Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Manager developing creative solutions for Semrush SMB clients through webinars and outreach campaigns. Building relationships and promoting customer adoption and account activation.
Responsibilities
- Our Scale Customer Success Team is responsible for full lifecycle events of our Semrush SMB clients;
- they develop creative solutions to extend reach in 1 to many formats, promote customer adoption and account activation, and support customer growth and retention.
- Successfully build relationships with multiple new customers at one time through 1:many events like webinars, virtual office hours and small workshops or online community events.
- Make product and workflow recommendations within the Semrush platform acting as a Product Expert
- Engage 1:1 with assigned customers as-needed at critical points in the customer journey to ensure adoption
- Successfully facilitate expansion opportunities of small apps and add-ons
- Deliver great customer experiences while following our Scaled Customer Success playbooks
- Manage customer outreach campaigns through email, phone and LinkedIn, marketing upcoming events and promotions
- Ability to analyze and understand client results, performance and situation to uphold a service-first approach to achieve collective goals and exceed client expectations.
- Be a “Team Player” and share with peers new workflows and strategies that have been successful for you, plus leaning on peers so that the whole team succeeds
- Assist with digital projects, including initiatives such as demo experiments, new content creation etc. to enhance customer experience and drive business objectives
- Ability to facilitate and negotiate contract renewals for existing customers
Requirements
- 2+ years of work in a customer success, sales or digital marketing role.
- Experience with Semrush, SEO or small business owners is a big plus
- Experience hosting webinars or other digital 1 to many formats is a plus
Benefits
- Unlimited PTO
- Low cost medical, dental, and vision plans
- Life insurance
- Accidental death and dismemberment (AD&D) insurance
- Dependent Care Savings Accounts and Flexible Spending Accounts
- Health Saving Account
- Short-term and long-term Disability
- Employee Assistance Program
- Employee Resource Groups
- 401(k) plan
- Paid parental leave
- Relief Fund
- Travel coverage
- Corporate events
- Teambuilding
- Snacks, drinks at the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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