Emarsys - Indianapolis, IN
posted 3 months ago
As a Senior Client Success Manager at Emarsys, you will play a pivotal role in ensuring the satisfaction, retention, and growth of our clients. Clients are the lifeblood of Emarsys, and your primary responsibility will be to transform them into advocates for our brand by understanding their goals and demonstrating how our technology and services can drive significant business results. You will guide clients to maximize their investment in our Client Engagement Platform, ensuring they achieve their objectives and key performance indicators (KPIs). Your role will involve monitoring client adoption and usage of our platform and services, with a focus on reducing churn by embedding our platform at the core of their customer engagement marketing strategies. By developing a deep understanding of your portfolio of clients, you will be responsible for driving growth in their committed Monthly Recurring Revenue and billed revenue. This will be achieved through your expertise in Emarsys solutions and marketing concepts, allowing you to introduce new technologies and services to senior stakeholders within your client base. In this position, you will own the ultimate success of a portfolio of Emarsys clients, taking full responsibility for their satisfaction, retention, and growth. You will identify opportunities for clients to streamline their operations through automation and deeper integration of the Emarsys platform into their marketing workflows. Collaborating with senior stakeholders, you will assess their business objectives and promote the value and return on investment (ROI) of our solutions through increased adoption and usage. Your responsibilities will also include managing and continuously improving the ongoing client relationship for all assigned accounts. You will work closely with Technical Client Services, Professional Services, and Strategic Services to deliver a best-in-class customer experience, acting as the point of escalation for any client-specific issues that may impact the relationship or revenue. Additionally, you will leverage your knowledge of digital marketing best practices and Emarsys solutions to oversee client growth and ensure a positive return on their investment. You will utilize your relationships with clients to foster advocacy within your portfolio, driving testimonials, case studies, and references that can create new business opportunities. Furthermore, you will take ownership of the transfer of information from Product Development, Marketing, and Strategy teams to your clients, facilitating upsell and cross-sell opportunities and securing long-term revenue through timely contract renewals. Regularly using Salesforce and other information systems, you will provide accurate forecasting and reporting of your activities, while conducting satisfaction surveys and following up on low scores to achieve positive resolutions for clients.