Hybrid Customer Success Manager

at Extreme Reach

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Success Manager engaging enterprise clients, building relationships, and ensuring successful onboarding with XR products. Driving client engagement and acting as their advocate within the company.

Responsibilities

• Cultivate and own close client relationships with multiple stakeholders including Senior Members of the client team, respective agency partners, etc.
• Create customized Client Success Plan for enterprise clients that dictates scheduled touch-points for proactive outreach, including weekly, monthly or quarterly calls, video or in-person meetings
• Conduct and/or coordinate client onboarding sessions, as well as continued training sessions for suite of XR products and offerings
• Drive client engagement, adoption, and retention by understanding client business needs and goals; helping them to high levels of success using XR products and services
• Develop deep insight and knowledge of the clients’ teams and operational structure by building a network of relationships
• Utilize XR-supported analytical tools to monitor and analyze engagement, operational and business progression, to provide recommendations and guidance based on data results, both to client and internal teams
• Present business reviews to clients, and share suggestions and optimal solutions.
• Proactively maintain a high knowledge level of all supported services, products, and projects for client
• Advise client of existing resources such as platform guides, knowledgebase articles, tutorials, and how-to-videos, or work with internal teams to create where needed
• Work with departmental leaders, Product Owners, and Marketing to create personalized communication focused on company initiatives, changes or improvements to existing products in use, new features and products they might find useful, etc
• Represent the Voice Of the Customer (VOC) to provide input into core products, marketing, sales processes, and service improvements that may enhance the client experience
• Participate in the creation of interdepartmental support models, workflows and SOPs
• Act as the Subject Matter Expert (SME) on client-specific items, including acting as an escalation point for internal teams on business rules and best practices
• Collaborate and/or guide internal teams who support the client or client projects, including Activation Management & Campaign Services (SME), Center of Excellence, Insights (Reporting), Product, Development, Sales Operations and Technical Support
• Partner with the Deal Desk to ensure optimal account performance, and present renewals to existing clients that are aligned with XR strategy. Work with clients on other contractual initiatives such as amendments, SOWs, SLAs, etc with Legal/Contracts team
• Align with Global Business Partner to upsell and cross-sell additional products or services to contribute to the client’s success
• Assist Global Business Partner and Marketing in managing and executing RFP requests

Requirements

• Minimum 3 years’ experience in a B2B/Enterprise Customer Success or 5 years of experience managing large client accounts, preferably in the advertising space.
• A strong passion for the client’s experience, with the ability and willingness to engage directly with them
• In-depth knowledge of the advertising production industry with experience in creative logistics and campaign management, or demonstrated ability to quickly and effectively learn various products and services
• Comfortable leading client workshops, onboarding sessions, or meetings
• Accountability, and comfort in being the face of both good and bad news to the client
• Exceptionally high EQ and ability to understand verbal and non-verbal feedback from external and internal stakeholders to properly assess and understand complex situations
• Attention to detail and organizational skills
• Ability to communicate across all departments and levels, providing difficult-to-deliver feedback where needed in a delicate way
• Ability to take initiative and prioritize while working independently or collaborating with a team
• Strategic problem-solver, who is open to coaching and training
• A record of accomplishment of success and strategy in turning new clients into raving advocates
• Ability to effectively upsell and cross-sell additional services that would support the specific Client needs
• Familiarity in working within CRMs, Support Ticketing Systems, or other important tools for tracking user relationships and engagement
• Proficient in MS Excel, PowerPoint, Google Business Suite, data analysis, and visualization tools