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Customer Success Manager - Convent Station, United States - Papirfly Ltd
3 days ago
Description
In this role, you will be responsible for managing and nurturing key customer relationships, ensuring their success throughout the entire customer journey.
Start here, go anywhere. A world of possibilities for our customers – and for you.Papirfly is defining its category within MarTech as a leading SaaS vendor.
Focused on the provision of world class Brand Management products, the company helps enterprise customers manage, control, use, deploy, distribute, and build their brands and brand assets.
From attracting talent to acquiring customers, Papirfly's products are used to deliver brand consistency in Fortune 500 and national market leaders alike.
Our story started two decades ago when Papirfly was founded in 2000 to offer customers (originally focused in Scandinavia) solutions to their marketing problems and overcome the operational challenges they faced every single day.
From the beginning, rival BrandMaster was providing fierce competition.Yet both companies had aligned values, a focus on quality product development, focuses on innovation, and track records of exceptional delivery.
In 2021, Papirfly and BrandMaster merged, creating Papirfly Group, and Meriworks joined the family shortly after.In 2022, Verdane - the European specialist growth equity investor - acquired a majority stake in the group to create a global marketing technology leader.
Now, under one brand as Papirfly, we're nearly 300 people in eight countries working with customers around the world.Everyone here is committed to standing out from the MarTech crowd as we continue to deliver on our values, every single day.
Fun fact:
Papirfly is the Norwegian word for 'paper plane' reflecting our Nordic roots. Today, as a global company, we pronounce it 'paper fly'.
An Introduction to this role
In this role, you will be responsible for managing and nurturing key customer relationships, ensuring their success throughout the entire customer journey.
You will drive customer adoption, foster advocacy, and identify opportunities for upselling and cross-selling, while coordinating with various internal resources to deliver exceptional customer experiences.
The role reports directly to the respective VP Revenue of Papirfly Region.Key Responsibilities
Act as a trusted advisor to key accounts, guiding them through their entire customer journey.
Develop and maintain strong relationships with key stakeholders within customer organisations, becoming a strategic partner and advocate for their success.
Drive customer adoption of our products and services by understanding their unique needs and aligning our offerings to their goals and objectives.
Identify opportunities for upselling and cross-selling based on customer needs, working collaboratively with the commercial team to expand revenue streams.
Achieve net-retention targets by identifying expansion opportunities within existing accounts.Coordinate resources from various internal teams, such as Onboarding, Training, and Professional Services, to ensure seamless execution of customer projects.
Proactively identify and nurture customer advocates, leveraging their success stories to drive brand awareness and increase customer satisfaction.Gather customer feedback, and provide insights to internal teams to drive product improvements and enhance customer experiences.
Develop and execute strategies to ensure high customer retention rates, minimise churn, and increase customer lifetime value.
Stay up-to-date with industry trends, market conditions, and competitor activities to provide strategic guidance to customers.
Lead or participate in selected customer or company activities such as events and webinars.
Learn and understand Papirfly Product Portfolio and master how to demo our own software.
Knowledge and Experience Required
Minimum 3-5 years of experience from technology business, preferable MarTech.
Minimum 3-5 years of operational work from account management and growth.
Or - minimum 3 years of experience from the customer side working within MarTech.
Knowledge with CSM, CRM, DAM, PIM or other MarTech software is an advantage.
Excellent organiser and project management skills.
Experienced in working in a commercial environment.
Fluent in spoken and written English.
Top Five Personality Attributes for This Role
Relationship builder
Customer-centric
Results-driven
Proactive
Our values
Accountable:
Delivering the best customer experience, building transparent and trusting relationships by remaining in integrity in all we do.
Passionate:
Adventurous at heart, driving to deliver outstanding, quality products and services whilst staying fully committed to ensuring everyone enjoys the journey.
Innovative:
Aiming high to remain leaders in our category, constantly open to exploring new ideas and perspectives whilst always listening and taking action on valuable feedback.
Empowering brands to do more for less for over 20 years, Papirfly provides innovative brand management tools to support businesses in creating 100% consistency at every touchpoint – whilst gaining full control of brand identity.
All within one online platform.Founded in 2000
Co-workers 230+
Customer Success Manager - US
In this role, you will be responsible for managing and nurturing key customer relationships, ensuring their success throughout the entire customer journey.
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