Customer Success Manager Job at ClickDimensions – in Cork
With more than 3,600 customers in 61 countries globally, we provide email marketing, web intelligence, lead scoring, nurture marketing, social discovery, form capture, surveys, and more. We allow organizations to discover who is interested in their products, quantify their level of interest, and take the appropriate actions. Our customers range from B2B and B2C, Non-profits and Corporations, small businesses to Fortune 500 across a wide range of industries and sectors.
Reporting directly to the Regional Customer Success Director, the Customer Success Manager will be responsible for the adoption and ongoing use of ClickDimensions products throughout the customer lifecycle and into renewal. The CSM will seek to understand and align client goals with the ClickDimensions solution. Additionally, this role is responsible for the proactive monitoring of assigned accts, success of the relationship, and charged with reducing churn for the business.
Responsible for helping define the content and processes for Customer Success now and through future growth
Partner with an Onboarding Specialist to ensure a smooth handoff of the client through the initial setup of ClickDimensions
Serve as the marketing automation and best practices consultant for new customers by guiding them through ClickDimensions Success Planning with the
goal of understanding their goals and helping them successfully align ClickDimensions with their goals
Define and agree upon customer success with customer
Proactively monitor client accounts based on their defined success plans and provide guidance/advice based on marketing best-practices as needed
Prepare and conduct regular success checkpoints and QBRs (quarterly business reviews) with key client contacts to ensure adoption of and success with ClickDimensions, provide recommendations for improvement, as well as continued re-alignment of customer goals
Actively manage a book of customers efficiently, remaining organized and prioritizing customer escalations appropriately
Responsible for identifying at-risk accounts and implementing effective response actions to ensure customer success, satisfaction, and retention with ClickDimensions
Communicate with account management throughout the customer lifecycle to identify areas of cross-sell and upsell and with the objective of minimizing customer churn
Serve as a trusted advisor to ClickDimensions clients
2+ years marketing automation experience desired AND/OR
2+ years of account management or other client-facing experience
Ability to thrive and be passionate in a start-up environment
Good understanding of marketing, sales processes, and best practices
Ability to lead, own, and manage processes as well as client relationships
Comfortable presenting and running online customer meetings to all levels of an organization
Strong aptitude for self-directed work
Able to analyze, interpret, and leverage data in business recommendations
Excellent written and verbal communication skills
Fluency in English
Ability to build trusted relationships
Bachelor’s Degree in a relevant field of study preferred
Client-side marketing experience a plus
We Offer: A competitive salary and benefits package including healthcare, pension, and gym membership.
Be part of our exciting start-up in Cork!
ClickDimensions is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. ClickDimensions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at ClickDimensions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. ClickDimensions will not tolerate discrimination or harassment based on any of these characteristics.
Company: ClickDimensions –
Company Location: Cork