Senior Client Success Manager LATAM

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 client satisfaction, retention, and growth. This role involves understanding client goals, demonstrating how Emarsys technology can drive business results, and guiding clients to maximize their investment in the Client Engagement Platform. The position requires monitoring client adoption and usage, reducing churn, and fostering strong relationships to turn clients into advocates for Emarsys.

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.
• 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.
• 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.
• Secure 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

• A high energy individual with a passion for technology and everything digital, ideally with a background in Marketing Technology or SaaS.
• Experience in a quota & results driven role.
• Comfortable in a fast-paced, high-growth environment.
• Proficiency in Spanish and English language.
• Excellent Client management skills and strong communication skills.
• 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.
• A positive attitude.
• Tech affinity: Ability to conduct product demonstrations and discuss technical topics such as data integration, XML APIs.

Benefits

• 20 days of annual leave
• Casual dress guidelines
• On-site gym
• Opportunity to work with cutting-edge machine learning and AI technology
• A diverse and inclusive work environment