MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Build and maintain strong, long-lasting relationships with key stakeholders at assigned strategic accounts. Serve as their primary point of contact and trusted advisor.
- Oversee the successful onboarding of new customers, ensuring a smooth transition and rapid adoption of our platform. Develop and deliver tailored onboarding plans.
- Proactively work with customers to understand their business objectives and ensure they are realizing the full value of Kajabi. Identify and communicate key performance indicators (KPIs) to measure success.
- Regularly engage with customers through meetings, calls, and other communication channels to understand their evolving needs, provide ongoing support, and share best practices.
- Identify and mitigate potential risks to customer satisfaction and retention. Contribute to the development and execution of proactive strategies to address concerns and ensure continued success.
- Identify opportunities for account growth, including upselling and cross-selling additional features or services. Collaborate with various internal teams to pursue these opportunities.
- Serve as the voice of the customer internally, providing valuable feedback to Product, Engineering, and Marketing teams to inform product development and improve the overall customer experience. Cultivate customer advocates who are willing to provide testimonials and referrals.
- Monitor customer health metrics, track progress against customer success plans, and provide regular reports to internal stakeholders.
- Work closely with other Customer Success Managers, Partnership teams, Support, and Product teams to ensure a cohesive and seamless customer experience.
- Stay up-to-date on industry best practices and proactively identify opportunities to improve our customer success processes and strategies.
Requirements
- Bachelor's degree in a relevant field.
- 4+ years of experience in a Customer Success role within a SaaS environment, with a proven track record of managing strategic accounts.
- Deep understanding of SaaS business models and customer lifecycle management.
- Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
- Strong problem-solving and analytical skills, with the ability to identify issues and develop effective solutions.
- Experience with CRM and customer success software (e.g., Hubspot, Salesforce, Gainsight).
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Proactive, self-motivated, and results-oriented with a strong sense of ownership.
- Technical capacity to become an SME for the Kajabi product and it’s features.
Benefits
- Company paid premiums for medical, dental and vision insurance for self and family.
- Company sponsored HSA account.
- Company 401K, 100% match up to 6% of employee contributions.
- Flexible vacation policy.
- Fitness incentives package.
- Company funded mental health resources.
- Wellness perks.
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