Customer Success Manager

🕒 Julho 27

🏈 Ohio – Remoto

🏈 Ohio – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Emplifi

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🏨 Hospitalidade

✈️ Turismo

💰 Private Equity Round em 2022-03

Consulting • Hospitality • Travel

A Emplifi é uma fornecedora líder de uma plataforma unificada e escalável de gestão de mídias sociais confiada por mais de 20. 000 marcas globais. Oferece soluções para marketing social, comércio, atendimento ao cliente e gestão de serviços, ajudando as marcas a otimizar operações e melhorar o engajamento com os clientes. Reconhecida como uma inovadora no mercado, a Emplifi capacita empresas de diversos setores, incluindo bens de consumo, varejo, eCommerce, mídia, turismo, hospitalidade e esportes, a se conectarem com os clientes, aumentarem a receita e promoverem a lealdade. Sua plataforma utiliza IA para fornecer insights estratégicos e facilitar experiências digitais de clientes de forma integrada.

Descrição

• Serve as the primary point of contact for customers in the assigned 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 • 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 • 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 • Develop strategies to ensure high retention rates and manage the contract renewal process • Predict and address potential churn risks, implementing mitigation strategies as needed • Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs • Collaborate with the Account Sales Director to ensure smooth transitions for upselling or cross-selling activities • 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 • 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

🎯 Requisitos

• Bachelor's degree in Business, Marketing, Communications, or a related field • Minimum of 3-5 years of experience in customer success, account management, or a similar role, preferably within the digital marketing industry • An AI-first mindset, with the ability to continuously leverage AI tools to simplify processes, streamline workflows, boost efficiency, and drive measurable business impact • Demonstrated ability to build strong relationships and manage key customer accounts • 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

🏖️ Benefícios

• International and fast-paced 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 • AI-first workplace, with access to leading AI tools (ChatGPT, Claude, Gemini, and more), empowering you to work smarter, innovate faster, and build AI skills for the future • Flexible working environment • Unlimited Paid Time Off • Sick Days & Community Service Days