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Job Details

Customer Success Manager - Content Marketing

Salary
79000

Location
Phoenix, AZ

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Profile

Position Summary

**MEMBERS ONLY**SIGN UP NOW***. is seeking a highly ambitious individual who thrives on helping our customers exceed content marketing goals. Our ideal candidate is equally adept at crawling the web and analyzing reports to find ways to help clients get more out of the **MEMBERS ONLY**SIGN UP NOW***. product. They are not afraid of picking up the phone to engage their clients.



As a Customer Success Manager at **MEMBERS ONLY**SIGN UP NOW***., you will focus on relationship-development and management and provide proactive support and strategic advice to promote customer satisfaction, product adoption, retention, and renewals.



This position is a mid-level position based in Phoenix, Arizona. This position reports to the Director of Customer Success and collaborates closely with the sales, product, and content operations teams.



Day-to-day


  • Onboard new platform customers and train them on how to use the **MEMBERS ONLY**SIGN UP NOW***. software, including the integrated **MEMBERS ONLY**SIGN UP NOW***. talent network
  • Ensure your customers are executing against their stated content plans internally or through the **MEMBERS ONLY**SIGN UP NOW***. talent network
  • Manage and monitor assigned customer accounts, acting as the customers main point of contact
  • Expand the reach of your relationship with client organization’s to generate proper levels of adoption, ensure renewals, and create new revenue opportunities
  • Proactively work to identify customer growth opportunities and escalate potential up-sell opportunities
  • Understand the customer’s business goals including, the use of **MEMBERS ONLY**SIGN UP NOW***., to find opportunities to exceed monthly net revenue retention targets
  • Proactively work to identify at-risk customers and offer solutions
  • Filter customer feedback and feature requests to the product team with data or use-case documentation
  • Assist with the creation/management of customer on-boarding and training materials
  • Assist with moderation of the **MEMBERS ONLY**SIGN UP NOW***. talent network
  • Assist with in-app copy and transactional emails as needed


Requirements



Soft Skills:

  • Enjoy talking to customers and are not afraid to call them proactively
  • Have the ability to shift priorities quickly and love multitasking
  • Are tech-savvy. We are a software company, and you will be the customers go-to product specialist
  • Have a good understanding of what content marketing and inbound marketing is; a background in content creation or marketing is required
  • Are a self-starter; We are a fast-paced startup that is scaling quickly. We need movers and shakers who arent scared to dig right in!
  • Have a strong personality; The job requires that you set expectations, speak up, hold clients accountable and ensure they don’t fail themselves
  • Have a strong work ethic; Be prepared to go the extra mile or work the extra hour as necessary to provide great customer service and give our customers the best possible experience


Hard Skills:

  • 2 years experience in customer or client-facing roles at a software company, agency, or similar
  • Bachelors education; a degree in Business, Marketing, Journalism, Communications, Advertising, English, and/or related fields
  • Experience in a content-focused environment or creating content in some form
  • Excellent verbal and written communication skills.
  • Excellent technical skills and experience with online software, content/project management systems, and social media tools
  • Aptitude in the following tools and technologies is a big plus, but not required:


    • Communication - Slack
    • CRM - HubSpot CRM
    • BI Tool - Periscope
    • CMS - WordPress, and HubSpot
    • Google Drive
    • Web Analytics - Google Analytics or Mixpanel
    • Video Conferencing - Zoom

Company info

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