Role Summary
Our client is looking for a Client Success Manager (CSM) who thrives on delving deep into customer data to forge positive customer experiences and compelling narratives that drive their business forward. The ideal candidate is customer-centric, highly motivated, and combines a passion for technology, and analytics with exceptional people skills. This role is pivotal in developing robust client reports, and visual presentations. He/she will be instrumental in managing the intricacies of client deliverables and contract fulfillment and supporting the sales and client success team with the utmost organization and attention to detail.
WORK SCHEDULE: 9:00 AM 6:00 PM Eastern Standard Time (10:00 PM 7:00 AM Philippine Standard Time), follows Philippine holidays
POSITION TYPE: Full Time
WORK ARRANGEMENT: Remote
Essential Functions
- Perform the following client data analysis and reporting tasks:
- Spearhead the analysis of client data to unearth trends, craft compelling stories, and drive strategic decisions
- Create detailed client reports and presentations that highlight key findings and opportunities
- Perform the following client relationship onboarding support tasks:
- Ensure a seamless onboarding process and a thorough understanding of the products and services
- Take a curious approach to understanding the client's challenges and the problems to solve
- Help communicate across the team and advocate for creative solutions
- Work closely with global internal teams, including sales, support, product management, and marketing to meet client needs and resolve issues swiftly
- Perform the following proactive client support tasks:
- Enhance customer satisfaction and retention through proactive outreach, effective problem-solving, and strategic planning
- Identify potential for account growth and upsell opportunities that align with the brand's values
- Perform the following inventory and timeline management tasks:
- Manage advertising inventory
- Oversee timelines for client deliverables by ensuring organizational excellence and meticulous attention to detail
Qualifications
- A bachelor's degree in business, marketing, communications, or a related field is preferred
- A solid understanding of B2B SaaS products or internet marketplace industries
- Experience in the human capital or recruitment industry would be ideal
- A proven track record in customer success, account management, or a similar role with a strong focus on data analysis, reporting, and storytelling
- Highly preferred to have experience in FullStory
- Skilled in the use of CRM software, data analysis tools, and industry-relevant platforms such as HubSpot, Google Analytics, Google Slides, LinkedIn, Microsoft PowerPoint, Canva, Asana, Slack, Zoom, Apollo, and AI familiarity
- Familiarity with creative advertising agency dynamics or startup environments would be advantageous
- Technical understanding that supports a deep dive into customer data and analytics
- Excellent verbal and written communication skills in English
- Exceptional negotiation and presentation skills are a must
- A reputation for going above and beyond to delight clients and resolve conflict with a calm disposition
- Demonstrated ability to thrive in a fast-paced setting, managing multiple accounts and priorities with finesse
