What are the responsibilities and job description for the Customer Success Manager position at Emerald Services?
Overview
Emerald is seeking a Customer Success Manager to build strong relationships with clients, ensuring they are successfully executing integrated media campaigns and driving customer satisfaction for several key B2B media brands.
The Customer Success Manager is responsible for nurturing and maintaining relationships with key customers within several B2B brands. This role regularly assesses customer satisfaction and is always on the lookout for opportunities to upsell, cross-sell, and renew business. With an investment in the success of our customers, the Customer Success manager will act as a product and service expert to ensure the best ROI, ensure that all deliverables are being met, and ensure that expectations are exceeded at every turn.
The best candidate for this position will be a relationship-focused solution-provider, with creative problem solving skills to ensure our customers find success with our products and services. We're seeking someone proactive and resilient, with the willingness to take initiative and go the extra mile. In addition, the Customer Success Manager must be highly organized, and comfortable working independently in a fast-paced, rapidly changing environment to meet and exceed KPI's.
This position reports into the Alpharetta, GA office.
Responsibilities
- Play a key role in the onboarding of new customers to ensure achievable expectations are set and they are put on a journey to success
- Serve as a product and service expert for customers to be able to speak to the relevant Emerald brands an identify opportunities to deliver ROI
- Stay on top of renewal opportunities to ensure customers are satisfied with their experience and take the necessary actions where there are opportunities for improvement
- Proactively identify, recommend and close opportunities for up-selling or cross-selling that will benefit the customer and contribute to their success
- Address customer concerns that arise in a timely manner, utilizing all available resources in the Emerald network and anticipating customer needs before they arise
- Train and educate customers on new product or service offerings that could contribute to their success
- Work closely with Account Executives to support customer relationship growth and development
- Actively collaborate with marketing, operations and sales leadership to convey the voice of the customer to continuously improve customer experience
- Meet and exceed territory goals for existing customer base
Requirements
COMPENSATION & BENEFITS
Target Compensation : $65,000-75,000 sales incentive eligible
Please note that this range reflects a reasonable estimate of the target compensation for this position.
This range may ultimately vary based on a candidate's qualifications and may be higher where required by applicable law.
We offer a competitive benefits package designed to strengthen our employees' physical and mental health, including unlimited vacation for exempt employees, flexible working locations, 401(k) plan with a company match, medical / dental / vision coverage with inclusive provisions including transgender services and fertility benefits, parental and caregiver leave, dependent, commuter and FSA benefits, professional development programs like Toastmasters, and mental wellness tools such as weekly guided meditation programs.
If you need accommodation in our application process or have questions about our posted salary range,
please email our Talent Acquisition team at Careers@EmeraldX.com.
Salary : $65,000 - $75,000
