Senior Client Success Manager

Emarsys - Indianapolis, IN

Full-time - Senior

Indianapolis, IN

1,001-5,000 employees

About the position

The Senior Client Success Manager at Emarsys is responsible for ensuring client satisfaction, retention, and growth within their portfolio. This role involves understanding client goals and demonstrating how Emarsys' technology and services can drive business results. The manager will work closely with clients to monitor platform adoption, reduce churn, and foster long-term partnerships through thought leadership and revenue growth strategies.

Responsibilities

• Own the ultimate success of a portfolio of Emarsys' Clients by taking responsibility for the Satisfaction, Retention and Growth of each account.
• Become the expert on your client's business objectives, marketing goals, pain points, and overall organizational structure to ensure the Emarsys platform brings value to the client.
• Meet with senior stakeholders within each client account regularly to drive client projects and create new opportunities based on their strategic objectives.
• Identify opportunities for clients to reduce their workload through automation and deeper integration of the Emarsys platform into their marketing operations.
• Work with Senior Stakeholders to understand and assess their business objectives and promote Emarsys' value and ROI through adoption and usage of our solutions.
• Manage and improve the ongoing client relationship for all assigned accounts, acting as the point of escalation for client-specific issues.
• Oversee client growth and deliver a return on the clients' Emarsys investment using knowledge of digital marketing best practices.
• Create advocacy within your portfolio to drive testimonials, case studies, and references for new business opportunities.
• Take ownership of the transfer of information from Product Development, Marketing, and Strategy teams to drive upsell and cross-selling opportunities.
• Use Salesforce and other information systems for timely and accurate forecasting and reporting of activity.

Requirements

• High energy individual with a passion for technology and digital marketing.
• Experience in a quota & results driven role.
• Deep knowledge of the marketing world with experience in the digital marketing sector.
• Comfortable in a fast-paced, high-growth environment.
• Experience using Salesforce or other CRM tools.
• Excellent client management 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 in speaking and presenting to senior level and large groups.
• Process and task oriented; very organized and diligent.
• Self-motivated but able to work as part of a team.
• Positive attitude.
• Strong technical skills, able to conduct product demonstrations and discuss technical topics.
• Thorough knowledge of MS Office software (e.g., Project, Access, Excel, Word, PowerPoint).
• Local language proficiency and proficiency in English.

Benefits

• 20 days of annual leave
• Casual dress guidelines
• On-site gym