company CSR is responsible for being our customers’ biggest advocates and the focal point between those customers, the sales team, and operations department. Company CSRs work with their team to set up, manage, and optimize campaigns across our suite of business-to-business marketing & data services. A successful candidate will have the opportunity to work and build relationships with our international customer base including members of the Fortune 500, Inc. 5000, and venture-backed companies. This position is executed on a remote basis, with potential for travel for customer & internal meetings if performance goals are met.&n
• Company means “always moving forward” and we apply that to our company culture by tirelessly promoting an environment that allows our employees to thrive:   
• Work from home  
• Flexible PTO  
• Training & development with unlimited access to Percipio LMS  
• Mix of collaborative & independent work  
• Community outreach via Company Cares - Encouraging staff to take time to volunteer    
• Professional mentoring program - Career guidance from leadership   
• Employee Resource Groups - Collaborate with others that share your passions!  
• Great benefits for you and your family  
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• Benefits We Bring To You:   
• Comprehensive medical (choice of 3 plans), dental and vision coverage  
• Company paid short-term disability, long term disability and life insurance  
• Optional supplemental life, accident and critical illness insurance plans  
• 401K with company match  
• Flexible PTO and generous paid holiday schedule  
• Fully paid primary caregiver leave (12 weeks) & parental bonding leave (2 weeks)  
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• What You’ll Do:  
• Start the day by reviewing & actioning internal & external emails that may have come in overnight.   
• Check-in call with your CS team to review account performance and decide what actions need to be taken.   
•  Finish setting up a campaign you just received the missing piece for and set it live.   
• Confirm with your customer the great news, that their campaign is now live, confirm their details one final time and let them know when they can expect to see the first set of outcomes.    
• Conduct kickoff call with customer getting ready to launch a new campaign, you lead the call and walk them through their campaign details, desired performance metrics, and what remaining materials are needed before launching.    
• Perform a high-level review of your campaign data files before approving them to move forward to a customer. You approve most of the files but reject a few because you remembered your customer asked for something slightly different, these little catches over time lead to that customer continuing to grow with Company.   
• Take a walk at lunch or run a quick errand, assuming you do not have calls or imminently pending items, this is something we are happy to encourage as long as you are reachable.    
•  Setup of one or multiple campaigns where materials are being received.    
•  Throughout the day you are responding to messages that could come internally or externally via email, chat, or calls, and despite the high volume you are still highly organized.   
• Not always, but if you have a larger group call on your calendar, it would likely be; customer success roundtable, new product training, quarterly town hall, one of our Employee Resource Groups (ERGs) lunch and learns, or a sales enablement meeting.   
• End the day by completing a summary presentation you and a member of the sales team will be giving early next week to one of your customers.  
• Setup, manage, and optimize the suite of Company’s business-to-business marketing and data services for your customers.   
• Act as the focal point for all external customer communications and internal requests & inquiries related to your customers.    
• Always be presentable and camera ready during the workday.    
• Lead and participate in all types of customer calls including but not limited to kickoff calls, check-ins, campaign summaries, QBRs, and problem-solving calls.   
• Be the final layer of quality control between deliverables & customer systems by demonstrating the ability to audit and investigate across any level of detail - from a single data entry to cohort level analysis.    
• Continuously monitor existing & upcoming activity, identifying potential challenges and taking steps to correct potential issues and set up future campaigns proactively.    
• Maintain understanding of customer status in relation to upward or downward trends and understand why those trends are occurring.    
• Ensure internal CRM & campaign management software remain continuously up to date in relation to live and upcoming activity.    
• Actively check in with customers based on their preferred method of communication (calls, email, in-person) at a regular frequency.    
• Create custom & standard reports based on campaign performance, revenue managed, revenue predicted, and information from internal databases.    
• Create reports in any format requested; PPT, MSFT Excel, email, and business intelligence software   
• Work as a team with your designated customer success group, performing activities & tasks as assigned by the group's leader (CSM).    
• Collaborate continuously with the sales team on customer communication, campaign setup, & reporting, while always providing what they need to best service the customer.    
• Enhance our operations team’s ability to run successful campaigns by communicating precisely & unambiguously, providing all needed materials at the right time and following standard processes.    
• Stay current on best practices and trends related to digital marketing, specifically as it relates to business-to-business sales, data, and demand generation.    
• Represent Company and the customer success team with each interaction in a friendly, informed, and easy-to-work-with manner.  
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• What You’ll Bring:   
• Independence: Must have the ability to work on his/her own virtually without constant direction or supervision.   
• Self-Starter: Must be self-motivated and possess a strong work ethic to continually strive to put forth extra effort.   
• Continuously Improving: Not satisfied with operating at the status quo, will constantly seek ways to improve their internal and external contributions to the team.   
• Communication Skills: Must have strong oral and written communication abilities and be able to articulate in a courteous manner.   
• Adaptability: Must be able to learn quickly and adapt to changing landscapes.   
• Presentable: Must be comfortable presenting to small and large groups and be able to do so confidently & without appearing nervous or unsure.    
• Personable: Must be able to connect with customers and colleagues and leave positive impressions of themselves and Company in virtual or in person environment.