Client Success Manager
emarsys
London
3d ago

Clients are the lifeblood of Emarsys and the Client Success Manager is responsible for the Satisfaction, Retention and Growth of those Clients.

The Client Success Manager will turn our Clients into Emarsys advocates by understanding the Clients goals and demonstrating how our technology and services can drive business results as well as guiding our Clients to get the most out of their investment in our Client Engagement Platform.

By understanding your portfolio of clients, you will be responsible for the growth in their committed Monthly Recurring Revenue and their Billed Revenue by using your knowledge of Emarsys solutions and marketing concepts to introduce new technologies and services into senior stakeholders within your client base.

YOUR AREA OF RESPONSIBILITIES :

  • Own the ultimate success of a portfolio of Emarsys’ Clients by taking responsibility for the Satisfaction, Retention and Growth of each account.
  • Identify opportunities for clients to reduce their workload through automation and deeper integration of the Emarsys platform into their marketing operations.
  • Work with the Senior Stakeholders of your account portfolio to understand and assess their business objectives and promote Emarsys’ value and ROI through adoption and usage of our solutions.
  • Manage and constantly improve the on-going client relationship for all of your assigned accounts by working with Technical Client Services, Professional Services and Strategic Services to deliver a best in class customer experience to all of your clients and act as the point of escalation for client-specific issues if they affect the relationship and / or revenues
  • Use your knowledge of digital marketing best practice and Emarsys solutions to oversee client growth and deliver a return on the clients Emarsys investment.
  • Use your relationships with clients to create advocacy within your portfolio to drive testimonials, case studies and references to create new business opportunities.
  • Take ownership of the transfer of information from Product Development and Marketing to your portfolio of clients to drive upsell and cross selling opportunities and secure our long-term revenue stream through the timely renewal of client contracts
  • Regularly use Salesforce & other information systems to provide timely and accurate forecasting and reporting of activity.
  • Conduct regular satisfaction surveys and follow up on low satisfaction scores until a positive resolution for the Client can be achieved
  • YOUR PROFILE :

  • A highly energetic individual with a passion for technology and everything digital, experienced in a results driven role.
  • Knowledge in the online marketing space.
  • Comfortable in a fast-paced, high-growth environment.
  • Demonstrated ability to deal with change, think strategically, and make complex decisions.
  • Excellent Client management skills, building relationships and Client advocate for product enhancement process.
  • Great negotiation and strong communication skills (written and verbal).
  • Strong problem solving skills, customer focused with a positive attitude.
  • Strong technology skills. You should be able to do complete product demonstrations and credibly discuss technical topics such as data integration, XML APIs, etc.
  • Confidence in presenting to large groups of people.
  • Process and task oriented; very organized and diligent.
  • Self-motivated but able to work as part of a team.
  • Proficiency in local language and English is a prerequisite.
  • Experience in using Salesforce or other CRM tools.
  • Thorough knowledge of MS Office software (e.g., Project, Access, Excel, Word, Power Point).
  • WHAT WE OFFER :

  • A fast-growing company with an international presence, innovative outlook and a strong market position
  • An inspiring and positive environment, working alongside talented, friendly and passionate people
  • A great modern office (complete with outside terrace, ping pong, pool table and beer fridge) in the heart of Kings Cross, London
  • Weekly drinks, catered office events and breakfast, snacks and fruit provided daily
  • Competitive salary plus additional performance related rewards
  • Continuous training, opportunity to learn from some of the brightest minds in our industry and the ability to own your own career
  • 25 days' annual leave and an extra day off for your birthday
  • 2 Community impact days per annum
  • Enhanced maternity leave and paternity policies
  • Comprehensive benefits : pension scheme, private health care and cash plan options, subsidised gym membership, life cover and many more.
  • Exclusive membership to Perkbox an innovative discount platform for local and national businesses including offers on cinema tickets, travel, gifts, coffee and more.
  • At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply.

    We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.

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