About Emplifi:
Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital- and social-first strategies. More than 20,000 brands like McDonald’s, Ford Motor Company, and Delta Air Lines rely on Emplifi to connect to consumers across marketing, commerce, and care.
Position Overview:
The Customer Success Manager is a crucial ambassador for our clients within our digital marketing company. With a core focus on sustaining positive client relationships, the CSM plays a central role in customer retention, renewal strategies, product adoption, and identifying expansion opportunities. The CSM will manage a defined book of business within Mexico Territory, covering Tier 1 and Tier 2 type of clients.
Key Responsibilities:
1. Client Relationship Management:
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- Serve as the primary point of contact for customers in the assigned territory or named accounts.
- Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty.
- Understand customer objectives and align our services to achieve those goals.
2. Onboarding:
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- Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption.
- Collaborate with internal teams to expedite service delivery and meet onboarding timelines.
3. Product Adoption:
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- Monitor client usage and product adoption rates.
- Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential.
- Address any adoption challenges with tailored solutions.
4. Renewal and Retention:
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- Develop strategies to ensure high retention rates and manage the contract renewal process.
- Predict and address potential churn risks, implementing mitigation strategies as needed.
5. Upselling and Cross-Selling:
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- Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs.
- Collaborate with the sales team to ensure smooth transitions for upselling or cross-selling activities.
6. Feedback Loop:
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- Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement.
- Act as the client's advocate within the company, ensuring their needs and concerns are addressed.
7. Reporting and Analytics:
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- Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics.
- Provide regular updates to management on client health, renewal forecasts, and potential risks.
Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in customer success, account management, or a similar role, preferably within the digital marketing industry.
- Must be fluent in English and Spanish (reading, writing and speaking).
- Demonstrated ability to build strong relationships and manage key customer accounts.
- Demonstrated ability to build long term account plans and stick to them.
- Growth Mindset
- Proficient understanding of digital marketing services such as social media, content marketing, etc.
- Strong problem-solving skills and the ability to handle challenging client situations with grace.
- Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
- Excellent verbal and written communication skills.
What We Offer:
- International, fast paced and rapidly growing environment
- Chance to work with the world’s biggest brands at the CX tech leader
- Agile and open-minded culture, with high levels of trust and flexibility
- Opportunity for professional growth and development
- Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas
- Opportunity to use English on a daily basis
- There’s more as well! Speak with us to find out all details!
