What are the responsibilities and job description for the Customer Success Manager, Loyalty & Personalization position at Campaign Monitor?
The Company :
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
The Role :
As a Customer Success Manager, you will work with enterprise loyalty, email and personalization customers to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen. You will work with business leaders to understand their needs and map Marigold’s solutions and best practices to their goals. At the same time, you will coordinate cross-functional teams to ensure a successful transition from deployment through ongoing program management. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills, along with a proven track record in analytics and comfortable in a fast-paced and data-heavy environment.
In This Role You Will :
Responsible for the management of a portfolio of loyalty customer accounts to foster long-term business relationships
Establish and manage an effective account plan tied to customer business goals and objectives, helping them expand the value realized from our solution.
Increase customer satisfaction by understanding business needs and providing additional Marigold solutions and ROI
Act as an escalation point to drive resolution in a timely, proactive manner
Identify at-risk renewals and deliver on customer remediation plans
Monitor customer health to track customer satisfaction
Forecast retention, renewal, and status for assigned accounts
Become the customer advocate to drive cross-functional teams across development, product management, and support
What We're Looking For :
Excellent customer relationship management skills
Solid communication, listening, and writing skills
Ability to problem solve and resolve client issues
Understanding of software as a service
Organized and reliable : able to work independently with little direction when necessary
Ideal Qualifications :
5 years professional work experience in a fast-paced role in a Consulting, Technology, Agency, or marketing technology environment.
Loyalty and personalization experience preferred.
Experience defining KPI-driven goals and composing / evaluating efforts across functions.
Acumen and interest in marketing technology and consumer brand strategy is desired.
Strong presentation skills, including the ability to create elegant and engaging slideware.
Strong quantitative skills, including the ability to tell compelling stories with data.
Ability to build relationships at multiple levels in a client organization.
Ability to ideate and parlay business objectives into an actionable plan.
Self-driven with the energy and resilience to perform consistently at a high level in a fast-paced environment.
Strong business acumen and an analytical mindset.
Bachelor’s Degree or higher.
What We Offer :
The table-stakes benefits you’d expect including : medical / dental / vision, life and disabilities insurance.
Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.
401k plan with a company match on your contributions.
Employee-centric and supportive remote work environment with flexibility.
Support for life events including paid parental leave.
