Client Success Manager

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Client Success Manager

Be part of the local marketing revolution - join MomentFeed!

MomentFeed is the leader in enterprise, software-as-a-service (SaaS) localized marketing solutions. Our digital marketing platform connects brands and consumers at the local level. The platform empowers global brands to capture local audiences, engage with consumers in authentic and locally relevant ways, and measure campaign performance down to the point of sale. MomentFeed helps marketers succeed in the mobile era by unifying Facebook, Foursquare, Google, Instagram, Twitter, Yelp and other social platforms for efficient management across all business locations.

In a SaaS company, client retention is paramount to success. Our Client Success Services team’s primary objective is high client satisfaction and retention. We work closely with our clients to ensure they realize material value from their investment in MomentFeed’s solutions and look for opportunities to drive greater client adoption and upsell additional product and services.

As a Client Success Manager (“CSM”), you will be responsible for managing, supporting, and renewing of 35 to 40 clients. Your goal will be to help them achieve their business objectives, drive adoption, accelerate time to value, and provide digital marketing expertise. The CSM must be confident selling, consulting, and negotiating with employees at all levels, including executives. The ideal candidate will be a motivated, self-driven, team player with a passion for client service and technology.

If you want to be an integral part of a rapidly growing, cutting-edge technology company with venture capital backing and huge growth potential that believes in taking risks and that revolutionary ideas can come from anywhere and anyone, MomentFeed may be a fit for you.

 

Responsibilities:

- Create and communicate client relationship management strategy and lead activities

- Drive, negotiate, and close renewal business

- Establish a trusted adviser relationship that works to ensure client’s overall satisfaction with our product and services

- Conduct quarterly and annual business reviews with clients to present MomentFeed value delivered

- Develop success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations

- Monitor and facilitate clients adoption of our solution features and functionality while providing - - MomentFeed with an understanding of clients’ overall business needs, priorities as they relate to our products and services

- Act as a liaison between product management and clients with a focus on communicating the - - MomentFeed roadmap and how the roadmap will influence client activities

- Ensure clients takes advantage of MomentFeed best practices

- Identify opportunities to extend MomentFeed solution footprint and work with sales team to achieve growth goals

- Promote opportunities for two-way communication

- Work with client business leads and executive team to identify/resolve all issues that could impact satisfaction

- Prioritize and drive resolution on escalated client issues

- Keep clients informed of process and procedural changes

- Become proficient in MomentFeed’s Client Success Framework

- Demonstrate competency in the MomentFeed localized marketing suite of applications

- Develop client success stories, case studies and client references

- Develop and maintain expertise on industry trends, practices and competitive landscape

 

Required Skills / Experience:

- 2+ years in client facing role for a SaaS or technology company

- Successful track record of renewal ownership expertise

- Proven ability to collaborate and build strong relationships with clients

- Proven success aligning client requirements to software solutions, as well as gathering and demonstrating ROI information

- Excellent verbal and written communication skills, including the ability to chair meetings

- Excellent organization, time management, and problem-solving skills

- Strong understanding of digital online marketing including marketing automation, content management systems, analytics, and customer relationship management

- Working knowledge with at least one of the following business areas: marketing, social media, customer experience management

- Proven ability to engage across corporate functions (e.g., sales, professional services, product management)

- Bachelor degree required, at a minimum (business or technical degree preferred); MBA a plus

- Ability to travel up to 25%

 

Our Values:

MomentFeed operates on four core values: Excellence, Partnership, Entrepreneurship and Authenticity. We aspire to achieve absolute excellence in everything that we do. We have the utmost respect and appreciation for all of our partners and clients. We are a company of innovators and entrepreneurs and are open, genuine, and authentic in how we interact with our colleagues, partners and stakeholders. All of these values are centered on driving the success of our clients and the happiness of our employees.

MomentFeed is proud to be an equal opportunity workplace. Individuals seeking employment at MomentFeed are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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Location

Around the corner from Santa Monica Pier, we're walking distance from 3rd Street Promenade and directly in front of a Metro Expo Line station.

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