Client Success Manager - Remote

Emarsys - Indianapolis, IN

Full-time - Mid Level

Remote - Indianapolis, IN

1,001-5,000 employees

About the position

The Client Success Manager at Emarsys is responsible for ensuring client satisfaction, retention, and growth. This role involves understanding client business goals, aligning technology and services to drive results, and turning clients into advocates for Emarsys. The manager will monitor client adoption of the platform, reduce churn, and drive revenue growth through strategic engagement with clients.

Responsibilities

• Own the ultimate success of a portfolio of Emarsys' Clients by taking responsibility for the Satisfaction, Retention and Growth of each account.
• Identify and close expansion opportunities within assigned portfolio.
• Work with the Senior Stakeholders of your account portfolio to understand and assess their business objectives and promote Emarsys' value and ROI through adoption and usage of our solutions.
• Manage and constantly improve the on-going client relationship for all of your assigned accounts by working with Technical Client Services, Professional Services and Strategic Services to deliver a best-in-class customer experience.
• Use your knowledge of digital marketing best practices and Emarsys solutions to oversee client growth and deliver a return on the clients Emarsys investment.
• Create advocacy within your portfolio to drive testimonials, case studies and references to create new business opportunities.
• Use Salesforce & other information systems to provide timely and accurate forecasting and reporting of activity.
• Conduct regular satisfaction surveys and follow up on low satisfaction scores until a positive resolution for the Client can be achieved.

Requirements

• Bachelor's degree in business or related field, preferred.
• 5 plus years' experience in a customer success manager or similar role, preferably in a software/SaaS environment.
• High energy individual with a passion for technology and digital experience in a quota & results driven role.
• Consultative selling skills and demonstrated ability to achieve targets assigned.
• Comfortable in a fast-paced, high-growth environment.
• Experience in using Salesforce or other CRM tools.
• Excellent Client management skills and strong communication skills.
• Great negotiation and communication skills (written and verbal).
• Proficiency in English is a prerequisite.
• Demonstrated ability to deal with change, think strategically, and make complex decisions.
• Confidence presenting to large groups of people.
• Process and task oriented; very organized and diligent.
• Positive and self-motivated and able to work as part of a team.
• Strong technology skills, able to do complete product demonstrations and discuss technical topics such as data integration, XML APIs, etc.
• Thorough knowledge of MS Office software (e.g., Project, Access, Excel, Word, Power Point).

Benefits

• Join a fresh faced, globally diverse company with cutting-edge technology.
• Opportunity to build your tech career and work with talented individuals.
• Energizing and modern work environment in Downtown Indianapolis.
• 20 days of annual leave.
• Casual dress guidelines and an on-site gym.