Success Manager

Job Summary:

The Customer Success Manager will be responsible for the retention, adoption, expansion and ongoing usage of Click Dimensions products throughout the customer lifecycle and into renewal. Additionally, this role is responsible for the proactive monitoring of assigned accounts, success of the relationship, and charged with reducing churn for the business. The CSM will seek to understand and align client goals with the Click Dimensions solution creating client advocates and helping drive business outcomes through continually unlocking the value of our product offering.

Click Dimensions CSMs are the our clients strategic advisors, who think about alternative outcomes to help solve problems and advise on solutions to deliver value.

Job Description:

Success Manager

WHO WE ARE

Are you passionate about marketing, technology and helping businesses connect with the right people at the right time? As The Marketing Cloud for Microsoft Dynamics™, Click Dimensions exists to make revenue technology simple, affordable and accessible so every company can drive growth through better customer engagement.

We believe that growth creates opportunity for the individuals, companies and communities we serve.

WHAT WE ARE LOOKING FOR

It’s an exciting time for the Customer Success organization as we enter a new chapter of our company’s evolution. The opportunity for career growth, genuine personal impact and being a master of your own professional destiny awaits the right candidate. If you’re hungry for a role and organization that allows you to bring your whole self to work, rewards initiative and has a bias for action – we may be for you.

The Customer Success Manager will be responsible for the retention, adoption, expansion and ongoing usage of Click Dimensions products throughout the customer lifecycle and into renewal. Additionally, this role is responsible for the proactive monitoring of assigned accounts, success of the relationship, and charged with reducing churn for the business.

The CSM will seek to understand and align client goals with the Click Dimensions solution creating client advocates and helping drive business outcomes through continually unlocking the value of our product offering. Click Dimensions CSMs are the our clients strategic advisors, who think about alternative outcomes to help solve problems and advise on solutions to deliver value.

YOUR DAY TO DAY

• Responsible for helping define the content and processes for Customer Success now and through future growth
• Partner with an Onboarding Specialist to ensure a smooth handoff of the client through the initial setup of Click Dimensions
• Serve as the marketing automation and best practices consultant for new customers by guiding them through Click Dimensions Success Planning with the goal of understanding their goals and helping them successfully align Click Dimensions with their goals
• Define and agree upon customer success with customer
• Proactively monitor client accounts based on their defined success plans and provide guidance/advice based on marketing best-practices as needed
• Prepare and conduct regular success checkpoints and QBRs (quarterly business reviews) with key client contacts to ensure adoption of and success with Click Dimensions, provide recommendations for improvement, as well as continued re-alignment of customer goals
• Actively manage a book of customers efficiently, remaining organized and prioritizing customer escalations appropriately
• Responsible for identifying at-risk accounts and implementing effective response actions to ensure customer success, satisfaction retention with Click Dimensions
• Communicate with account management throughout the customer lifecycle to identify areas of cross-"tell" and upsell and with the objective of minimizing customer churn
• Serve as a strategic advisor to Click Dimensions clients

WHAT YOU BRING TO CLICKDIMENSIONS

• 2+ years marketing automation experience AND/OR
• 2+ years account management or other client-facing experience
• Clear understanding of marketing, sales processes and best practices (or equivalent)
• Ability to lead, own, and manage processes as well as client relationships
• Comfortable presenting and…