What are the responsibilities and job description for the Customer Success Lead position at Townsquare Interactive?
- This position requires you to work in our Charlotte Uptown office**
At Townsquare Interactive, we specialize in empowering small and medium-sized businesses to thrive. Our stellar business management platform enhances customer flow, ensuring ongoing success. From comprehensive business management software to website design, SEO, social posts, and reputation monitoring – we have all your digital needs covered. Our mission is to simplify success for businesses of all sizes.
The Customer Success Lead Opportunity
Townsquare Interactive provides best in class digital marketing solutions to small businesses across the country. Sitting between the sales, production, and service departments, the role of Customer Success Leads is to drive new customers through the initial deployment of their marketing campaigns post-sale.
As a Customer Success Lead, you are responsible for providing an exceptional experience to our business customers, fielding their questions, and offering them with sound campaign advice. To be successful as a Customer Success Representative, you should demonstrate excellent interpersonal skills, knowledge of CRM software, and the ability to manage multiple tasks at once.
Responsibilities
- Handle 10 inbound client calls and making 10-15 outbound calls daily, communicating with clients to ensure that all their needs are understood and addressed.
- Manage a pipeline of 10-25 client tickets, handling BMP (Business Management Platform) inquiries that come through via phone or email, in addition to making minor website edits (text/photos).
- Focused on one-call resolutions when possible, collaborating with internal departments (web design, SEO, and other subject matter experts) when necessary to complete client requests.
- Building strong client relationships to retain existing clients, while uncovering new opportunities to upsell. maintain old business and acquire new customers.
- Resolving issues and complaints and maintaining accurate records of all interactions with customers.
- Previous sales experience (preferred)
- Bachelor’s Degree (required)
- Strong communication and follow-up/follow-through skills
- Strong attention to detail
- Desire to make money
- Excellent written and verbal communication abilities
- Ability to prioritize and manage multiple responsibilities
- Able to create excitement and a strong sense of urgency when working with a high volume of new clients
- 3 weeks of PTO ( 9 paid holidays)
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Casual, high-energy work environment
- Opportunity for upward mobility
- Company provided laptop
- Competitive salary bonus program
We are a team of driven individuals who push ourselves and those around us to grow personally and professionally. You can expect a dynamic and competitive work environment. To foster your success, you’ll take part in a comprehensive training program, surrounded by a positive and supportive culture that encourages everyone to develop themselves and others. We’ve had countless internal promotions, and our goal is to continue the rapid growth of our company. Whatever your professional goals, you’ll have the opportunity to take steps toward your target and take your career to new heights!
Our employees' safety and health are our priorities, our office is open to a limited number of voluntary workers, all interviews and new-hire onboarding are currently virtual.
TOWNSQUARE MEDIA BROADCASTING, LLC MAINTAINS A DRUG-FREE WORKPLACE AND IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. APPLICANTS MUST BE ELIGIBLE TO WORK IN THE U.S.
Townsquare Media provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Townsquare Media complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Townsquare Media expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Townsquare Media’s employees to perform their job duties may result in discipline up to and including discharge.
