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    Customer Success Manager - Boston, United States - Emplifi

    Emplifi
    Emplifi Boston, United States

    3 weeks ago

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    Description
    Customer Success Manager (Ratings & Reviews)- Northeast North America (Remote)


    About Emplifi:


    Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital- and social-first strategies.

    More than 20,000 brands like McDonald's, Ford Motor Company, and Delta Air Lines rely on Emplifi to enable connected, empathetic experiences for the modern consumer across marketing, commerce, and care.

    Headquartered in New York, Emplifi is a partner to the major social media networks and digital platforms, including Google, Meta, LinkedIn, TikTok, and Snapchat.

    For more information, visit
    About the Customer Success Team

    The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise - empowering our customers to reach better, engage, and retain modern customers - in a way that ensures maximum value is realized, relevant to their needs.

    Through this, they are ultimately responsible for retaining and growing Emplifi's existing client relationships. We leverage the industry's largest social media data set and CX management suite.

    We continue to challenge the status quo by introducing innovations and enabling our clients to adopt our technology, helping them scale their business no matter where or what industry they are in.

    As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore, and be part of an ever-growing family.

    You will be supported in your career by a team of professionals dedicated to your development so that you can grow as a professional and a social media expert advisor.

    This senior level CSM position will be based remotely within northeastern North America.
    About the Position

    Responsibilities:
    Retain a book of business, manage the renewal process, and identify expansion and upsell opportunities.
    Work closely with stakeholders to define and fulfill outcomes
    Help conduct kick-off, scoping, and onboarding for new projects
    Maintain healthy relationships with clients post-launch (business reviews, performance monitoring, check-ins) to maximize value and adoption
    Grow and maintain relationships with key client stakeholders
    Help translate technical details for clients to understand easily
    Escalate and resolve critical issues or blockers for each integration
    Communicate high-priority customer requests to Engineering/Product teams
    Drive contract renewal process for each account
    Educate Client on Emplifi's new features and drive adoption
    Track and maintain the Client's record and data in Gainsight
    Track and manage billable support hours
    Train clients to use the system effectively

    Requirements:


    Minimum of 5 years experience and demonstrated track record of success in customer success or support with ongoing customer relationships.

    You have innovative ideas to inspire customer loyalty and adoption
    Ability to form long-standing relationships with customers
    SaaS experience working with eCommerce clients
    Ability to work with both internal and external teams to deploy a SaaS integration
    Discipline to deliver timely follow-up after each client interaction
    Very strong organizational skills
    Excellent written and spoken communication skills
    A track record of working in a fast-paced, self-motivated environment
    Ability to prioritize and work across many projects simultaneously
    Positive attitude, high energy, quick learner, adaptable, multi-tasker, responds well under pressure
    Proficient in software project/product implementation
    Familiarity with RESTful APIs
    Experience with data feeds (XML, CSV, TSV) is a plus
    Can work autonomously and collaborate with a team
    What We Offer
    International, fast-paced, and rapidly growing environment
    Chance to work with the world's biggest brands at the CX tech leader
    Agile and open-minded culture, with high levels of trust and flexibility
    Opportunity for professional growth and development
    Possibility to learn new and cutting-edge technologies in an environment that encourages new ideas
    Benefits package including Medical, Dental, Vision & Life Coverage Options
    Flexible Working Hours
    Unlimited PTO
    12 paid Holidays
    2 Paid Community Service Days
    Company paid STD and LTD
    401K
    Parental Leave Benefits
    Educational Reimbursement Opportunities
    Referral Bonus Program
    Access to an Employee Assistance Program (EAP)
    Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy
    There's more as well Speak with us to find out all the details

    #J-18808-Ljbffr
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