Client Success Manager

Emarsys - Indianapolis, IN

Full-time - Mid Level

Indianapolis, IN

1,001-5,000 employees

About the position

The Client Success Manager at Emarsys is responsible for ensuring the satisfaction, retention, and growth of a portfolio of clients. This role involves working closely with clients to understand their business objectives, promoting the value of Emarsys' solutions, and managing ongoing client relationships to deliver a best-in-class customer experience. The position requires a proactive approach to identify opportunities for automation and deeper integration of the Emarsys platform into clients' marketing operations, as well as utilizing Salesforce for reporting and forecasting.

Responsibilities

• Own the ultimate success of a portfolio of Emarsys' Clients by taking responsibility for the Satisfaction, Retention and Growth of each account.
• Identify opportunities for clients to reduce their workload through automation and deeper integration of the Emarsys platform into their marketing operations.
• 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 to all of your clients and act as the point of escalation for client-specific issues if they affect the relationship and/or revenues.
• Use your knowledge of digital marketing best practice and Emarsys solutions to oversee client growth and deliver a return on the clients Emarsys investment.
• Use your relationships with clients to create advocacy within your portfolio to drive testimonials, case studies and references to create new business opportunities.
• Take ownership of the transfer of information from Product Development, Marketing and Strategy teams to your portfolio of clients to drive upsell and cross selling opportunities and secure our long term revenue stream through the timely renewal of client contracts.
• Consistently and regularly 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

• Fluent in Spanish and English.
• A high energy individual with a passion for technology and everything digital experience in a quota & results driven role.
• Desire to have a number to hit.
• 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).
• 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.
• Good communications skills, both written and verbal.
• Self-motivated but able to work as part of a team.
• Good organizational and time-management skills.
• A positive attitude.
• Strong technology skills, able to do complete product demonstrations and credibly 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

• A job with a dynamic and experienced team of professionals
• A company with an international outlook and a good market positioning
• A very fast growing business
• Competitive remuneration