Customer Success Manager

13 Nov 2024

Vacancy expired!

Job Description

Informa Markets is looking for a Customer SuccessManager to join our Data and Audience (DNA) Team which is focused on the commercial development and delivery of our programmatic audience and data solutions. The ideal candidate has a solid understanding of the digital and advertising landscape with expertise in content, ad-tech, digital advertising, ad network, customer, or data relationships.

We are proud to stand in the forefront ofAudience and DataSolutionsand need a Customer SuccessManagerto serve as a liaison between our digital solutions and customer. The ideal candidate shouldbe highly skilled inrelationship building, collaboration amongst teams, and driven towards delivery success on campaigns.

Objectives:

  • Orchestrate overall relationship with assigned customers
  • Be a product and industry expert, and act as a trusted advisor and consultant to ensure your customer is leveraging the full value of DNA offerings
  • Measure and monitor customer’s health via scheduled meeting cadence, product usage, feature requests and customer feedback. Share health updates regularly to internal stakeholders
  • Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services
  • Work closely with the sales team to ensure there is a smooth handoff process from sales to customer success manager and continue to work closely to identify and/or develop upsell opportunities with existing customers
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns
  • Provide insight with respect to the availability and applicability of new products and features
  • Act as the liaison for technical inquiries, issues or escalations
  • Maintain current functional and technical knowledge of DNA product offerings

Responsibilities:

  • Workcloselyand effectively with vertical linesof business, represent customer success,and help to drive sales and customer satisfaction
  • Act as the day-to-day point of contact for all customer needs
  • Project roadmap success and KPIs (key performance indicators)
  • Work with execution/operations team to ensure that campaign performance is on track
  • Be an escalation point to drive resolutions ontechnical problems, customer inquiries, and concerns until resolved
  • Hold weekly, bi-weekly, monthly meetings withcustomers through delivery
  • Trackcustomer implementation,training, escalations, satisfaction, metrics, etc.

Qualifications

Skills & Qualifications:

  • This role is the perfect opportunity for someone who is comfortable with a fast-paced environment, has a strong bias for action,enjoys developing new solutions for customers and prefers owning initiatives from end to end.
  • Extensive experience of post-sales account management or existing account growth experience successfully owning a large enterprise relationship with deep technical/product needs
  • Strong customer focus, you care about your customers and view their success as your own
  • Ability to navigate enterprise organizations’ political landscape to develop and expand relationships at all levels while driving large-scale, high-visibility, strategic initiatives for customers
  • Excellent in business, and written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences
  • You are flexible, learn quickly, and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment
  • You enjoy planning, adjusting, executing, winning, and celebrating as a team

Preferred Experience:

  • Bachelor’s degree in Business Management or equivalent experience
  • Experience with Salesforce or other CRM platforms
  • Digital Marketing / Agency Background
  • Demonstrated focus on the Customer journey
  • Experience within Digital Product innovation
  • Demonstrated ability to solve real-life problems.

Additional Information

What we offer:

  • Competitive Compensation Package
  • Access to LinkedIn Learning and other development/training opportunities
  • Health and Wellness Benefits (medical, dental, vision)
  • 401K and Matching
  • Employee Stock Purchase Plan
  • Generous PTO policy
  • Work-life balance
  • Additional discounts through various partnership

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

See how Informa handles your personal data when you apply for a jobhere

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  • ID: #22706084
  • State: Illinois Stcharles 00000 Stcharles USA
  • City: Stcharles
  • Salary: USD TBD TBD
  • Job type: Full-time
  • Showed: 2021-11-13
  • Deadline: 2022-01-10
  • Category: Et cetera