Customer Success Manager- West

Come Join Our Team At the company  and innovate the way B2B marketers make data-driven business decisions.

About the 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

We are looking for a key member of the company Customer Success team who will be tasked with problem solving for internal and external customers on the company’s line of products. CSM will provide top quality post-sale support on customer inquiries for content syndication, display advertising, and data services. The position holder will need to quickly become an expert on the full operational process from initial quote to campaign completion and wrap-up generation on all products sold in their team. The processes should be understood at an expert level at which the CSM can problem solve for internal and external stakeholders consistently. As this position sits as the bridge between sales, operations, and customers, this person will have excellent written and verbal communication skills which they will use regularly. The team member will work closely with the company customers, Customer Success Managers, Sales Directors, and the Operations team.

Only candidates located in MST and PST time zones will be considered.

The 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 the company Cares - encouraging staff to take time to volunteer

• Professional mentoring program - career guidance from leadership

• Great benefits for you and your family

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 holiday schedule

• Fully paid primary caregiver leave (12 weeks) & parental bonding leave (2 weeks)

What You'll Do

Reporting to the Director, Customer Success, he/she will be involved in all aspects of the internal/client support function for the company.  Specifically, this person will manage the following:

• Internal and external client-facing resource available for Q and A on all details related to accounts. The ideal candidate will become the primary resource in this area for our customers, Sales Directors, and Operations team.

• You will be responsible for working in tandem with our India and US Operations teams in order to ensure the company can offer true customer support and customer insights.

• Identifying and escalating situations requiring urgent attention. Situations requiring escalation could arise from both customer and internal inquiries at any stage of a potential, active, or completed campaign.

• Work in tandem with sales to develop strategies to help customers see greater success with the company and grow their investments.

• You will become expert in utilizing and understanding Salesforce and Qlik, as well as proprietary platforms to execute daily work.

• Responsible for all products sold within their team for both non enterprise and enterprise customers.

• You are expected to understand customer motivations and use that understanding to improve their service campaign over campaign and quarter over quarter.

• Executing and presenting a wide range of reports including check-ins, campaign summaries, and QBRs.

• Assist Customer Success Managers, Sales Directors, Marketing, Operations, and the company Management teams in any support and projects as needed.

• Utilize SFDC cases to track campaign status and offer pre-sales support activities

What You'll Bring

We seek a seasoned professional with 5 plus years of related experience in providing support, preferably in a demand generation and/or direct database marketing environment. Experience with database products and services are essential. The successful candidate must be an exceptional communicator with a strong team orientation and a skill for marketing integrated online and offline data-driven solutions to help drive market share and profitability. The following are personal qualities that will characterize the successful applicant:

• Independence: Must have the ability to work on his/her own without constant direction or supervision.

• Self-Starter: He/she must be self-motivated and possess a strong work ethic to continually strive to put forth extra effort.

• Motivated: Not satisfied with operating at the status quo, will continuously seek ways to improve their internal and external contributions to the team.

• Must have strong oral and written communication and be able to articulate in a courteous manner.

• Adaptability: Must be able to learn quickly and adapt to changing landscapes.

• Must have strong problem analysis and problem-solving competencies.

• Must be able to interact well with team members.

• Ability to learn and operate SaaS platforms such as Salesforce, Qlik, the company Marketing Cloud.

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Our Values

• Lead & Learn  We lead with unrivaled vision, innovation and execution, always learning and embracing new ways of doing things to stay out in front​

• Collaborate & Celebrate  We build great things when we work together as one the company team, celebrating our achievements – both great and small – along the way ​

• Innovate & Inspire  We are always looking for bold new ways to exceed the expectations of our customers and to inspire each other to even greater success​

• Do More & Do Good We go above and beyond in the service of our clients and colleagues, and the communities where we live

Notice to California Applicants: We collect and process personal information as described in our California Applicant Privacy Notice, in compliance with the California Consumer Privacy Act (CCPA/CPRA). Please review the notice here: the company Privacy Policy