PO
PointrCustomer Success Lead
Lead Customer Success for Pointr's innovative indoor mapping solutions. Drive client satisfaction and team performance by shaping success strategies across multiple accounts and industries.
About the role
- Opportunity Identification: Detect new client needs and expand their service portfolios.
- Proactive Communication: Maintain daily contact with clients, participate in meetings and communicate via email and WhatsApp.
- Strategic Relationship Management: Build close client relationships by understanding their needs and delivering exceptional service.
- Platform Adoption: Increase utilization of Pmweb platforms and products to drive client engagement and satisfaction.
- Workshop Facilitation: Design and deliver workshops to train clients on effective use of available tools.
- Project Management: Participate in special projects assigned by management and collaborate with operational teams.
- Metrics Monitoring: Track client metrics daily to ensure strategies are optimized.
- Impactful Reporting: Prepare and present weekly and monthly reports with insights on performance and service usage.
- CRM Strategy Development and Execution: Focus on optimizing segmentation and personalization of campaigns using methodologies such as RFM and LTV.
- Control Group Implementation: Measure marketing campaign effectiveness to ensure efficient resource allocation.
- LTV Analysis: Identify high-value customers and propose actions to maximize return on relationship.
- Multichannel Campaign Development: Create campaigns aligned with customer needs and behaviors using segmentation data.
- CRM KPI Monitoring: Analyze retention, churn and engagement rates and recommend continuous improvements.
- Cross-functional Collaboration: Work with marketing, data and BI teams to align CRM strategies with business objectives.
- Detailed Performance Reporting: Provide insights into customer behavior and campaign effectiveness.
Requirements
- Bachelor's degree in Marketing, Advertising, Communications or related fields.
- Previous experience managing client portfolios and providing strategic account support.
- Strong knowledge of digital marketing, CRM campaigns and performance marketing.
- Familiarity with CRM, CRO and loyalty best practices.
- Ability to analyze data, metrics and results to identify new business opportunities.
Benefits
- Health Insurance
- Dental Insurance
- Life Insurance
- Childcare Assistance
- Birthday Day Off
- Wellhub
- Transportation Allowance
- Meal and/or Food Allowance
- Language Learning Support
- Education Support
- Certification Support
- Home Office Allowance
- Structured performance review cycle
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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